Job Description

About Us:

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THE EXTRAORDINARY STORY OF LISA'S DRIVE

Regeneration, Economy and Planning in Westminster City Council is a world of extraordinary stories. Where reactive and passionate people are dedicated to enhancing services and creating real connections.





Take Lisa for example. The impact she's had at her contact centre is remarkable. During Covid-19, Lisa focused on increasing the coaching and support her staff received. This led to an interaction with a grieving resident who had lost his wife. Lisa's training allowed the Customer Service Advisor to help the resident by opening up about their own experience. The conversation was so impactful that the resident even sent flowers to say thank you. It's no surprise that Lisa runs a multi-award-winning contact centre that's now recognised across Europe.

The Role:

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As a Contact Centre Team Manager, you can make your own powerful contribution to people across Westminster. Working at the heart of the Council's customer experience service, you'll put our residents and customers front and centre, helping them find the information and services they need to interact with us, access support and ultimately improve their lives.





Leading and managing a dynamic, close-knit contact centre team, you'll ensure customers get a consistent, professional experience across all of our channels. From phone to email, social media to web chat, you'll proactively monitor customer experience, escalating issues where necessary and identifying opportunities for learning and development within your team.





You'll oversee resource planning, performance monitoring and staff development, promoting a culture of continuous improvement within your team that encourages innovation, supports knowledge sharing and feedback, and empowers your team to strive for more.





Please refer to the

for more information.

About You:

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An established professional with demonstrable experience of delivering excellent customer service in a fast-paced environment, you'll have experience managing staff and meeting targets and deadlines. Ideally, you'll have managed a team within a Contact Centre, but this is not a necessity.





In a previous role, you'll have handled customer complaints, challenging situations and difficult individuals, and will be confident taking a professional approach to resolving customer concerns. As a leader, you'll be motivated and enthusiastic, with the ability to deliver engaging staff training and identify opportunities for improvement within your team.





On a personal level, you'll be an effective communicator with developed patience, calmness and listening skills. This is a fantastic opportunity to join a vibrant and collaborative team, and to supercharge your career in the process.





Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

What We Offer:

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Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council's strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city's future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.





At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit

https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.





The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.





We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.