Details

Contact Centre Team Leader

£31,537 - £33,699 a year | Temporary

Reference:: 25-30059
Job title:: Contact Centre Team Leader
Directorate:: Corporate Services
Service:: Customer Contact and Registration
Closing date:: 12/12/2025 10:00
Job type/Hours:: Temporary two years | 37 Hour
Salary:: £31,537 - £33,699 a year
Pay Scale:: S2
Location(s):: See Job Advertisement

Job Advertisement

*PLEASE NOTE* Cyngor Gwynedd is committed to being an inclusive employer, and to enhancing the diversity of the workforce. Your application form will be assessed anonymously. Your title, name and email address will not be shared with the appointing panel for the purpose of shortlisting. You should carefully consider this when completing the further information section of the application form.

Gwynedd Council offers an attractive employment package, for more information please click on this Information Pack

Gwynedd Council operates internally through the medium of Welsh, and offers all its services bilingually. The applicant will be required to reach the linguistic level noted as one of the essential skills in the Person Specification.

We encourage everyone who applies for a job with Gwynedd Council to submit job applications in Welsh or bilingually.

(Applications submitted in English only or Welsh only will always be treated equally, but we ask applicants to consider carefully what the linguistic requirements of the job in question is and if it would be more appropriate to submit an application in Welsh.)

For further information about this post please contact Charlotte Elyse Williams on 01286 679684 or via email; charlotteelysewilliams@gwynedd.llyw.cymru

Interview date to be confirmed.

Application forms and further details available from Support Service, Gwynedd Council, Council Offices, Caernarfon, LL55 1SH

Tel: 01286 679076

E-Mail: Swyddi@gwynedd.llyw.cymru

CLOSING DATE: 10:00 AM, THURSDAY,

If you are successful to be short listed for an interview you will be contacted by E-MAIL using the address provided on your application form. You need to ensure that you check your email regularly.

Person Specification

PERSONAL ATTRIBUTES

ESSENTIAL

• Excellent verbal and written communication skills

• Energetic, enthusiastic, committed, and perseverance

• Ability to use and interpret information accurately

• Ability to see needs from the customer’s perspective

• Ability to gain cooperation and trust of colleagues

• Ability to work as part of a team and support and encourage colleagues

• Possesses good interpersonal skills

• Ability to adapt and accept change

• Attention to detail and commitment to delivering high-quality service

• Assertive, courteous, diplomatic, respectful, and empathetic

• Flexible

• Good attendance and punctuality record

• Ability to learn from experience

• Multitasking, timekeeping, and prioritization skills

• Presents a positive image to the customer

• Problem-solving ability

• Sense of humor

• Always neat and tidy

• Ability to collaborate with internal and external stakeholders

• Excellent interaction skills and ability to form and maintain working relationships

DESIRABLE

QUALIFICATIONS AND RELEVANT TRAINING

ESSENTIAL

• A solid educational background

DESIRABLE

• -Education to A-Level standard

• Relevant Leadership or Management qualification, or at least three years of experience

RELEVANT EXPERIENCE

ESSENTIAL

• Experience and confidence in leading and developing a team effectively, including handling complex staffing issues

DESIRABLE

• Experience in delivering customer care services

• Experience in establishing and developing new services

• Experience of working on the front line

• Experience in providing clerical and administrative support

• Experience in collecting, organizing, and managing information

• Experience in handling customer enquiries

• Experience in dealing with complaints, conflict, and complex or sensitive enquiries

• Experience using computer systems and supporting others in their use

• Experience delivering a customer-first service

SKILLS AND SPECIALIST KNOWLEDGE

ESSENTIAL

• Awareness of the opportunities technology offers to improve service delivery

• Ability to use a computer

• Numerate and literate

• Ability to suggest and support service improvements

• Ability to learn new and innovative ways of working

• Ability to provide advice and information clearly and concisely

• Ability to respond quickly and flexibly to situations and enquiries

• Willingness to take responsibility for service quality

• Able and willing to work to agreed standards

• A good listener

• Ability to use office systems, service-specific applications, intranet and internet

• Good keyboard skills

DESIRABLE

• Ability to use any other relevant technology

• Possesses top-level administrative and organizational skills

• Ability to extract information from manuals and computer systems

• Ability to prioritize personal and team tasks

• Ability to respond constructively to feedback from staff and customers

• Ability to handle complaints effectively and improve service standards and targets

• Ability to use IT and telephone systems

• Ability to work independently and as part of a team

• Ability to develop creative and innovative ideas

• Understanding of equal opportunities principles

• Awareness of different customer needs (e.g., disability or language difficulties)

• Ability to facilitate and evaluate staff training and development needs

• Ability to focus on customer needs and identify appropriate solutions to ensure satisfaction

• Ability to work under pressure, cope in difficult situations, and deliver services professionally at all times

• Knowledge of how Local Authorities or other large organizations operate

LANGUAGE REQUIREMENTS

ESSENTIAL

Listening and Speaking – Higher Level

Able to follow a conversation or discussion through the medium of Welsh and English on a professional level and discuss general day to day topics in the field in order to present information and express opinions.

Able to give a pre-prepared presentation and respond to any comments and questions on it in Welsh or English.

Reading and Comprehension – Higher Level

Able to understand standard written Welsh and English; both formal and informal.

Able to gather information from various sources such as letters, reports, articles through the medium of Welsh and English in order to fulfil the post.

Writing – Higher Level

Present written information confidently by letter, more detailed and technical report formats, and respond to written requests conveying information, ideas and opinion in Welsh and English (help is available to check the work).

The attributes expected of the postholder should be noted. These should be used as assessment criteria for all candidates.

Job Description

Purpose of the post

•Ensure that the people of Gwynedd are at the heart of everything we do.

•Line management of a team of up to 20 Customer Contact Centre staff.

•Responsible for monitoring the quality of work delivered in our Customer Contact Centres.

•Collaborate with other Team Leaders within the Customer Contact and Registration Service to ensure adequate staffing levels to maintain the service.

•Monitor team development to ensure that staff have the right attitude, ability, confidence, and skills to reach their potential to serve the people of Gwynedd.

•Lead visibly in the work to inspire and set an example.

• Promote a high-standard culture with an emphasis on positive outcomes for our customers.

Responsibility for functions

•Line management of up to 20 staff daily, and up to 40 during the absence of the other Team LeadersID.

•Lead and Line Management of a team of staff working across multiple locations (Customer Contact Centres).

•Assist the Site Manager/Service Manager with building safety duties, maintenance, fire regulations, equipment, and materials.

Main duties

•Assist the Customer Contact Manager in ensuring all team members embrace the principles of the Gwynedd Way.

•Identify and report any service continuity risks.

•Direct, supervise, and evaluate the workflow of Customer Advisors.

•Ensure service information is updated, maintained, and developed promptly.

•Ensure services respond to referred enquiries within agreed timescales and follow up on overdue cases in order to avoid customer satisfaction problems.

•Ensure the whole team update the CRM system and other necessary databases are promptly and accurately.

•Continuously evaluate staff through regular 1-to-1 meetings and act on any arising issues.

•Ensure data which is required to demonstrate how well we meet customer priorities is kept.

•Support the Manager to ensure the team are contributing to the objectives of the Customer Contact Department and other services or organisations who are aiming to meet the needs of the people of Gwynedd.

•Handle staffing issues from start to finish.

•Support staff in resolving complex enquiries and complaints.

•Handle complaints using appropriate procedures.

•Assist in meeting service standards, service level agreements, and legal compliance.

•Train staff as needed in Customer Contact work processes.

•Ensure adequate staffing levels across our Customer Contact Centres.

•Encourage the team to receive feedback from internal and external customers to support continuous improvement.

•Act on reported barriers and escalate unresolved issues to the Service Manager.

• Ensure non-Welsh and non-English speakers have access to all Council services and that issues are identified and addressed promptly.

•Report any quality issues / barriers to the Customer Contact Manager.

•Responsibility for self-development.

•Ensure compliance with Health and Safety rules in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council’s Health and Safety Policy.

•Operate within the Council’s policies in relation to equal opportunities and equality.

•Responsible for managing information in accordance with the Council’s information management guidelines. Ensure that personal information is treated in accordance with Data Protection legislation.

•Commitment to reducing the Council’s carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council’s Carbon Footprint.

•Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job.

•Responsibility to report any concern or suspicion that a child or vulnerable adult is being abused.

Special circumstances

•The postholder will be required to attend evening meetings and travel outside Gwynedd occasionally and act as part of a team responding to civil emergencies, in line with the Council’s plan.

• As the Council reviews service hours, this may affect the working hours of this post.

•Must hold a full, valid driving licence and have access to a car.

Details

Swyddi ar lein

Contact Centre Team Leader

Details

Job Advertisement

Person Specification

Job Description

Purpose of the post

Responsibility for functions

Main duties

Special circumstances