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Contact Centre Team Leader

Contact Centre

The Contact Centre Team Leader is an exciting role in a vibrant team of 16, who are an important point of contact for Clúid residents, our business and service delivery partners, and members of the public. The multi-skilled team deals with varied and interesting challenges daily.

As Contact Centre Team Leader, you will support the Contact Centre Manager in delivering and developing Clúid’s multichannel customer contact service. The key objective of this role is to manage, in real time customer contact queues to maximise and increase operational capacity whilst ensuring excellent customer service delivery. Problem solving and incident management is an element of this role, identifying systems issues which impact on the centre’s ability to operate.

You will seek to identify opportunities for improving procedures and systems by making recommendations. You will have a strong commitment to safeguarding residents and the reputation of Clúid, always presenting the Association in a positive fashion. You will continuously strive to deliver the highest quality customer service.

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