Resident Contact Supervisor

at  Royal Borough of Windsor and Maidenhead

ABOUT US:

The Royal Borough of Windsor and Maidenhead (RBWM) is set in the wider county of Berkshire, one of the most economically productive and innovative areas of the country. The borough council – a unitary authority - takes pride in its exceptional team of dedicated professionals who are passionate about providing quality services to the community. RBWM is a unique borough, with huge opportunity given its proximity to London and expanding business sectors, as well as being a major cultural and tourism area which includes international attractions such as Windsor Castle, Legoland and Ascot Racecourse.
Given our Royal connections, the eyes of the world are often on us and we continue to rise to the challenge.
This is an excellent opportunity for an enthusiastic Contact Centre Supervisor to join our Customer Service team.

THE ROLE:

As a Resident Contact Supervisor, you will have key role in managing the day to day running of the contact centre and manage a team of advisors. Dealing with escalations on a complete range of council services.
You will be working in a highly pressurised and at times challenging environment; and must be able to communicate in a clear and friendly manner.

YOUR ROLE WILL INVOLVE:

• Managing and coordinating a team of advisors
• The day-to-day management of operational activities.
• Meeting our KPI by managing the performance and activity of staff.
• De-escalation skills.
• Management of various software packages and a cloud-based telephony system.
• Excellent digital skills