Contact Lead - Customer Service Centre
| Posting date: | 21 July 2025 |
|---|---|
| Salary: | £35,738 per year |
| Hours: | Full time |
| Closing date: | 04 August 2025 |
| Location: | Plymouth |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 417113/1 |
Summary
We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.
Contact Lead – Customer Service Centre – Role Overview
The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency. The CSC is the first point of contact for our customers, and you will play a crucial role leading our colleagues to support our customer’s needs and upholding the agency’s reputation.
As HEO Contact Lead you will report directly to the CSC SEO Contact Lead and will work closely with the Unit Head and other senior managers within CSC. The Contact Lead will be expected to provide information and recommendations required to support future CSC decision making. This can be through participating in and leading content relating to their expertise/activities at Senior Leadership Meetings and, in a strategic context working with internal and external stakeholders.
The Contact Lead will be a focal point of contact for colleagues, providing a visible and high level of support across the CSC and working with the Performance Lead to ensure performance and quality measures are delivered. They will be responsible for ensuring the accuracy of forecasting for contact work and scheduling the right resource to maintain customer service. They will form strong working relationships with the CSC hub leads and team leaders to identify opportunities to improve the efficiency of customer contact delivery and drive performance.
For an insight into working for The Customer service Centre within the VOA, please click on the video link below.
https://youtu.be/CAPxCn3yF0Q?si=mD-ljGtMDofEA5g7
Contact Lead – Customer Service Centre – Key responsibilities
- Co-ordination of customer contact across the CSC centres and the movement of contact handling work.
- The ability to accurately complete the forecasting of contact volumes and the staffing schedules to ensure service levels are maintained within set targets, including the weekly review of forecast to maintain accuracy.
- Produce daily, weekly, and monthly contact handling information in line with specified Management Information collation templates to ensure that calls answered are resolved at the first point of contact and e-mails are answered within Service Level Agreements (SLA’s)
- Utilise the CSC Customer Call Logger and Outcome Codes to monitor and analyse the main reasons for contact and identify any areas that are impacting.
- To oversee adherence to staff schedules through eWorkforce Manager and alerting team leaders of issues including non-adherence.
- The ability to monitor, analyse and evaluate the Management Information data to note trends and adjust schedules where necessary (particularly over known peak periods).
- Obtain daily call volumes from the Odiogo telephony platform, Posit and eWorkforce Manager.
- Build strong relationship with the CSC Leadership Teams to drive continual improvement to our business and service offering.
- To deputise for the SEO Contact Lead during periods of absence or representing them at planned meetings.
Proud member of the Disability Confident employer scheme