Customer Telephony Lead Officer (Full Time) (Temporary)

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We are looking for enthusiastic individual with leadership, managerial and technical skills for the role of Customer Telephony Support Lead Officer.

 

You will be responsible for the management of the strategic direction and day-to-day technical support and development of all Customer Operations telephony solutions, with the aim of continuously improving, monitoring, and resolving issues at the first point of contact. The role will also include responsibility for leading the provision of excellent customer service and technical solutions.

 

You should have experience of working in a call centre environment, end user support in a customer facing role and be able to deliver technical solutions used to support end user telephony environments.

 

You must have effective organisational, IT and verbal and written communication skills with the ability to make decisions using your own initiative.

 

You must have experience and knowledge of standard IT support functions and skills along with the ability to impart technical knowledge and experience to less experienced staff.

 

You will be a clear communicator with an ability to establish relationships with stakeholders and partners and be capable of working effectively in pressured situations.

 

Experience in local government IT support environment, development of new support packages and procedures and ability to follow automated business processes and recommend areas of improvements are desirable.

 

A degree or an HND in a computer related discipline or equivalent experience is essential.

 

Please note that this post is temporary, subject to business needs and funding for 12 Months or until the requirement for the post ceases, whichever date is the earlier.

 

If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post. If you would like further information in relation to the Disclosure Scotland checks, please visit www.disclosurescotland.co.uk