Team Leader, Customer Service​/HelpDesk

Cardiff Council has a fully equipped and accredited Alarm Receiving and CCTV Centre offering 24/7 365 coverage of many of the high rise buildings and depots across the City. It is ISO and SSAIB accredited and supports the council’s obligations under the Crime and Disorder Act 1998 in working with the many agencies both internal and external in dealing with anti‑social behaviour.

An exciting opportunity has arisen for a committed individual with excellent customer service skills to assist with managing, supervising and supporting the team at the 24/7 Alarm Receiving Centre. The successful candidate will be based at County Hall and lead multidisciplinary teams to deliver a range of services in support of Customer Service outcomes and corporate priorities within a control room environment and will be responsible for the supervision of the Control Centre operatives and wardens ensuring a high quality visible and effective service to all customers.

The successful candidate will work pro‑actively to promote working relationships both internally and externally with stakeholders ensuring the highest level of customer service and also help develop a culture of fairness and togetherness. The successful candidate will also play a lead role in the development of current and emerging technology in order to enhance the customer contact services and future vision of the Alarm Receiving Centre and comply with the relevant regulations and compliance frameworks to achieve accreditation.

You will have a good knowledge of customer services and preferably will have experience of working within a control room or managing multidisciplinary teams. You will have experience of providing excellent customer service, work well in a team and have a flexible approach. You will have exceptional communication and IT skills and the ability to resolve disputes in a positive and constructive manner.

The ability to speak other languages, in particular Welsh, would be an advantage. You will be required to work on a rota basis to include weekends and bank holidays: shifts will be variable according to needs of the service.

This post is subject to a Disclosure and Barring Service Enhanced check. This vacancy is suitable for post share. We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications. We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:

-

• Application Guidance
• Applying for jobs with us
• Behavioural Competency Framework

Additional Information:

-

• Employee Charter
• Recruitment of Ex-Offenders
• Privacy Notice

If you would like an informal conversation about this role prior to application, please contact Tom Harris ().

Job Category Communities

Department Resources

Working Pattern/Contract Type Full Time Permanent