Citizens Advice Stockport
Oldham, Greater Manchester
Stockport, Greater Manchester
£20,723 - £22,728 per year
Permanent, Part-time, Full-time
Job description

Contact Centre Team Leader (x2)

Location: Role 1 - Oldham, Role 2 - Stockport - Travel across locations Stockport, Oldham, Rochdale & Trafford will be required.

Salary: £20,723 to point 25 - £22,728


·      Role 1 - 35 hours per week (1 FTE) working in Oldham

·      Role 2 - 21 hours per week (0.6 FTE) working in Stockport


The Citizens Advice services across Stockport, Oldham, Rochdale and Trafford are leading providers of advice and information, supporting tens of thousands of clients every year and we are now looking to recruit ambitious individuals to join our growing team.

We operate a busy contact centre dealing with over 3,500 call per month.  Our new delivery model means we are able to answer calls effectively and efficiency ensuring clients get the help and support they need as quickly as possible.

We are looking to recruit two Contact Centre Team Leaders, one full-time based in Oldham and one part-time (working over 5 days) based in Stockport.

In conjunction with the department manager, you will provide line management and day-to-day support to the contact centre, supporting both staff and volunteers to provide an excellent service to clients.

You will do this by:

  • developing the contact centre to be as effective and efficient as possible
  • ensure clients can access the service five days a week from 8.30am– 5.30pm
  • ensuring assessors targets are met and that clients receive a quality service
  • ensuring the service is adequately staffed for each session
  • helping to support, coach and develop the team of assessors

You will have experience of being a team leader or a similar position and able to demonstrate effective management of a team in a contact centre environment.

The telephone service is a vital access channel into our service and as such, we are moving into a more targeted environment - this role will be key to supporting that transition.

We value diversity, promote equality and challenge discrimination. We encourage and welcome applications from people of all backgrounds. We particularly welcome applications from people with disabilities and people from Black, Asian and Minority Ethnic groups, as they are currently under-represented in our workforce.

Closing date: Wednesday 2nd October 2019 - 12 noon

Interview date: Thursday 10th October 2019

For more information and to apply, please click on the Apply button.


Posted on: 12 September 2019
Closed date: 02 October 2019
Tags: Advice, Information, Management