Team Leader; Call Centre

Rent Smart Wales requires landlords to register and become licensed or employ a licensed agent in their place to undertake letting and management tasks.

Cardiff Council has been designated as the single licensed authority to administer this legislation across Wales.

This is a unique opportunity for you to be at the forefront of professionalising the privately rented sector in Wales.

For more information about Rent Smart Wales please visit (Use the "Apply for this Job" box below)..wales

We are looking to recruit an experienced Contact Centre Team Leader to assist in the management of the Rent Smart Wales Contact Centre.

You will be responsible for the supervision of a team of Customer Service and Licensing Officers who take inbound enquiries via telephone and email from our service users.

The Team Leader will be responsible for leading and developing a significantly sized staff group and will work with the Contact Centre Manager and Group Leader to develop the service further.

The successful candidate will have experience of working in a call/contact centre environment, be customer focussed, have excellent communication and customer service skills and take an enthusiastic and responsible approach to all tasks.

A sound working knowledge of using software within a MS Windows (or similar) environment, a foundation of supervisory training and/or a recognised supervisory/management qualification and proven experience in a first line management (supervisory) role are required for this position.

This role is office based at County Hall, Cardiff. 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.

If you would like an informal conversation about this role prior to application, please contact Sarah Griffin on

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:

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

Additional Information:

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

Job Category Customer Services

Department Customer Services

Working Pattern/Contract Type Full Time Permanent