Job Title: Team Leader
Suffolk County Council
Hourly rate: £16.63
37 hours per week
Temporary till end of March
Opus People Solutions is recruiting on behalf of Suffolk County Council for a Team Leader to support the Team Manager in the effective operation and delivery of excellent customer service in the Contact Centre.
About the role:
You will be working at a Customer First, a multi-channel, 24-hour contact centre that acts as the first point of contact for Social Care in Suffolk. We operate across Adult and Community Services, Children and Young People Services, and Mental Health.
Reporting directly to the Customer First Team Manager, the successful post holder will be responsible for delivering high-quality professional front-line services to both internal and external customers. You will take daily operational lead on resource allocation and managing demand, acting as a point of escalation as required.
Your responsibilities
1. Manage a Team of Independence and Wellbeing Advisors - managing performance and identifying improvement opportunities.
2. Manage allocation of tasks throughout the day and take responsibility for managing demand within the contact centre.
3. Remain calm during stressful situations or unfamiliar circumstances, escalating to Customer First Team Manager where appropriate.
4. Document performance conversations, including 121's and PDR's in line with Suffolk's ASPIRE values.
5. Be passionate about social care and engage people in working together.
6. Clarify tasks, plan work in advance, and prioritise work to achieve deadlines.
7. Understand budget constraints and appropriate management of resources.
8. Support with recruitment, training, and the induction of new staff within the Customer First and Emergency Duty Service Teams.
9. Respond to complaints or escalations in a timely manner.
10. Oversee and manage the Emergency Duty Service rota and Customer First rota, approaching staff where needed for shift cover/swaps.
11. Lead on Team meetings and training sessions.
12. Be involved in monthly forecasting meetings - working closely with the Intraday Analyst to identify any concerns with staffing levels/call volumes.
13. Be responsible for leading on Business Continuity where appropriate.
Successful candidates will have the following:
1. Passion for social care and providing exceptional service.
2. Good level of literacy and numeracy skills.
3. Evidence of continued professional development.
4. Relevant computer literacy (Explorer, Chrome, Word, Excel, Outlook).
5. The ability to problem-solve and define a problem systematically.
6. Demonstrable understanding of data protection and safeguarding legislation.
7. The ability to clarify tasks and prioritise work to achieve deadlines.
8. The ability to make decisions in pressurised situations.
9. Line management experience is desirable but not essential.
Interested?
Apply now
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