Opus People Solutions is recruiting on behalf of 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 is a multi-channel, 24-hour contact centre who act 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.
You will be:
A key point of contact for the Independence and Wellbeing advisors' queries and any escalation around their calls.
Expected to manage demand within the contact centre (calls, webchat, portal, and emails) ensuring that all tasks are covered.
Working closely alongside the Team Manager and Change Manager, escalating where appropriate.
Confident in decision making and prioritising workload.
A key contact in ensuring that Suffolk's residents and those referring them, receive the best service possible.
Responsible for the line management of a team of Independence and Wellbeing Advisors.
This is an exciting opportunity for anyone wanting to utilise social care knowledge in a management position.
Your responsibilities
Manage a Team of Independence and Wellbeing Advisors - managing performance and identifying improvement opportunities.
- Manage allocation of tasks throughout the day and take responsibility for managing demand within the contact centre.
- Be able to remain calm during stressful situations or unfamiliar circumstances, escalating to Customer First Team Manager where appropriate.
- Document performance conversations, including 121's and PDR's in line with Suffolks ASPIRE values
- Be passionate about social care and be able to engage people in working together
- Clarify tasks, plan work in advance and be able to prioritise work to achieve deadlines.
- Understand budget constraints and appropriate management of resource
- Support with recruitment, training and the induction of new staff within the Customer First and Emergency Duty Service Teams
- Respond to complaints or escalation in a timely manner
- Oversee and manage the Emergency Duty Service rota and Customer First rota, approaching staff where needed for shift cover / swaps.
- Lead on Team meetings and training sessions
- Be involved in monthly forecasting meetings - working closely with Intraday Analyst to identify any concerns with staffing levels / call volumes
- Be responsible for leading on Business Continuity where appropriate
Successful candidates will have the following:
Passionate about social care and providing exceptional service
Qualification:
Good level of literacy and numeracy skills
Evidence of continued professional development
Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)
The ability to problem-solve and define a problem systematically
Demonstratable understanding of data protection and safeguarding legislation
The ability to clarify tasks and prioritise work to achieve deadlines
The ability to make decisions in pressurised situations.
Line management experience is desirable but not essential.
“Suffolk County Council’s WE ASPIRE values: Wellbeing, Equality, Achieve, Support, Pride, Innovate, Respect and Empower.
The mission is to make a positive difference for Suffolk; committed to working together, striving to improve, and securing the best possible services.
Suffolk County Council’s Ambitions based on the council's objectives as laid out in our Corporate Strategy for 2022-26 – Our Ambitions”
