Accommodation Office Team Lead

2 weeks ago

Ipswich, Suffolk, United Kingdom Suffolk County Council Full time
Job Title: Accommodation Office Team Leader

Join Suffolk County Council as a key member of the Customer First team, working from Beacon House in Ipswich. As a Team Leader, you will be responsible for delivering high-quality professional front-line services to both internal and external customers.

Your Role:
  • Manage a team of Independence and Wellbeing Advisors, providing guidance and support to ensure excellent service delivery.
  • Oversee the allocation of tasks and manage demand within the contact centre, ensuring all tasks are covered.
  • Work closely with the Team Manager and Change Manager, escalating issues as necessary.
  • Make confident decisions and prioritize workload to achieve deadlines.
  • Ensure Suffolk's residents and those referring them receive the best possible service.
Your Responsibilities:
  • Line manage a team of Independence and Wellbeing Advisors, focusing on performance management and identifying improvement opportunities.
  • Manage the allocation of tasks throughout the day and take responsibility for managing demand within the contact centre.
  • Remain calm during stressful situations or unfamiliar circumstances, escalating to the Customer First Team Manager as needed.
  • Clarify tasks, plan work in advance, and prioritize work to achieve deadlines.
  • Understand budget constraints and manage resources effectively.
  • Support with recruitment, training, and 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 for shift cover or swaps as needed.
  • Lead on Business Continuity where appropriate.
You Will Need:
  • A passion for social care and providing exceptional service.
  • A good level of literacy and numeracy skills.
  • Evidence of continued professional development.
  • Relevant computer literacy (Explorer, Chrome, Word, Excel, Outlook).
  • The ability to problem-solve and define a problem systematically.
  • Demonstrable understanding of data protection and safeguarding legislation.
  • The ability to clarify tasks and prioritize work to achieve deadlines.
  • The ability to make decisions in pressurized situations.

Please contact Sian Alexander for a casual conversation. This authority is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts.

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