Team Leader

21 hours ago

Ipswich, Suffolk, United Kingdom Opus People Solutions Full time
About the Role

We are seeking a highly skilled and experienced Team Leader to join our team at Opus People Solutions. As a Team Leader, you will play a key role in the effective operation and delivery of excellent customer service in our Contact Centre.

As a key point of contact for our Independence and Wellbeing advisors, you will be responsible for managing demand within the contact centre, ensuring that all tasks are covered, and escalating where necessary. You will work closely with the Customer First Team Manager and Change Manager to achieve this goal.

The successful candidate will have a passion for social care and providing exceptional service. They will be confident in decision-making and prioritizing workload, with a strong ability to problem-solve and define problems systematically.

Key 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 the Customer First Team Manager where appropriate.
  • Document performance conversations, including 121's and PDR's in line with Suffolk's 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 prioritize 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 the Intraday Analyst to identify any concerns with staffing levels / call volumes.
  • Be responsible for leading on Business Continuity where appropriate.

Requirements:

  • 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.
  • Demonstratable 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.
  • Line management experience is desirable but not essential.

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