Customer Team Leader - Adult Social Care

Customer Team Leader - Adult Social Care

Start: ASAP, June 2024

Duration: 6 months initially (likely to extend)  

Working hours: 37 per week, Mon - Fri

Working Pattern: Hybrid - onsite attendance as per business needs

Location: Birmingham 

Rate: £25.75 - £29.26 Umbrella, Inside IR35

Our client is looking for a Customer Team Leader - Adult Social Care on a hybrid basis in the West Midlands.

They are ideally looking for a Social Worker (Adults) who might like to take a break from their heavy workload and change environment, by working in customer services and yet keep their supervision within a team.

This is a great opportunity for the right candidate to use their knowledge and train the team and assist. You must have experience of a strength-based approach and social prescribing.

Main purpose of the job role:

• To lead and oversee an operational team of customer advisers, ensuring they deliver a high level of customer experience while promoting a positive working culture and championing new ways of working
• To identify and develop opportunities for continuous improvement and the use of digital channels for customer access and management
• To communicate verbally with customers and provide advice and/or information in accurate spoken English

Responsibilities:

• Lead change in procedure and policy based on issues encountered
• Work innovatively to resolve issues that have been escalated by either the customer adviser or senior customer adviser
• Unlock talent and maximise potential – spotting positive attributes in staff and encouraging further
• Effective communication, clearly and concisely putting across perspective and understanding of others
• Ensure value for money on all council spend within our own control
• Plan and manage own budget, ensuring it is spent well and reported accurately, in some areas this will include commercial skills and generating income
• Ensure teams have the tools they need to do their job
• Regularly manage performance of the customer experience centre team
• Lead on team performance, providing procedural updates where appropriate to ensure a better service
• Maintain high quality and lead improvements
• Ensure all members of staff have a clear view on their responsibility and the wider responsibility of the customer experience centre

Requirements:

• Excellent written and verbal communication skills, organisational skills
• Excellent supervisory and time management skills
• Ability to recommend and implement service improvements and new ways of working
• Ability to effectively supervise customer advice, prioritise own workload and that of the those reporting to ensure performance is delivered in line the service need
• Ability to ensure that confidentiality and security of information and documentation is maintained at all times, recognising that information is both confidential and sensitive
• Ability to effectively manage a team including remote workers
• Ability to project manage (defining the plan, deliver and implement)
• Ability to manage relationships at a senior level
• Excellent understanding of the requirements of an exemplary efficient customer support service

If you are interested in the role, we would love to hear from you! Please apply to receive more information.