Contact Centre ASC Supervisor

The ASC Information and Advice Service acts as the front door for all new referrals and requests for Adult Social Care, handling referrals and enquiries from residents, members of public and partner agencies, signposting to community based services and guiding individuals through the complex and emotive process of requiring social care or additional support to remain independent. You will be working in a fast-paced environment, where the diverse experience and backgrounds of our customers are recognised and respected. We are now recruiting a Supervisor, to lead and develop a team of Advisory and Information Officers and play a pivotal role in ensuring that our residents receive a timely and high quality service when they need us., As the public voice of the Council, you will have an extremely important role to play, which demands a positive and proactive attitude. The Contact Centre ASC Supervisor supports to overall running of the I&A Contact Centre team and is central to delivering a high-quality front-door service for Adult Social Care. You will line-manage up to 8 front line Advisory and Information Officers, providing robust performance management and driving continuous improvement in both timeliness and quality of service. You will report to the Contact Centre ASC Team Manager and work alongside 2 other Supervisors and a Senior Officer within the team, in addition to the wider front line Officers. You will be responsible for:

• Overseeing the prioritisation, triage and processing of new referrals and information from the public and professionals
• Oversight of the Portal and Email channels, ensuring requests are responded to and escalated appropriately
• Supporting workforce planning, Organisational Management and recruitment for the team
• Collecting and reviewing data to shape service improvements
• Providing subject matter expertise and support on service development and improvement projects, and preparations for LGR
• Ensuring strong performance management and high-quality standards across the team, through coaching, training and person- centred development
• Real time management of staff across telephony and electronic channels, responding to fluctuating demands effectively
• Working collaboratively with Adult Social Care/AWHP colleagues, partner agencies and other Customer Services teams
  
  This is a role requiring sound judgement, resilience, and the ability to work with minimal supervision while driving a culture of continuous improvement.
Your Application In order to be considered for shortlisting, your application will clearly evidence the following skills and align with
• Experience of providing high levels of customer care and professionalism
• Experience as a Manager, Supervisor or Team Leader in a fast-paced environment
• A robust understanding of Safeguarding/Care Act policies and procedures and an ability to follow the surrounding processes, procedures and identify risks accordingly
• Excellent IT skills and ability to use databases to a high standard of accuracy and a strong eye for detail
• Ability to work effectively and flexibly and as part of a team
• Experience of people management adhering to and upholding Surrey CC's People Policies
• Excellent spoken and written English with effective communication and interpersonal skills with both residents, fellow professionals and team members
  
  This role has a starting salary of £41,585 per annum, based on a 36 hour working week.
Are you passionate about leading and inspiring teams in a fast-paced, dynamic environment? Do you thrive on making a real difference to the lives of Surrey residents who have additional needs and disabilities? If so, the Contact Centre ASC Supervisor role could be the perfect next step in your career. We are recruiting a Contact Centre Supervisor based within Surrey's award-winning Contact Centre at Dakota, 11 De Havilland Drive, Brooklands in Weybridge. There will be an opportunity to work from home for part of the week following induction. Our Offer to You
• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.