Senior Independence and Wellbeing Advisor

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Job Description

• Suffolk County Council - Beacon House, Ipswich IP1 5PB - Hybrid
• £27,711 per annum (pro rata for part time)
• 37 hours per week - Flexible working options available
• Fixed Term or Secondment until January 2026

As a Senior Independence and Wellbeing Advisor, you will play a crucial role in delivering high-quality, professional frontline services to both internal and external customers. Your expertise will ensure that demand within the contact centre is managed efficiently, and you will provide supervisory support to Team Leaders while acting as a mentor to Independence and Wellbeing Advisors.

Key responsibilities

• primary contact: Serve as the main point of contact for Independence and Wellbeing Advisors, addressing their queries and managing any escalations related to their calls
• demand management: Oversee the contact centre's operations, including calls, webchat, portal, and emails, ensuring all tasks are covered and managed effectively
• collaboration: Work closely with Team Leaders and the Team Manager, escalating issues when necessary to maintain smooth operations
• decision making: Confidently make decisions and prioritise workloads to ensure optimal service delivery
• customer service: Ensure that Suffolk's residents and those referring them receive the best possible service.

Your responsibilities include

• acting as a duty point of contact for Customer First Independence and Wellbeing Advisors, providing expert advice and guidance
• managing the daily functions and incoming demand of the contact centre
• triaging incoming work via the portal and emails
• collaborating with internal colleagues to achieve shared outcomes, such as the Multi-Agency Safeguarding Hub (MASH) and Independence and Wellbeing Service (IWS)
• providing feedback, mentoring, and proactive floor walking in the office
• escalating any issues or concerns about the contact centre's operations to the Team Manager
• problem-solving customer queries to achieve mutually beneficial solutions
• supporting newer staff with training and development
• delegating and allocating tasks to the wider team for completion.

You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.

The team

Customer First is a collaborative team that supports one another to ensure a high standard of service. Our team comprises individuals at various stages in their careers, and we are committed to supporting career development opportunities. During your training, you will work closely with Team Leaders, shadowing tasks, and collaborating with the wider Customer First Team.

Empowering Everyone

We're big believers in potential, possibility and the power of different ideas. We're always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report (suffolk.gov.uk).

For more information

Please contact Katie Edwards for a casual conversation. You can reach them by calling 01473296553 or emailing Katie.Edwards2@suffolk.gov.uk

If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application.

How to apply

Step 1 - Read the Job and Person Profile (docx).

Step 2 - Click 'Apply Now' to start your online application.

Step 3 - Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.

1. Describe a time when you had to act as an escalation point for customer queries. How did you manage the situation and support your team?
2. Can you give an example of a time when you had to solve a difficult problem in the contact centre? What steps did you take to find a solution?
3. Describe a situation where you had to make a quick decision under pressure. How did you ensure that your decision was effective and beneficial for all parties involved?
4. How do you stay updated with relevant policies, processes, and practices to support continuous knowledge development within your team?

Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. If you would like an adjustment to this process due to a disability, please contact us at 03456 014412 or recruitment@suffolk.gov.uk

We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We ask you to present your own work and ideas throughout the application process.

If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.

Closing date: 11.30pm, 26 May 2025.

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 (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid

About Us

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We're driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

In return, you'll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).