Team Manager

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Job Description

• Suffolk County Council - Beacon House, Ipswich IP1 5PB - Hybrid
• £39,513 per annum (pro rata for part time)
• 37 hours per week - Flexible working options available
• Fixed Term or Secondment up to 13 months (maternity leave cover)

An opportunity has arisen for a Customer First Team Manager to join Contact and Assessment Services on a seconded basis until January 2026.

Reporting directly to the Team and Business Change Manager, the successful post holder will be involved in the future development of services across the whole of Contact and Assessment. Current priorities include the development of the front door model for Adult Social Care (ASC), and Emergency Duty Service (EDS) and line management of the Team Leader group within Customer First.

Your role and responsibilities

• actively manage and support Customer First Team Leaders and Independence and Wellbeing Advisors and be personally accountable for Customer First and delivery targets within the broader remit of the team
• be accountable for the overall performance of Customer First through establishment control, budget management, risk management, performance management and behaviour management and be a point of escalation for Team Leaders
• this role will be fast paced and will require you to work independently, managing conflicting priorities and supporting the Team and Business Change Manager and the leadership team to achieve transformation objectives
• responsible for supporting the Team and Business Change Manager and the wider ASC management team in the effective operation and delivery of improved outcomes for customers
• act as point of escalation in the absence of the Team and Business Change Manager
• ability to work on your own initiative, but able to escalate issues when needed
• you'll be confident in working with groups of different stakeholders and bring a good level of knowledge about the operational elements of Contact and Assessment, including workforce management, demand profiling and data analytics, as well as having a good understanding of wider ASC and Children and Young People (CYP) processes
• provide senior support to planning, process mapping, service redesign, procurement, and contract management activity
• provide a documentary support, creating activity plans, presenting to groups of stakeholders and may be required to develop a good level of technical understanding of systems and processes that are unfamiliar
• be a lead role in Business Continuity for Customer First and Beacon House.

You will need

• a good level of education to degree level / NVQ5 Customer Service/Health and social care or equivalent relevant qualification / demonstrable experience
• a supervisory level Qualification, i.e. Certificate in Management Studies or equivalent relevant qualification / demonstrable experience.

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.

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

For more information

Please contact Laura Burns/Karen Wilson for a casual conversation. You can reach them by calling 01473 296543 (LB) or 01473 265649 (KW) or emailing Laura.Burns@suffolk.gov.ukor Karen.Wilson@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 (JPP) (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 manage a high-volume customer service operation. How did you ensure your team maintained excellent customer service standards?
2. Tell us about an experience where you had to manage conflicting priorities. How did you prioritise and ensure key deliverables were met?
3. Describe a time when you had to provide performance feedback and coaching to your team members. How did you approach this, and what was the impact?
4. Discuss an experience where you had to lead on business continuity planning. What were the key considerations, and how did you ensure preparedness?

Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage 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 emailingrecruitment@suffolk.gov.ukor 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, 3 December 2024.

Interview date:9 December 2024.

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).