Empower team members by providing clear guidance, support and coaching on complex technical processes and systems within a set of guidelines, fostering a collective talent that results in enhanced performance and achievement of objectives. * Meet customer expectations through effective call handling by demonstrating exceptional communication skills, active listening, and empathy. Resolve complex and escalated enquiries from internal/external stakeholders promptly and professionally, provide accurate information, and ensure a positive customer experience. * Organise multi-agency meetings which can be complex. Capture accurately decisions and summarise key information effectively during meetings. * Maintain a high level of knowledge of processes and procedures in own area of work. * Achieve high accuracy in data input onto all aspects of work such as spreadsheets and bespoke databases. * Collect, collate, analyse, and disseminate statistical data relevant to the service unit. * Interrogate, review and interpret diverse information efficiently, to extract required information for daily tasks. Provide meaningful insights through the dissemination of information, contributing to informed decision-making and effective monitoring of service performance. * Contribute to the redesign of workflows within databases to enhance efficiency. * Ensure that data area records are meticulously maintained and kept up to date