Job Summary
Team Leader – Customer First (Hybrid) – 37 hours per week – Permanent contract – Salary: £34,434 per annum (pro rata for part time).
Your role
Reporting to the Customer First Team Manager, you will deliver high quality frontline services, lead daily operations of the contact centre, allocate resources and act as a point of escalation.
Responsibilities
* Manage a team of Independence and Wellbeing Advisors, including performance management and improvement.
* Allocate tasks throughout the day and manage demand within the contact centre (calls, webchat, portal, and emails).
* Remain calm during stressful situations, escalating to the Team Manager when appropriate.
* Document performance conversations (121s and PDRs) in line with Suffolk's ASPIRE values.
* Engage staff and promote a collaborative work environment.
* Plan work, prioritise tasks and meet deadlines.
* Understand budget constraints and manage resources efficiently.
* Support recruitment, training, and induction of new staff.
* Respond to complaints or escalations promptly.
* Oversee Emergency Duty Service rota and Customer First rota, arranging shift cover and swaps.
* Lead team meetings and training sessions.
* Participate in monthly forecasting meetings with the Intraday Analyst.
* Lead Business Continuity initiatives where needed.
Qualifications
* Passionate about social care and providing exceptional service.
* Good literacy and numeracy skills.
* Evidence of continued professional development.
* Computer literacy: Explorer, Chrome, Word, Excel, Outlook.
* Systematic problem solving and definition of problems.
* Understanding of data protection and safeguarding legislation.
* Ability to clarify tasks and prioritise work.
* Decision making in pressured situations.
* Line management experience desirable but not essential.
Benefits
* 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 and cost‑of‑living increase.
* Training and encouragement to expand your knowledge.
* Career development opportunities across the organisation.
* Diverse and active staff networks.
* Flexible working options; right to request flexible working from your first day.
Equality and Diversity
We welcome applicants from all backgrounds, especially those from groups currently under‑represented within the organisation.
Closing Date
26 May 2026.
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