JOB DESCRIPTION
ROLE: Contact Centre Deputy Manager
LOCATION: Coventry, CV1
RESPONSIBLE TO: Contact Centre Manager
Salary: £29,000 per year
Working hours: 39.5 hours per week
Working days: Tuesday-Saturday (including bank holidays)
Main Objectives:
The Deputy Manager supports the Centre Manager in the day-to-day management of the Family Time and Family Support services offered by the organisation, ensuring the safe, child-focused delivery of services. A key part of the role is the coordination and set-up of referrals, including meeting with parents, social workers and any other professionals involved to establish clear expectations, assess risk, and agree service arrangements.
The Deputy Manager also plays a central role in reviewing cases where concerns arise, holding review meetings with parents and professionals as required, and ensuring appropriate safeguarding actions are taken. The role combines operational oversight, safeguarding support, staff supervision, and quality assurance, and provides cover for the Centre Manager when required.
Key Responsibilities:
General
Proactively take ownership in developing own knowledge to understand the context of the work of the company and associated risks, challenges and priorities
Maintain at all times strict confidentiality of information relating to any sensitive information
Communicate information effectively using the correct channels;
Ensure familiarisation and adherence with Swan Family's policies and procedures at all times
Meet obligations in respect of Health and Safety, primarily not putting self and others at risk of harm
Carry out responsibilities effectively, accurately, promptly and in a well-organised way
Observe and work to the Swan Family's Core Values
Dispose of confidential paperwork appropriately using secure methods
To uphold Swan Family's core values, including treat all with respect. Swan Family operate as an anti-bullying organisation. Any abuse of this policy will be dealt with by disciplinary action, up to and including dismissal.
Principal Duties
To assist the manager in the general running of the centre and to undertake his/her responsibilities as may be designated in their absence, including attending the Centre Managers meeting at Head Office
To manage the daily workload of the Supervised Contact Workers, matching workers to contacts and ensure all work is covered.
To maintain and develop relationships with Local Authorities, social workers, solicitors and other professionals and service users whilst ensuring contact demands are met.
To ensure the centre is a safe environment to work in and visit.
Ensuring timely flow of information between Swan Family, its clients and workers.
To conduct Safeguarding (Warner) interviews with candidates where required.
To check the content of reports submitted by Supervised Contact Worker, addressing any issues identified by these reports to the relevant channels. Liaising with service staff to improve the quality of reports where required.
To coordinate planning and review meetings and booking with our clients and service users, ensuring information is shared to the appropriate people, and take payments if required.
To work with Swan Family departments to share information for the business needs and service delivery including data monitoring and service performance reviews.
To write and deliver safeguarding training sessions for service staff as required, upon request of Family Support Services Manager.
To follow Swan Family and NACCC policies and procedures for the service; including but not limited to safeguarding and child protection, confidentiality and Health and Safety.
To resolve daily operational problems and queries efficiently and effectively.
To promote a professional service at all times.
To provide feedback and reporting to the Contact Centre Manager on a regular basis.
To be prepared to work flexibly and outside office hours as appropriate, including supervising contacts if required.
To ensure the centre standards are maintained and the centre is always clean and tidy.
To ensure that the centre is a welcoming environment and that high customer service standards are upheld by all staff.
Performance Measurement
The jobholders commitment to, and success in, their Personal Development Plan. Improvement in the quality and content of service provided.
Ability to cope with periods of high workload and prioritise tasks
Contribution to the overall team effort
Achievement of goals indicated in monthly performance reviews
Achievement of all areas of minimum performance standards
Strict Confidentiality
Due to the nature of the information the job holder will be exposed to, it is essential that they maintain the highest level of confidentiality at all times. Failure to do so may result in disciplinary action, up to and including dismissal.
Supervision
The jobholder works within the guidelines laid down by the Manager, being adaptable to the changes in the priorities dictated by the superior.
Decision Making
The jobholder is responsible for prioritising his/her daily workload whilst accounting for the priorities of the Manager.
Job Types: Full-time, Permanent
Pay: £29,000.00 per year
Benefits:
* Company pension
Work Location: In person