Leicestershire County Council

Team Leader - First Contact Plus

This job is now closed

Job summary

Organisation:Leicestershire County Council

Work Location:County Hall

Worker Category:Hybrid Worker

Salary:£29,784 - £32,004 per annum (pro rata for part time)

Working Hours:37 HPW Mon-Fri

Contract Type:Fixed Term/Secondment for 3 Years

Closing Date:Friday 19th July

Interview Date(s):Wednesday 7th August

Are you looking for a rewarding career where you can make a difference supporting residents of Leicestershire?

Are you looking for an exciting job opportunity where you can build and develop your management skills in a fast paced environment?

About the Role

To be responsible for the line-management of Integrated Lifestyle Advisors. Also, to support existing and new staff on a day to day basis with training and mentoring to facilitate the effective triage of referrals, in particular to new developments/areas of work
To support the Operations Manager with the development and delivery of a range of new staff training packages
To be responsible for undertaking robust quality checks to ensure the service delivers quality information, advice, and onward referrals via an agreed Quality Assurance Framework
To ensure that the customer experience via the telephone is managed efficiently and effectively, by staff having correct knowledge and skillsets to do so
To effectively manage risk by escalating cases as appropriate to either the Operations Manager or relevant safeguarding team

Main duties of the job

This aim of this post is to support the Operations Manager by directly line-managing, training & mentoring several First Contact Plus Advisors and an Administrative Assistant.

There is a key focus required around quality assurance checks to ensure that appropriate action is being taken by staff in respect to referrals and information, advice and signposting given.

To ensure that an effective front door is maintained with telephone queries from customers and partner agencies being dealt with efficiently and effectively.

The post holder will also be expected to manage a caseload and effectively triage referrals received into the service and deliver information, advice, signposting and/or make referrals to low level preventative services.
Assistance will need to be given to the Management Team as required with planning for business development and changes as required. In addition, support with supplying relevant case studies; performance data; assistance with publicity/training events.

About us

About Leicestershire County Council

Leicestershire County Council is aStonewall Top 100,Disability Confident,Menopause Friendly,Mindful Employer,Fostering Friendly,Forces Friendly, andCycle Friendlyorganisation. In August 2021, we also signed up to theRace at Work Charter. We are strongly committed to promoting equality and opportunity, championing employee wellbeing and investing in staff training and development.

Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire.

Date posted

05 July 2024

Pay scheme

Other

Salary

£29,784 to £32,004 a year

Contract

Fixed term

Duration

3 years

Working pattern

Full-time, Flexible working, Home or remote working

Reference number

F0023-2882

Job locations

County Hall

Glenfield

Leicester

LE3 8RA

Job description

Job responsibilities

To be responsible for the line-management of First Contact Plus Advisors and Administrative Assistant. Also, to support existing and new staff on a day- to- day basis with training & mentoring to facilitate the effective triage of referrals, in particular to new developments/areas of work.

To support the Operations Manager with the development of a new hub system to manage the increased referrals due to taking on new service areas and increased staff team.

To support the Operations Manager with development and delivery of a range of new staff training packages, due to service changes and increased staffing resource.

To be responsible for undertaking robust quality checks to ensure the service delivers quality information, advice, and onward referrals via an agreed Quality Assurance Framework.

To effectively performance manage through the agreed framework and support staff accordingly.

To manage a caseload and triage generic referrals received from a range of sources including self-referrals, referrals from Leicestershire County Council, Rutland County Council and external partners, in a timely fashion accurate manner.

To effectively manage risk by escalating cases as appropriate to either the Operations Manager or to the relevant safeguarding team.

To be responsible for ensuring that the Pathway Expert approach across the FC+ referral pathways is executed via a scheduled approach.

To ensure that the customer experience via the telephone is managed efficiently & effectively, by staff having correct knowledge & skillset to do so.

To be able to identify potential services available through the scheme which could assist vulnerable adults residing in Leicestershire.

To support Management Team with Service development planning.

To track identified cases and to create case studies as required.

To inform the development or streamlining of support pathways.

To assist Management with Performance Data Reporting.

To resolve problems and where necessary escalate issues using set procedures. To always demonstrate a positive and professional attitude.