Operational Team Leader – Social Care Out of Hours
Salary: £37,035 - £41,511 per annum
Grade: JK
Contract Type: Permanent
Vacancy Hours: An average of 37 hours per week working 4 days on, 4 days off with weekend working and bank holidays
Shift patterns will be worked on a rota basis, Monday - Sunday
Location: Northallerton – hybrid working available.
We are recruiting for an Operational Team Leader to join our successful Specialist Customer Service team in Northallerton.
The Specialist Customer Service Advisors supports the Emergency Duty Team for North Yorkshire and York through a range of shift patterns to provide 24/7 coverage. Shift patterns will include weekends and bank holidays on a rota basis. The role includes enhancements for night shifts, weekends, and bank holiday work where applicable. This could allow you to earn an £44 additional for each night shift and an additional £30 for each day worked over the weekend. These enhancements would total approximately £4,500 annually.
The role…
As an Operational Team Leader, you will lead, motivate and support a team of Specialist Customer Service Officers to deliver a high quality, high performing, responsive and customer orientated service that provides the first point of contact.
You will undertake the day to day management and development of Specialist Officers who will be ensuring appropriate access to more complex services including, but not limited to, Health and Adult Services, Mental Health Services and Children’s Social Care. You will be committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
This post will be overseeing the Specialist Customer Service Advisors and you will be required to work on a shift basis with a 4 days on, 4 days off rotation as an Out of Hours Team Leader which will include night, evening and weekend working.
This role is pivotal to the success of our organisation and is an extremely rewarding position where you can make a real difference, both to your team and within the communities across North Yorkshire.
What you will bring…
We are seeking enthusiastic individuals that have a passion for providing an outstanding level of customer service to our communities and customers across North Yorkshire.
Ideally, you will have:
· Knowledge of contact centre operations
· An understanding of Data Protection Legislation.
· Knowledge of leadership tools and techniques to manage performance in a contact centre environment
· Experience of operational team management in a multi skilled contact centre environment
· Experience of dealing with complex enquiries in a customer services environment.
· experience of dealing with complaints and difficult enquiries
· Relevant IT skills - with experience using customer databases, internet applications and Microsoft Office.
· Experience of dealing with vulnerable and/or distressed customers
· Experience of supporting a team through change
· Experience of representing customer service in the event of an emergency planning incident
· You will be able to effectively communicate verbally and in writing with customers and colleagues using a range of different channels.
· Be an innovative thinker and have a proactive approach to solving any issues that may arise.
· Have a full clean driving licence as travel to other offices in North Yorkshire may be required.
· Be able to work flexible in line with customer demand
Please refer to the Job Description for further information
What we can offer you…
As a North Yorkshire Council employee, you will have access to some great benefits via our Everybody Benefits scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial well-being and health assured, our employee assistance programme, to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish.
Contact and Apply:
If you would like an informal discussion about our role, please contact Joanne Hunter - Joanne.Hunter@northyorks.gov.uk
Applying is easy, simply click the apply button below, remove your details from your CV and upload by midnight on 12/11/24
Key Dates:
Closing date: 12th November 2024
Interview date/Assessment Centre: Week commencing 18th November 2024
Venue for Interview: County Hall Campus, Northallerton DL7 8AD
Key Documents:
A DBS/Enhanced DBS (Disclosure and Barring Service) check may be required for this post.
NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.
We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.
North Yorkshire Council (NYC) advertise vacancies on behalf of schools and external organisations (third parties) in North Yorkshire. NYC are not responsible for the recruitment/employment practices of third parties and accept no liability in relation to the vacancy and any subsequent recruitment/employment processes. Enquiries regarding the vacancy or practices should be made directly with the third party.
North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.
North Yorkshire Council are committed to the health and safety of our employees and of others including the general public. It has a responsibility to ensure employees who hold a position that is deemed to be safety critical as it requires the performance of duties which are directly related to the safe operation or security of a facility, piece of equipment or vehicle, handling of chemicals or work at height or in confined spaces and which, if not performed properly, could result in a serious safety risk or environmental hazard to employees, a facility or the general public , do not attend work whilst under the influence of drugs or alcohol. Individuals offered employment with North Yorkshire Council will be subject to the Workplace Substance Misuse policy. For safety critical roles as detailed above, random alcohol and drug testing may take place during the course of employment.