Team Leader

at  Suffolk County Council

• Suffolk County Council - Beacon House, Ipswich, IP1 5PB - Hybrid
• £33,366 per annum (pro rata if part time)
• 37 hours per week - Flexible working options available
• Fixed Term or Secondment until January 2026

An exciting opportunity has arisen to join the Suffolk County Council (SCC) Customer First as a Team Leader working from Beacon House.

• Would you like to work in an incredibly varied, challenging and rewarding role?
• Are you passionate about making a positive difference in the lives of children and adults in Suffolk?

YOUR ROLE

Reporting directly to the Customer First Team Manager, the successful post holder will be responsible for delivering high quality professional front line services to both internal and external customers. You will take daily operational lead on resource allocation and managing demand, acting as a point of escalation as required.

YOUR RESPONSIBILITIES

• manage a Team of Independence and Wellbeing Advisors – managing performance and identifying improvement opportunities
• manage allocation of tasks throughout the day and take responsibility for managing demand within the contact centre
• be able to remain calm during stressful situations or unfamiliar circumstances, escalating to Customer First Team Manager where appropriate
• clarify tasks, plan work in advance and be able to prioritise work to achieve deadlines
• understand budget constraints and appropriate management of resource
• support with recruitment, training and the induction of new staff within the Customer First and Emergency Duty Service Teams
• respond to complaints or escalation in a timely manner
• oversee and manage the Emergency Duty Service rota and Customer First rota, approaching staff where needed for shift cover / swaps
• be responsible for leading on Business Continuity where appropriate.

You will need

• passionate about social care and providing exceptional service
• good level of literacy and numeracy skills
• evidence of continued professional development
• relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)
• the ability to problem-solve and define a problem systematically
• demonstrable understanding of data protection and safeguarding legislation
• the ability to clarify tasks and prioritise work to achieve deadlines
• the ability to make decisions in pressurised situations
• line management experience is desirable but not essential.

You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don’t meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
In your training you will work closely alongside Team Leaders shadowing tasks and working alongside the Customer First Team Manager.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.