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Contact Centre Manager/Social Care Team Manager

Sandwell Metropolitan Borough Council
Sandwell, West Midlands
£40,760 - £45,591 per annum
Closing date
12 Jun 2020

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Job Details

The position is available on fixed term basis for 12 months from the start date.

An opportunity has become available within the Adult Social Care, Health and Well-being Directorate for the position of Social Care Team Manager of the Enquiry Team. The position is available on fixed term basis for a period of 12 months. We are seeking to appoint a Contact Centre Manager who is highly motivated and committed to delivering a service that is focused on the customer.

The Enquiry service is our contact centre and first point of contact for all Adult Social Care enquiries and services. The ideal candidate will have experience of leading and managing a contact centre, awareness of this working environment and knowledge of the performance monitoring requirements. The Enquiry Team is a dynamic responsive team working alongside colleagues in social work, therapy and re-ablement to provide a streamlined customer journey. You will have the ability to drive change, experience of planning and delivering services and reviewing outcomes of your team.

Key deliverable areas for this post are:

  • Focusing on customer outcomes
  • Delivering an enhanced customer experience that promotes well-being to local people in their local communities
  • Ensuring Team Performance is maintained in line with agreed KPI’s. This will include resolving queries through the provision of advice and information; signposting customers to other agencies who can meet their needs; referral on to the appropriate team; to process correspondence/assessments/applications received; to complete a contact assessment with new customers.

You will need to demonstrate experience of managing a contact centre and have an in depth knowledge of performance reporting and management in a contact centre setting. You need experience and knowledge of relevant legislation with the ability to work with vulnerable adults in a health and social care setting.

Opportunities to develop your skills and knowledge are available, and the attendance of training courses & skill sharing with colleagues is encouraged. If you would like to discuss this position, please call Charlotte Leadbeater-Chase, Operations Manager on 0121 569 5740 or by email at

Please note that this advert is being re-advertised and previous applications will still be considered.

Our Values; TrustUnity and Progress make us unique, they define how we do things and are reflected in the way we behave. They are important to us, guiding and shaping our organisational culture. Our values are key to us achieving Sandwell’s Vision 2030 and also guide us when we recruit.


37 hours per week - the service operates standard hours from 9am till 5.30pm Mondays to Thursdays and 9am till 5pm on Fridays.

This advert will close as soon as sufficient applications are received. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.

If you have a disability and require assistance in making an application, or have experienced a problem whilst applying for a position, please contact the Resourcing Team on 0121 569 3300 or via e-mail to:

Supporting documents
Personnel Specification
Job Description
Information for Applicants


Company info
0121 569 2200
Sandwell Council House
West Midlands

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