Team Leader - First Contact

Team Leader - First Contact

12 Months Secondment Opportunity 

We are looking for a Team Leader to join our Adult Social Care First Contact Team across Richmond and Wandsworth on a secondment basis to cover a maternity leave. This is an opportunity to lead and shape a busy service that is at the heart of culture change.

“Delivering the best for residents” is our vision for change in Adult Social Care across Richmond and Wandsworth. Above all, it is about promoting people’s wellbeing and supporting residents to stay active in their communities and retain their independence for as long as possible. We have embarked on an ambitious transformation programme to redesign our front door and transform our practice to achieve our vision.

This is a great opportunity for experienced Senior social care professionals or senior customer services professionals looking to expand their social care skills and progress in their management skills and knowledge.  

About the role 

The First Contact team is a busy service, responding to incoming telephone and email contacts. It is the single point of contact for Adult Social Care, striving to provide the best customer service to residents and our professional colleagues. Our vision for the First Contact team is to drive up customer service and the customer’s experience of our service but exploring efficient and innovative ways of responding to contacts.

The Service is delivered by Social Care Advisors and Senior Social Care Advisors, who work hard to deliver meaningful and targeted information and advice to local people. The Service also receives and processes referrals for other Adult Social Care Services.

What we are looking for:

• A keen interest to learn and innovate
• Ability to read and analyse data
• A passion for and experience in excellent customer service
• Excellent communication and networking skills
• Ability to lead and work as part of a team, to supervise team members, lead team meetings and manage team performance  
• Ability to influence practice and create positive change
• Ability to manage conversations which may challenge; to investigate and respond to complaints
• Experience of Management duties/tasks
• Experience of Netcall, preferred
• Experience of Mosaic, preferred

This is a busy team with a fast throughput of work, therefore excellent time management skills and the ability to manage your own workload is essential.

Interested candidates are invited to submit a statement setting out your reasons for applying for this role and how your experience and skills meet the criteria above. Your responses should be no longer than two A4 sheets. This information will be used for shortlisting purposes. 

Essential Qualifications, Skills and Experience

Knowledge: 

• An understanding of the Care Act 2014
• A sound understanding of the local authority’s statutory responsibility to safeguard vulnerable adults 
• A comprehensive understanding of strengths-based social care. 

Experience: 

Substantial experience of working in a statutory social care or health setting OR Customer services within a local authority or Health setting.

Closing Date: 1st May 2025

Shortlisting Date: 2nd May 2025

Interview Date: 7th and 8th May 2025

Test/Presentation: Interview