Integrated Contact Centre Manager
| Posting date: | 05 July 2024 |
|---|---|
| Salary: | £48,474 to £51,515 per year |
| Hours: | Full time |
| Closing date: | 16 July 2024 |
| Location: | The Vale of Glamorgan, Wales |
| Remote working: | On-site only |
| Company: | Vale of Glamorgan Council |
| Job type: | Permanent |
| Job reference: | RES00406 |
Summary
About us
Wellbeing Matters is an innovative and transformational integrated service supporting some of our most vulnerable citizens through a single point of access for health, social care and wellbeing services.
The service aims to improve the wellbeing outcomes for citizens by proactively offering Cardiff Vale University Health Board primary care services and social care and wellbeing support provided by Vale of Glamorgan Council and third sector partners so that they can lead healthy, independent and fulfilling lives.
Core services operate from 8am to 6pm Monday to Friday, with some services operating 24 x 7 x 365 days per year.
About the role
This is an exciting opportunity to play a key role in transforming contact centre services for health and social care while driving high performance in core council contact centre services.
Your experience of successfully managing change will help you to bring together multi-disciplinary and cross-organisational contact centre teams to create integrated services that make it easier for our residents to access health and social care services. You will have experience of positively challenging existing ways of working to drive change, as well as an understanding of how digital technologies can improve performance as well as citizen outcomes.
Working closely with the service leads and operational support roles to ensure that established and newly created service within the Wellbeing Matters contact centre operates effectively and efficiently to meet the health, social care and wellbeing needs of citizens.
This role will play a key part in ensuring that people get the right service at the right time, utilising local service knowledge and contact centre metrics to improve individual and service performance.
This role will be responsible for the line management of a number of team leads in a complex, multi-agency environment and matrix management for the Wellbeing Matters call handlers.
This is a permanent post, however we are willing to consider applications on a 2 year secondment basis from candidates currently employed by Cardiff and Vale University Health Board and Vale of Glamorgan Council
About you
You have a demonstrable passion for delivering excellent customer service and improving outcomes for our citizens.
You are an experienced, innovative and motivational contact centre leader with the ability to use a deep understanding of contact centre efficiency and quality metrics to understand and improve performance. Matched with an inclusive leadership style and ability to clearly communicate requirements you inspire others to create excellent experiences for citizens and colleagues.
Your collaborative, positive and highly organised approach will help you to deliver success in a complex environment with a wide range of stakeholders.
Resilient, positive and versatile you have experience of delivering success in a similar environment.
A knowledge of health and social care services in the community would be an advantage but full training will be given.
Wellbeing Matters is an innovative and transformational integrated service supporting some of our most vulnerable citizens through a single point of access for health, social care and wellbeing services.
The service aims to improve the wellbeing outcomes for citizens by proactively offering Cardiff Vale University Health Board primary care services and social care and wellbeing support provided by Vale of Glamorgan Council and third sector partners so that they can lead healthy, independent and fulfilling lives.
Core services operate from 8am to 6pm Monday to Friday, with some services operating 24 x 7 x 365 days per year.
About the role
This is an exciting opportunity to play a key role in transforming contact centre services for health and social care while driving high performance in core council contact centre services.
Your experience of successfully managing change will help you to bring together multi-disciplinary and cross-organisational contact centre teams to create integrated services that make it easier for our residents to access health and social care services. You will have experience of positively challenging existing ways of working to drive change, as well as an understanding of how digital technologies can improve performance as well as citizen outcomes.
Working closely with the service leads and operational support roles to ensure that established and newly created service within the Wellbeing Matters contact centre operates effectively and efficiently to meet the health, social care and wellbeing needs of citizens.
This role will play a key part in ensuring that people get the right service at the right time, utilising local service knowledge and contact centre metrics to improve individual and service performance.
This role will be responsible for the line management of a number of team leads in a complex, multi-agency environment and matrix management for the Wellbeing Matters call handlers.
This is a permanent post, however we are willing to consider applications on a 2 year secondment basis from candidates currently employed by Cardiff and Vale University Health Board and Vale of Glamorgan Council
About you
You have a demonstrable passion for delivering excellent customer service and improving outcomes for our citizens.
You are an experienced, innovative and motivational contact centre leader with the ability to use a deep understanding of contact centre efficiency and quality metrics to understand and improve performance. Matched with an inclusive leadership style and ability to clearly communicate requirements you inspire others to create excellent experiences for citizens and colleagues.
Your collaborative, positive and highly organised approach will help you to deliver success in a complex environment with a wide range of stakeholders.
Resilient, positive and versatile you have experience of delivering success in a similar environment.
A knowledge of health and social care services in the community would be an advantage but full training will be given.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.