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Job description

We are currently searching for an experienced manager to join the team at Swan Family in Lambeth.

This exciting new role would include:

· To manage all centre staff effectively including but not limited to managing staff punctuality, productivity, report return times, supervisions and appraisals, managing holiday rotas etc.

· To oversee the daily workload of the Contact Centre, matching workers to contacts and ensuring all work is covered and new requests are accommodated.

· To maintain and develop relationships with Local Authorities, social workers, solicitors and other professionals and service users whilst ensuring contact demands are met.

· Ensuring timely flow of information between Swanstaff departments, its’ clients, service users and workers.

· To ensure the centre is a safe environment to work in and visit.

· To participate in recruitment drives, initiatives and interviews to develop the team as and when required

· To participate in marketing drives and promotional activities to expand the service

· To conduct Safeguarding (Warner) interviews with candidates where required.

· To ensure the content of reports submitted by Supervised Contact Workers, is quality assured addressing any issues identified by these reports to the relevant channels. Liaising with service staff to improve the quality of reports where required.

· To write and deliver training sessions for service staff as required, upon request of Divisional Manager or Compliance Team.

· To resolve daily operational problems and queries efficiently and effectively, escalating where needed.

· To promote a professional service at all times that adheres to Swanstaff Core Values

· To follow Swanstaff and NACCC policies and procedures for the service; including but not limited to safeguarding and child protection, confidentiality and Health and Safety.

· To provide feedback and reporting to the Divisional Manager on a regular basis.

· To be prepared to work flexibly and outside office hours as appropriate.

· To work with Swanstaff departments to share information for the business needs and service delivery including data monitoring and service performance reviews.

· To coordinate planning and review meetings with our clients and service users, ensuring information is shared to the appropriate people.

· To ensure the centre standards are maintained and the centre is always clean and tidy.

· To ensure that the centre is a welcoming environment and that high customer service standards are upheld by all staff.

Performance Measurement

· Meeting or exceeding deadlines and timeframes set for tasks and projects.

· Meeting or exceeding agreed Key Performance Indicators for specific projects, to be agreed prior to the project commencement date

· The jobholders commitment to, and success in, their Personal Development Plan

· Improvement in the quality and content of service provided

· Ability to cope with periods of high workload and prioritise tasks

· Contribution to the overall team effort

· Achievement of goals indicated in monthly performance reviews

· Achievement of all areas of minimum performance standards

Strict Confidentiality

Due to the nature of the information the job holder will be exposed to, it is essential that they maintain the highest level of confidentiality at all times. Failure to do so may result in disciplinary action, up to and including dismissal.

Supervision

The jobholder works within the guidelines laid down by the Manager, being adaptable to the changes in the priorities dictated by the superior

Decision Making

· The jobholder is responsible for prioritising his/her daily workload whilst accounting for the priorities of the Manager

Job Type: Full-time

Pay: £28,000.00-£32,000.00 per year

Benefits:

* Company pension

* Employee discount

* On-site parking

Schedule:

* Monday to Friday

* Weekend availability

Licence/Certification:

* NVQL3 or higher in Health & Social care (required)

Work Location: In person