ASC Customer Service Team Leader

ASC Customer Service Team Leader 150 150 TCLRec
ASC Customer Service Team Leader
Contract / Temporary

Gloucestershire 5247112

Posted: 3rd April 2024 13:57
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  • Pay Rate:

    £18.06 per hour PAYE

  • Hours per Week:

    37 Monday – Friday, normal working hours

  • This opening assignment is for 6 months


    GL1 2TG

What's involved with this role:

Temporary ASC Customer Service Team Leader

Reference no: Gloucestershire 5247112

Pay Rate: £18.06 per hour PAYE

37 Monday – Friday, normal working hours

This opening assignment is for up to 6 months


Enhanced DBS disclosure required

Highly motivated and experienced individual to join the team as a Team Leader, within the Adult Social Care Customer Services Team. As a Team Leader you will play a critical role in overseeing the day-to-day operations of the department, ensuring a high level of service delivery and effective management of resources. This is an excellent opportunity for a dedicated professional looking to make a real difference to vulnerable adults within Gloucestershire.

As a Team Leader, you will need to demonstrate excellent line management skills, exhibit leadership behaviours, fostering a positive working environment and promoting continuous development. Monitor and manage demand, ensuring appropriate allocation of resources to meet the needs of the business. Make sure that the service is compliant with relevant standards, legislation, quality assurance frameworks, taking a proactive approach in maintaining and enhancing service delivery. You must have excellent communication skills to effectively liaise with internal, external stakeholders ensuring clear and concise communication flow.

Key Responsibilities

  • Provide effective leadership and management to the Customer Service team for which you are responsible, by the recruitment, mentoring and management (including performance management, appraisal reviews etc.) of the staff reporting to the post, in accordance with the County Councils policy and procedures.
  • Planning and monitoring the provision of Customer Services delivery for the service area.
  • Deal with urgent and escalated queries and resolving customer concerns and informal complaints in line with the Corporate Complaints Policy.
  • Carry out projects as required.
  • Support the allocation of work within the team in response to customer contact demands.
  • Contribute to and support the development of the current customer service team practice and processes.
  • Undertake other duties related to the work of the organisations, as may be assigned, that are consistent with the nature of the job and its level of responsibility.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.


  • Educated to degree level or a post graduate management qualification or equivalent e.g. NVQ 4 or successful completion of a recognised management development programme


  • Knowledge of relevant legislation and policy context appropriate to this post.
  • Understanding of Local Government and the policy context within which it operates.


  • Significant experience in Customer Service delivery.
  • Significant experience of effectively managing own workload.
  • Significant experience of line management, delegation, supervision, and performance assessment.
  • Experience of analysing and interpreting data in a meaningful way.
  • Effective monitoring and compliance with Information Security processes and controls.
  • Evidence and experience of working with relevant IT software and hardware solutions in the workplace.
  • Monitoring effective working practices, standards, and systems for business programme management.
  • Balancing and achieving service and corporate objectives.
  • Proven track record in managing work independently.
  • Working with Senior Managers and Partners.

Skills & Abilities:

  • Highly skilled in Microsoft Office Packages, e.g. Word, Excel, PowerPoint, and Outlook.
  • Excellent verbal communication skills.
  • Excellent written communication skills.
  • Excellent interpersonal skills and ability to work as part of a team and sets high standards by example.
  • The ability to write clear, effective, and relevant reports.
  • Ability to influence, build effective relationships and negotiate with team members, client service representatives and other relevant partners.
  • Ability to respond quickly to changing priorities and manage own workload as well as workload of others.


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Gloucestershire 5247112
ASC Customer Service Team Leader
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: Gloucestershire 5247112
ASC Customer Service Team Leader
Client Category: Local Authority

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Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

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