Call Centre Manager - Access and Telecare
Call Centre Manager for Access Single Point of Access (SPA) and Dudley Telecare Services
Dudley Adult Social Care are looking for an experienced Call Centre Manager to take responsibility for Customer Service Officers, who staff all communication channels for people contacting Adult Social Care, and to manage an established Telecare Service. The Telecare Service provides a hub for all referrals for technology and managing a falls responder service that supports people back up when not injured. The Telecare Service monitors all emergency calls into the centre 24/7 and provides a response to all Corporate Calls out of hours.
The successful applicant will need experience in managing similar communication centres and of supporting a number of service areas in screening calls, providing an appropriate, effective response by ensuring staff are trained in all new delivery systems to be used by the Access SPA and Telecare services. The successful applicant will also be required to provide out of hours management support (part of a rota with other managers) for staff working 24/7.
This post is subject to the DBS checking process – enhanced check.
For further information or an informal chat please contact Marie Spittle, Head of Service – Access & Prevention on 01384 817274 or via email: email@example.com
NB. We reserve the right to close vacancies prior to the advertised date if a large number of applications are received.
Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.
If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance; https://www.wmjobs.co.uk/staticpages/20563/help/
If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk
The Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so. The Council’s full Privacy and Disclaimer Statement can be accessed on the website at http://www.dudley.gov.uk/Supporting documents
Job Description and Person Specification