Team Leader Response Line  (Worthing) 

Full-Time, permanent

Circa £29,000 dependant on experience

Based at either our Worthing, Littlehampton or Crawley offices

With a new MS Dynamics CRM system arriving this autumn, we have a great opportunity for an experienced contact centre supervisor passionate about developing digital technologies to shape the future of our CRM and enhance customer experience.

Our Services
We are a successful charity provider working in community and hospitals with a critical service contract to deliver across the county. We offer a wide range of wellbeing support options and our plans focus on using digital technology and our fundraising to do even more for carers.

Your Role
Managing a small team of dedicated response line staff and a larger pool of carer facing staff working on a rotational basis, you will be responsible for the operational delivery of an information, advice, support and advocacy service to carers. The service runs Monday to Friday 9 am – 5pm, Wednesday to 7pm and Saturday 10 am – 12pm.

With an experienced team including technical project management support, you’ll be given the tools to succeed.

Key responsibilities include;

  • Leading a team to ensure service quality targets and KPIs are achieved

  • Developing the new CRM system in conjunction with IT support to optimise service, reduce waiting times, increase the number of carers receiving a service and enhance carer experience.

  • Identifying training and development needs of staff in relation to the new CRM and develop and deliver (with the support of colleagues), training to optimise use.

  • Ensuring data is processed and stored in line with GDPR

  • Monitoring, evaluating and reporting on activity and quality for contract compliance and internal management reporting.

  • Responsibility for the response line budget.

  • As part of the wider CSWS Management Team, participating in a duty manager system on a shared rota basis across 7 days per week.

Working for us

Employing more than 90 staff and 70 volunteers, we make a real difference to over 22,000 friend and family carers that we support across West Sussex.

You will be assured of a friendly and supportive working environment and flexible and family friendly working practices. Our staff are supported with regular training opportunities, supervision and access to employee assistance programmes and a shopping savings platform. For staff who are carers themselves we offer paid carer’s leave and paid time off to attend their own support group.

As well as an attractive salary we offer 25 days annual leave plus bank holidays rising to 28 days after 5 years’ service (pro-rata for part-time), a pension scheme and free parking at our offices.

The role can be based in either our Crawley, Worthing or Littlehampton office but will involve regular travel to the other offices.

If you’d like to become part of a dedicated team and be rewarded by job satisfaction while making a real difference to your local community, we’d love to hear from you.

To Apply
Please complete the application form, by clicking on the button below.

You must clearly state how you meet the requirements of the Job Description and Person Specification giving examples where possible. CV’s are not invited for this vacancy and will not be taken into consideration when shortlisting.

This post is subject to a Standard DBS check.

Application closing date: Midnight Sunday 9th June

Interview date: Friday 21st June in Worthing

Job Description
Person Specification
Download an application form to return (word document)
Apply for this position