Job Description

JOB DESCRIPTION ROLE

: Contact Centre Assistant Deputy Manager

LOCATION

: Contact Centre

RESPONSIBLE TO

: Contact Centre Manager & Deputy Manager

WORK PATTERN:

Friday - Tuesday (working bank holidays)

Hours:

Sat/Sun - 9am-4pm

Mon/Tues/Fri - 9am-6pm

60 mins unpaid lunch break

MAIN OBJECTIVES

To support the Deputy Centre Manager with the administration and co-ordination of supervised contacts within the Contact Centre.

General

Proactively take ownership in developing own knowledge to understand the context of the work of the company and associated risks, challenges and priorities Maintain at all times strict confidentiality of information relating to any sensitive information Communicate information effectively using the correct channels; Ensure familiarisation and adherence with Swan Family's policies and procedures at all times Meet obligations in respect of Health and Safety, primarily not putting self and others at risk of harm Carry out responsibilities effectively, accurately, promptly and in a well-organised way Observe and work to the Swan Family's Core Values Dispose of confidential paperwork appropriately using secure methods To uphold Swan Family's core values, including treat all with respect. Swan Family operate as an anti-bullying organisation. Any abuse of this policy will be dealt with by disciplinary action, up to and including dismissal

Principal Duties

To assist the manager and deputy in the general running of the centre and to undertake the deputy managers responsibilities in their absence To assist in the scheduling and sending of the daily workload for the Contact Supervisors, matching workers to contacts and ensuring all work is covered. To assist in the checking of reports submitted by Contact Supervisors, reporting any issues identified by these reports via the relevant channels. To complete general administration duties, including compiling relevant documentation and data monitoring. To liaise with the Centre Manager and Deputy to arrange meetings, contact bookings and inform service users of these, and take payments if required. To manage reception and provide first point of contact for all visitors of the centre. To maintain and develop relationships with social workers, solicitors and other professionals, and service users whilst ensuring contact demands are met. Ensuring timely flow of information between Swan Family, clients and workers. To promote a professional service at all times. To provide feedback and reporting to the Centre Manager on a regular basis. To be prepared to work flexibly and outside office hours as appropriate, including supervising contacts if required.

Performance Measurement

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 Types: Full-time, Permanent

Pay: 12.21 per hour

Schedule:

Day shift Every weekend
Application question(s):

To be considered for this role you must have a level 3 or equivalent in Childcare. Can you confirm that you have this. Do you have a current DBS on the update service? Do you drive and have access to your own car?
Work Location: In person

Reference ID: Lambeth