Call Services Shift Supervisor
Service: Finance Services - Transactions
Grade scale: Grade 2 Level 3 plus 4
Reports to: Control Centre Team Leader
Purpose of the job
To work alongside the Control Centre Team Leader ensuring the effective day to day management and co-ordination of operational services provided in the 24-Hour Control Centre.
Key tasks and responsibilities
Assist in the development of procedures, training materials and develop a training programme for delivery to the team.
Responsible for the development and training of existing and new members of staff ensuring delivery meets individual requirements and the outcome contributes towards service objectives.
Access learning and development needs of the team, ensuring delivery of a quality service and the achievement of customer care standards.
Responsible for co-ordinating the weekly rota, preauthorisation of any leave and shift swops, supervising members of the control centre and in the absence of the Control Centre Co-ordinator ensuring staffing levels within the Alarm Receiving Centre are appropriate to provide the service.
To manage, monitor and preapprove the use of peripatetic resources and overtime, take calls from staff re absence and undertaking return to work interviews.
Assist in collating and producing statistical information for dissemination to associated internal and external departments / interested parties.
Maintain effective communication with call assistants, service users, carers, frontline staff, and other professionals.
Responsible for maintaining the safe and effective delivery of front-line Care at Home and Housing services in an operationally demanding environment.
To contribute to the operation of the council’s Emergency Response and Community Alarm Services, providing a call handling service utilising current communication and IT systems.
Person specification
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Criteria |
Essential |
Desirable |
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Education, qualification and training |
In depth knowledge of the 24 Hour Control Centre and all related systems |
Be able to demonstrate an ability to train and support colleagues |
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Skills, knowledge and experience |
Demonstrate the ability to work within an alert receiving centre environment and have previous experience of working to targets and timescales Demonstrate excellent customer service skills and be able to demonstrate practical knowledge of all relevant in-house systems and IT packages Have a detailed knowledge of the importance of a fully staffed ARC and the ability to ensure that adequate measures are taken to fully resource the service Ability to work collaboratively, forming effective relationships across teams and services, and drive forward a culture of best value, teamwork, accountability and success Have a good working relationship with colleagues and effective communication skills Ability to prioritise and organise workload, deliver results against agreed timescales and achieve deadlines |
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Personal qualities
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Calm and professional when responding to unplanned or urgent situations. Professional and courteous manner when dealing with colleagues and customers Ability to adapt to changing priorities and workloads To work in a flexible, adaptable manner and to always act with discretion and tact Reliable and dependable with a positive and proactive approach to work Inclusive and supportive team player |
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Other |
Strong commitment to improving services To demonstrate behaviours consistent with honesty and openness: treating people consistently, fairly and with respect |
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Safer recruitment checks
As part of our approach to good practice and safer recruitment we carry out a number of pre-employment checks:
- Asylum and Immigration right to work in the UK.
- Reference check: external candidates require 2 references, one of which must be from present or most recent employer; Internal candidates require 1 reference from current line manager.
- Candidate Disclosure Scotland check, where applicable.
Behaviour framework
The council’s behaviour framework is a set of core behaviours that defines how employees approach work to enable the delivery of key tasks for the role. The expected behaviours for this role are:
Efficient
- Use initiative and drive to improve and develop systems and processes to increase efficiency achieving better outcomes in service delivery.
- Suggests ways to improve how others organise their own work.
- As a manager or professional/expert you actively seek solutions to deliver improvements and involves others in the development of solutions and improvements.
- Agrees SMART objectives for both team and individual employees reviewing progress to achieve successful outcomes.
- Manage budgets with no overspends and applying the council’s financial policies and procedures.
- Ensures sustainability and environmental awareness practices are being implemented and that they inform the development of new projects/initiatives.
Flexible
- Anticipates and responds flexibly to changing priorities and modifies practice to meet changing environment.
- Identifies and implements new ways of working.
- Supports individuals and team at times of both organisational and personal change making appropriate adjustments to accommodate individual needs where required.
- Expresses a positive approach to change and promotes the benefits of change to team and colleagues.
- Actively listens to customer feedback and takes action to improve customer experience.
Performing
- Use professional expertise and knowledge to ensure the council is leading best practice to improve outcomes.
- Ensure that the council is meeting it’s legislative and statutory requirements by keeping abreast of new initiatives and legislation.
- Evaluates and reviews the impact of service improvements from the customers perspective.
- Identifies trends and creates solutions.
- Ensuring that health and safety practices, policies and procedures are applied keeping employees and customers safe and minimising workplace accidents and injuries.
- Implements the council’s maximising attendance policy and procedure ensuring action is taken and recorded on people connect.
- Considers risk in the context of service development and delivery.
Working with others
- Promotes a positive team environment with good morale.
- Works with other teams and colleagues internally and externally, developing relationships and sharing knowledge, ideas and expertise to achieve outcomes.
- Provide objective and constructive advice and support if tensions arise.
- Shares knowledge with internal and external colleagues to achieve common objectives.
- Giving praise and recognition for good work.
- Use professional identity and expert knowledge to work across disciplines breaking down professional barriers to improve outcomes for individuals and communities.
- Encourages colleagues to consider different perspectives in their work.
- Adapts communication to encourage desired behaviour.
Leading
- Understands what needs to be achieved and ensures that this is communicated to team members.
- Expresses positive expectations of others to support their development.
- Recognise individual and team achievements thanking and praising others.
- Maintain a positive approach and motivate team when things go wrong, or demands are high.
- You identify talent and provide opportunities for those individuals who wish to progress or learn new skills.
- Takes responsibility for personal and team development needs taking account of learning styles and available learning/training methods of delivery.
- Uses professional judgement/expert knowledge to make informed decisions.