Contact Centre ASC Supervisor

Location: Byfleet

This role has a starting salary of £42,958 per annum, based on a 36 hour working week.

Are you passionate about leading and inspiring teams in a fast‑paced, dynamic environment? Do you thrive on making a real difference to the lives of Surrey residents who have additional needs and disabilities? If so, the Contact Centre ASC Supervisor role could be the perfect next step in your career.

We are recruiting a Contact Centre Supervisor based within Surrey's award-winning Contact Centre at Dakota, 11 De Havilland Drive, Brooklands in Weybridge. There will be an opportunity to work from home for part of the week following induction.

Our Offer to You

26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
Option to buy up to 10 days of additional annual leave
A generous local government salary related pension
Up to 5 days of carer's leave and 2 paid volunteering days per year
Paternity, adoption and dependents leave
An Employee Assistance Programme (EAP) to support health and wellbeing
Learning and development hub where you can access a wealth of resources
Wellbeing and lifestyle discounts including gym, travel, and shopping
A chance to make a real difference to the lives of our residents

About the Team

The Contact Centre Adult Social Care Team, known as the ASC Information and Advice Service, is embedded within Customer Services where you will find a supportive and innovative culture, along with the ethos of providing an excellent standard of service to our residents and partner agencies.

The ASC Information and Advice Service acts as the front door for all new referrals and requests for Adult Social Care, handling referrals and enquiries from residents, members of public and partner agencies, signposting to community based services and guiding individuals through the complex and emotive process of requiring social care or additional support to remain independent. You will be working in a fast-paced environment, where the diverse experience and backgrounds of our customers are recognised and respected.

We are now recruiting a Supervisor, to lead and develop a team of Advisory and Information Officers and play a pivotal role in ensuring that our residents receive a timely and high quality service when they need us.

About the Role

As the public voice of the Council, you will have an extremely important role to play, which demands a positive and proactive attitude. The Contact Centre ASC Supervisor supports to overall running of the I&A Contact Centre team and is central to delivering a high‑quality front‑door service for Adult Social Care. You will line‑manage up to 8 front line Advisory and Information Officers, providing robust performance management and driving continuous improvement in both timeliness and quality of service.

You will report to the Contact Centre ASC Team Manager and work alongside 2 other Supervisors and a Senior Officer within the team, in addition to the wider front line Officers.

You will be responsible for:

Overseeing the prioritisation, triage and processing of new referrals and information from the public and professionals
Oversight of the Portal and Email channels, ensuring requests are responded to and escalated appropriately
Supporting workforce planning, Organisational Management and recruitment for the team
Collecting and reviewing data to shape service improvements
Providing subject matter expertise and support on service development and improvement projects, and preparations for LGR
Ensuring strong performance management and high‑quality standards across the team, through coaching, training and person- centred development
Real time management of staff across telephony and electronic channels, responding to fluctuating demands effectively
Working collaboratively with Adult Social Care/AWHP colleagues, partner agencies and other Customer Services teams

This is a role requiring sound judgement, resilience, and the ability to work with minimal supervision while driving a culture of continuous improvement.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and…