West Sussex County Council (WSCC) has a new opportunity for a Duty Support Desk Supervisor to join our Communities Directorate. We require a centrally coordinated function at the heart of the Directorate to provide dedicated resource across West Sussex. The Ukraine Support Team are working countywide to support Ukrainian refugees, including adults, families and children who are arriving via a range of national government programmes including the Homes for Ukraine scheme. This team engages with a wide range of partners to deliver all aspects of pre-arrival support for sponsors / hosts and tailored practical resettlement assistance for Ukrainians arriving into West Sussex to enable community integration and maintain independence.
Within the Ukraine Support Team, the newly established Operational Support Team plays a critical role across West Sussex. The Duty Support Desk Supervisor will provide coordinated front-line support directly to Ukrainians resident in West Sussex as well as to Homes for Ukraine sponsors / hosts and a diverse range of partner organisations. As a key component of the wider response, this role will be essential to resolving issues at first point of contact by finding solutions for a wide range of query types, managing escalations for complex / time critical matters and will work closely with other teams across the Directorate.
For more information about West Sussex County Council, please visit our WSCC About Us page.
Salary: £30,095 to £32,798 annum
Contract: Fixed Term Contract (until 31/03/2024)
Working Pattern: Full time (37 hours per week)
Location: Chichester or Horsham with travel countywide
Closing Date: Wednesday 28th September
This is a varied role to primarily provide a duty desk support function, answering complex queries where experience is required to resolve problems, find solutions in difficult, sensitive or unusual situations. Underpinning your work will be a good understanding of cross-cultural issues and sensitivities to different cultures.
This role will support the Operational Team Leader in providing line management to a small team of Customer Service Officers, in addition to supporting teams delivering other elements of the Ukraine Support response and working closely with the Community Hub to shape and influence the wider approach to delivering practical assistance.
Experience and Skills
If you are all about supporting people, providing a great customer experience and problem solving then you'll be in good company in the Ukraine Support Team!
In addition you will also be able to demonstrate the following:
- Clear and effective written communication skills to present technical information clearly, including contributing to reports and writing nonstandard correspondence or staff communications appropriately. Good verbal communication skills in order to communicate effectively across the team and with managers and outside bodies, including the ability to provide clear advice to staff and customers and to build professional relationships, liaising as appropriate to deliver a service.
- Good literacy and numeracy skills in order to make sound and accurate data reporting decisions, manual and electronic, working methodically and in detail with an understanding of detail, including checking accuracy and completeness of reports quickly and reliably.
- Good analytical and problem-solving skills to analyse complex specialist information and find practical solutions with an understanding of relevant legislation and policies. Including the ability to resolve more unusual or complex cases and develop practical, effective approaches and solutions according to individual circumstances.
- The ability to supervise and aid development of staff, providing direction, guidance, support and on the job training to individuals and teams. Including the ability to organise appropriate training and allocate / prioritise work effectively to meet objectives and provide an efficient team service. Including leading, delegating and team planning over the medium term, setting timescales and organising activities in co-ordination with others to deliver objectives to deadlines.
- The ability to contribute to reviewing working practices especially in response to changes in legislation. Including the ability to analyse current practice, recognise where change is needed, and contribute to improving working methods, systems and the effectiveness of processes and service delivery.
- Competent IT skills in the use of major computerised systems.
Qualifications and/or experience:
- Degree or equivalent level qualification or demonstrable technical and theoretical knowledge related to the service at this professional level.
- Knowledge of refugees and migration, communities, minority groups, partners and stakeholders in order to be responsive to safeguarding and wellbeing issues including racism, domestic abuse, antisocial behaviour and child/sexual/workplace exploitation - Desirable
- Relevant advanced theoretical or organisational knowledge and experience of systems, procedures and policies associated with operating a demanding service in a related field.
- Knowledge of relevant practice and procedures, customer service and the application and interpretation of relevant legislation.
- Sound experience supervising/line managing and supporting others including providing mentoring, coaching and on-the-job training to colleagues to maximise their specific capabilities.
Rewards and Benefits
Aside from 26 days annual leave, you will also have access to a full list of the benefits offered to you as a West Sussex County Council employee you can find them on our Rewards and Benefits page.
The reference number for this role is CPP00594.