Team Leader
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Herts Help
Service Management:
- Oversee the day-to-day operations of the HertsHelp service, ensuring seamless delivery and optimal utilisation of resources.
- Collaborate with team members to address challenges, allocate tasks, and maintain efficient workflows.
- Implement continuous improvement initiatives to enhance the quality of advice and service effectiveness.
- Utilise in-depth knowledge of available community services across Hertfordshire to effectively connect individuals in need to appropriate resources.
- Manage scheduling, shifts, and cover arrangements to maintain optimal staffing levels for seamless service delivery.
- Adapt to changing demands and make necessary adjustments to ensure consistent coverage.
- Undertake Frontline work as and when required.
Quality Monitoring:
- Supervise the work of designated staff to ensure that standards meet HertsHelp Quality requirements.
- Monitor the case records / telephone calls of designated staff to meet quality standards and service level agreements.
- Ensure remedial and developmental issues are identified and acted on to develop individuals, improve the quality of service, and ensure clients do not suffer detriment due to poor or inadequate action.
- Keep technical knowledge up to date and provide technical support to connecting officers.
- Ensure that appropriate systems are maintained for case recording, statistics, follow
up work and quality control. -
Team Supervision and Development:
- Lead, mentor, and guide the team of connecting officers and administrators to ensure the provision of exceptional service to Hertfordshire residents.
- Provide ongoing support and training to team members, fostering a positive and growth-oriented work environment.
- Monitor and maintain case records to ensure compliance with Quality of Advice Audit standards.
- Support direct reports with regular supervisions and annual appraisals.
- Utilise the Support and Supervision framework to ensure that expected standards are achieved.
Management Reporting and Complaint Handling:
- Prepare management reports to provide insights into service performance and areas for improvement.
- Address and resolve complaints in a professional and timely manner, ensuring resident satisfaction.
- Ensure all relevant policies and procedures are followed at all times.
- Ensure that staff are complying with Safeguarding requirements.
- Ensure that issues of concern are dealt with appropriately including; confidentiality and the threat of harm.
Continuous Improvement:
- Proactively identify opportunities to enhance service quality, operational efficiency, and team performance.
- Collaborate with relevant stakeholders to implement process improvements and best practices.
- Abide by health and safety guidelines and share responsibility for own health and safety and that of colleagues.
- Identify own learning and development needs and take steps to address these.
- Carry out any other tasks within the scope of the post to ensure the effective delivery
and development of the service. - Contribute to the delivery of the business strategy.