Contact Centre Adults Team Manager

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.

This role has a starting salary of £47,142 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 and of their Carers?

If so, the Contact Centre Adults Team Manager role could be the perfect next step in your career.

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 up to 3 days per week.

Our Offer to You

• 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service
• 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 Adult Social Care Contact Centre, 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 and their carers 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 seeking an experienced manager to lead the team 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 Adults Team Manager holds operational oversight of the ASC (Information and Advice) Contact Centre team and is central to delivering a high‑quality front‑door service for Adult Social Care. You will line‑manage the Supervisors and Senior Officer, ensuring they are equipped to lead the frontline team effectively.

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 and in line with agreed procedures
• Leading workforce planning, Organisational Management and recruitment for the team.
• Collecting, analysing and interpreting data to shape service improvements.
• Providing expertise and support on service development and improvement projects.
• Ensuring strong performance management and high‑quality standards across the team, adhering to and ensuring adherence to Surrey's People Policies
• Leveraging technology to create efficiencies and improvements
• 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.

Shortlisting Criteria

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Experience of providing high levels of customer care and professionalism
• Experience managing a team within a Contact Centre or Front Door environment
• A robust understanding of Safeguarding/Care Act policies and procedures and an ability to follow the surrounding processes and identify risk accordingly
• Excellent IT skills and ability to use databases and reporting tools to a high standard of accuracy and a strong eye for detail
• Ability to work effectively and flexibly and as part of a team, experience of people management with application of Surrey CC’s People Policies
• Excellent spoken and written English with effective communication and interpersonal skills particularly with both residents and fellow professionals
• Ability to travel to Brooklands, Weybridge

Before submitting your application, we recommend you read the job description & Our Life at Surrey handbook to get an insight into working at Surrey.

An enhanced DBS ‘Disclosure and Barring Service’ check for regulated activity (formerly known as CRB) and the Children’s and Adults’ Barred List checks will be required for this role.

Contact us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

For an informal discussion please contact Claire Thomas by email or on MS Teams.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council

Our Commitment

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we’re committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.