Team Leader (Out of Hours Help Desk)

Creative Support is seeking an experienced and caring professional to oversee and develop our Out of Hours service (OOHS) based at our friendly Head office in Stockport. The ideal candidate will have excellent customer service skills and remain calm when advising and helping staff, service users and other customers when providing phone support. The ideal candidate will be well motivated, innovative and solution focused. This is an Ideal position for someone with experience of similar advisory roles and incident management. Ability to undertake waking night shifts is essential.

The Team leader will take responsibility for the management of the small OOHS team and ensure the overall running and development of the OOHS. They will work on a rota basis over a 7 day week alongside other senior on call advisors and on call advisors. The candidate will be responsible for receiving and logging calls and giving appropriate advice and support to callers, providing an excellent standard of customer care at all times. The core purpose of the role is to respond to social care related issues and incidents arising from Creative Support's services nationally. Full training and support provided

The post holder will be responsible for leading a long established team as the Out of Hours Service has been in operation for over a decade and offers expert internal advice from 20.00 until 08.00 seven nights a week. The post holder will be required to take a reflect-and-review approach and to continue the good practice of the team whilst introducing innovation to develop it into the future.

NB: The salary hourly rate is combined with a waking night enhancement of £1.50 per hour paid only for nights worked.