Asst Head of Adult Support Services(CST)

Gloucestershire County Council; Gloucester; Hybrid; GBP 53,000 - 58,000; Full time

Job summary

A local government authority in England is seeking an Assistant Head of Adult Support Services to lead the development of the Customer Services Team. The ideal candidate will have strong leadership skills and experience in transforming customer services in a public sector or health context. This role offers a salary range of £53,937 - £57,844 per annum and the opportunity to shape the future of adult social care in Gloucestershire.

Benefits

30 days annual leave

Access to Local Government Pension Scheme

Flexible working arrangements

Employee Assistance Programme

Qualifications

• Experience in customer service transformation, ideally in a public sector or health and care setting.
• Demonstrable track record of delivering service improvement in complex environments.
• Strong leadership and change management skills.

Responsibilities

• Lead the redesign of customer pathways in line with the Target Operating Model.
• Drive the adoption of digital tools and platforms to enhance service delivery.
• Contribute to the strategic direction of Adult Social Care, ensuring compliance with national policy.
• Build strong relationships with internal teams and community organizations.
• Embed a culture of excellence in customer service.

Skills

Leadership skills

Change management

Customer service transformation

Collaboration

Equity and inclusion

Job description

This is a Gloucestershire County Council job.

• Job Title: Assistant Head of Adult Support Services (CST)
• Job Location: Shire Hall
• Salary: £53,937 - £57,844 per annum
• Hours per Week: 37.00
• Contract Type: Permanent
• Closing Date: 19/11/2025
• Job Requisition Number: 12767
• This post is not open to job share

Shape the Future of Adult Social Care in Gloucestershire

At Gloucestershire County Council, we are proud to be at the forefront of delivering high‑quality, person‑centred adult social care. We are embarking on a bold transformation journey through a review of our Adult Social Care Target Operating Model. The council is also preparing to respond to the national Local Government Review and how this will inform reshaping how we deliver services to be more integrated, responsive, and digitally enabled.

About The Role

This role is central to delivering our vision for a modern, agile, and customer‑focused adult social care service. You will lead the development and transformation of our Customer Services Team, which includes:

• Adult Helpdesk
• The Blue Badge Team
• Digital engagement
• Shire Hall Reception and GCC Switchboard

You will champion a seamless customer journey, ensuring that every interaction is efficient, empathetic and empowering. Working closely with the Customer Services Operations Manager and wider leadership team, you will help embed a culture of continuous improvement, digital innovation and collaborative working.

Key Responsibilities

• Service Transformation: Lead the redesign of customer pathways in line with the Target Operating Model, ensuring services are accessible, inclusive and aligned with the Care Act 2014 and CQC expectations.
• Digital Innovation: Drive the adoption of digital tools and platforms to enhance service delivery and customer engagement.
• Strategic Leadership: Contribute to the strategic direction of Adult Social Care, ensuring compliance with national policy and local priorities.
• Partnership Working: Build strong relationships with internal teams, health partners, voluntary sector organisations and community groups to deliver integrated, person‑centred support.
• Customer Experience: Embed a culture of excellence in customer service, using data and feedback to continuously improve.

About You

You are a confident and compassionate leader with a demonstrable track record of delivering service improvement in complex environments. You understand the challenges and opportunities in adult social care and are passionate about making a difference in people’s lives.

You Will Bring

• Strong leadership and change management skills.
• A strategic mindset with the ability to translate vision into action.
• Experience in customer service transformation, ideally in a public sector or health and care setting.
• A collaborative approach to partnership working.
• A commitment to equity, inclusion and co‑production.
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What We Offer

This is a great time to join Gloucestershire County Council. We value our people and are committed to supporting your development and wellbeing.

In Return For Your Dedication, We Offer

• A comprehensive induction and buddy system.
• Coaching and mentoring opportunities.
• 30 days annual leave from day one.
• Access to the Local Government Pension Scheme.
• Flexible and agile working arrangements.
• Employee Assistance Programme (EAP).
• Staff networks and wellbeing initiatives.
• Salary sacrifice schemes including Cycle to Work and Green Car Scheme.
• Discounts with major retailers and supermarkets.

We’re closer than you think

We are an easy commute from many locations, view our commuting times map to see what we mean.

How To Apply

This is a unique opportunity to help shape the future of adult social care in Gloucestershire. If you’re ready to lead with purpose and passion, we’d love to hear from you.

Please write your application with consideration for the essential criteria in the Job Profile (see link below). Your application should include examples of why you should be considered and cover the experience, skills and knowledge that you would bring to the post.

For an informal discussion, please email [e-mail] to arrange a convenient time for a call back.

Or click ‘Apply’.

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least six months employment. Right to work is not transferable from a sponsored role held with another employer.

Additional Information

Interviews will be held on Tuesday, November 25th and Thursday, November 27th.

To access the Job Profile for this role, please follow the link below:

Job Profile – Assistant Head of ASC Support Services (Customer Service Team)

This position is subject to an Adults Enhanced with Adults Barred List DBS disclosure check.

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We want to be an employer of choice, attracting and retaining excellent to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

We reserve the right to close this vacancy early due to the volume of applications received and/or due to the needs of the service. The advert will be open for a minimum of seven calendar days. If you are interested in applying, we encourage you to submit your application as early as possible.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.