Senior Independence and Wellbeing Advisor

Suffolk County Council; Ipswich; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

Suffolk County Council seeks a Senior Independence and Wellbeing Advisor to enhance customer service and manage contact centre operations. This role involves mentoring staff, overseeing daily functions, and ensuring high-quality service delivery. Join a collaborative team focused on career development and diversity.

Benefits

Up to 29 days annual leave

Membership of the LGPS

Health and wellbeing benefits

Performance-related pay

Training and career development opportunities

Qualifications

• Deliver high-quality frontline services to customers.
• Manage demand within the contact centre.

Responsibilities

• Serve as the primary contact for Independence and Wellbeing Advisors.
• Oversee contact centre operations, ensuring effective task management.
• Make confident decisions and prioritize workloads.

Skills

Customer service

Problem-solving

Collaboration

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job Description

• Suffolk County Council - Beacon House, Ipswich IP1 5PB - Hybrid
• £27,711 per annum (pro rata for part time)
• 37 hours per week - Flexible working options available
• Fixed Term or Secondment until January 2026

As a Senior Independence and Wellbeing Advisor, you will deliver high-quality frontline services to internal and external customers. Your expertise will manage demand within the contact centre, provide supervisory support to Team Leaders, and mentor Independence and Wellbeing Advisors.

Key responsibilities

• Main contact: Serve as the primary contact for Independence and Wellbeing Advisors, managing queries and escalations related to calls.
• Demand management: Oversee contact centre operations, including calls, webchat, portal, and emails, ensuring effective management of tasks.
• Collaboration: Work closely with Team Leaders and the Team Manager, escalating issues as necessary.
• Decision making: Make confident decisions and prioritize workloads to ensure service delivery.
• Customer service: Ensure residents and referrers receive excellent service.

Your responsibilities include

• Acting as a duty point of contact, providing advice and guidance
• Managing daily contact centre functions and demand
• Triaging work via portal and emails
• Collaborating with colleagues to achieve shared outcomes, e.g., MASH and IWS
• Providing feedback, mentoring, and proactive floor walking
• Escalating operational issues to the Team Manager
• Problem-solving customer queries for mutually beneficial solutions
• Supporting staff training and development
• Delegating and allocating tasks to the team

Full requirements are detailed in the Job and Person Profile (docx). If you believe you can succeed, apply—even if you don't meet all requirements. We welcome all applications.

The team

Customer First is collaborative and supportive, with opportunities for career development. During training, you'll work closely with Team Leaders and shadow tasks within the wider team.

Empowering Everyone

We value potential, diversity, and ideas. We encourage applications from underrepresented groups, as shown in our Workforce Equality Report (suffolk.gov.uk).

For more information

Contact Katie Edwards at 01473296553 or [e-mail].

If applying for a secondment, review the policy and get your manager's permission.

How to apply

1. Read the Job and Person Profile (docx).
2. Click 'Apply Now' to start your application.
3. Upload a supporting statement answering the questions (max 400 words each), using the Supporting Statement template.

Supporting documents must be PDF or MS Word. For adjustments due to disability, contact 03456 014412 or [e-mail]. Without a supporting statement, your application won't progress.

We value genuine applications. AI-generated submissions may be rejected. For reasonable adjustments, contact us before the next stage.

Closing date: 11.30pm, 26 May 2025.

This authority is committed to safeguarding children, young people, and vulnerable adults. DBS checks will be required for relevant posts. #LI-Hybrid

About Us

We offer diverse careers, flexible working, and support your individual needs. Our benefits include:

• Up to 29 days annual leave (pro rata), plus holidays and volunteering days
• Membership of the LGPS
• Health and wellbeing benefits
• Performance-related pay and annual pay increases
• Training and career development opportunities
• Diverse staff networks and flexible working options

Visit our Suffolk County Council careers website for more.