Single Access Point Team Supervisor - DGA13541

Allscreens Nationwide Ltd; Dumfries; On-site; GBP 32,000 - 40,000; Part time

Benefits offered by this job

Vivup discounts

LGPS Scotland

Cycle-to-Work

Wellbeing guidance

Discounts from local businesses

Job summary

Dumfries and Galloway Council is seeking a Supervisor for the Single Access Point Team in Dumfries. The role involves leading a team of call advisors, managing rosters, and ensuring high-quality customer service across channels.

The post is office-based at Carruthers House and fixed for up to one year, 33 hours per week. The successful candidate should have SCQF level 5 in English and Maths, be a flexible team player, and demonstrate integrity and commitment to service improvement.

Qualifications

• Educated to SCQF level 5 (English & Maths) or equivalent.
• Experience leading a team and coordinating staff rotas.
• Good communication and interpersonal skills are essential.
• Ability to manage time and meet tight deadlines.

Responsibilities

• Lead and supervise the Single Access Point team.
• Oversee staff rotas, training, annual leave, and supervision sessions.
• Support the team through change and ensure timely service delivery.
• Collaborate with the Customer Contact Manager and other supervisors.

Skills

Communication skills

Leadership

Time management

Staff supervision

Education

SCQF level 5 English & Maths

Job description

Single Access Point Team Supervisor - DGA13541

Supervisor – Single Access Point Team (16/1387)

Dumfries

This is an exciting opportunity to join the region’s Single Access Point Team providing the ‘front door’ for residents of Dumfries and Galloway to access services. Across a range of communication channels, you will ensure the needs of customers are met or exceeded and that our focus is on first point of contact resolution.

You will be required to work 33 hours per week, 52.14 weeks per year. This post is office based in Carruthers House, Dumfries.

This post is fixed term for up to 1 year.

This post may be suitable for secondment. Agreement from your line manager must be sought before applying for this post.

The responsibilities of the role are to assist with the development and implementation of the service delivery as well as supporting the team through challenging times of change. Developments across the service and the changes required to improve service delivery, can often be fast paced and require tight timescales to be met. Therefore, organisational skills and time management are key. The post holder will also work closely with the other Supervisor, Principal Officer and Customer Contact Manager within the team and provide support to their roles. The post holder will oversee the work of staff members within Single Access Point ensuring all critical tasks are undertaken in the deadlines set. You will also be responsible for staff rota’s and training, approving annual leave and one-to-one staff check-ins and supervision sessions.

The successful candidate will be a flexible, team player, who can lead a team of call advisors, you will need to demonstrate a positive attitude, a calm approach and real drive and determination to offer the very best in quality service. You must have experience of dealing with members of the public and will appreciate the confidential nature of this post and be sensitive to the needs of others. You should also understand the Council’s core values to maintain the integrity and continuous improvement of our service delivery. Highly developed communication skills, both spoken and written, are crucial in this role and you’ll also need good listening and questioning skills along with the ability to explain information clearly. The work of the team is underpinned by electronic record-keeping requiring accuracy and attention to detail when updating and creating personal data, recording referrals and passing information to partners.

You will be able to demonstrate high levels of self-motivation and initiative allied to strong professional integrity and a commitment to working as a member of the management team. You will need to think creatively and innovatively and be flexible in your approach and be accountable for your own work and that of your team.

The successful candidate should be educated to SCQF level 5 (ed National 5, National Certificate/Standard Grade) or equivalent qualification in English and Maths.

This post is considered as Regulated Work with Vulnerable Children and Protected Adults, under the Protection of Vulnerable Groups (Scotland) Act 2007. From 28 February 2011, preferred candidates will be required to join the PVG Scheme or undergo a PVG scheme update check prior to formal offer of employment being made by Dumfries and Galloway Council.

Applicants who have been resident outside the UK within the last 5 years, if offered a position, in addition to a Disclosure Scotland Check, will be required to provide a completed police record check from the police authority in the country or countries in which they were resident.

Requirements

With an exciting benefits package, working for Dumfries and Galloway Council supports you to invest in your own health and wellbeing.

• Employees have access to our bespoke Vivup platform with over 800 discounts on everyday essentials from top UK retailers, restaurants, utility providers and more.
• Employees also get access to membership of The Local Government Pension Scheme (Scotland).
• Employees also get exclusive discounts from local businesses.
• Employees also get a Cycle-to-Work scheme.
• Employees also get financial support from My Money Matters.
• Employees also get guidance from our trained Wellbeing Champions.

Here at Dumfries and Galloway Council we are committed to equality, diversity and equal opportunity with our values, which include treating everyone with dignity, fairness and respect, driving us to tackle inequality. We are looking for people that can bring different perspectives and experiences and especially welcome applications from those who are underrepresented in our organisation.