Support Worker

Staffordshire County Council; Lincoln; On-site; GBP 40,000 - 60,000; Full time

Job summary

Staffordshire County Council seeks a data-driven manager to oversee the dedicated contact centre analysing performance across the Front Door, Emergency Duty Service and contact centre functions for children and families.

You will drive insightful reporting, dashboards and performance narratives, supervise staff, and support service improvement with stakeholders across partners. Enhanced DBS checks apply.

Qualifications

• Level 5 qualification in a numerate, analytical or relevant discipline, or equivalent experience.
• Experience in data analysis, performance reporting or information management.
• Experience analysing and interpreting data from multiple sources and producing dashboards, reports and narratives.
• Experience of managing, supervising or providing professional oversight to staff - ideally in a busy contact centre environment.
• An understanding of local government and services for children and families is desirable but not essential.
• This post will be subject to an enhanced DBS check and Police vetting.

Responsibilities

• Analyse performance data across Staffordshire Families Integrated Front Door, the Emergency Duty Service and the contact centre function to inform management and improvement.
• Maintain local performance reporting on call demand, waiting times, call handling and service performance.
• Manage Children’s Information and Advice Workers to promote consistent practice and effective decision making.
• Validate, interpret and present data to provide accurate narratives for diverse audiences.
• Identify patterns and risks to inform quality assurance, reviews and service development.
• Prepare reports, briefings and dashboards for managers and partnership forums to inform decision making.

Skills

Data analysis

Performance reporting

Dashboards

Staff supervision

Stakeholder communication

Education

Level 5 qualification

Job description

In July 2026, SFIFD introduced a dedicated contact centre to handle concerns raised for children in Staffordshire. This enabled co-location of the contact centre team with social workers and family support experts. This role will provide management and oversight to the contact centre, and bring expertise of managing a busy customer service environment. Working alongside the Quality Assurance Lead, they will also offer insight and analysis of data and information to understand how SFIFD are responding to concerns for children and where improvements can be made.

This is an exciting opportunity to:

• Lead a key service that shapes children and families' first experience of social care
• Influence practice, culture and performance at pace.
• Be part of a supportive leadership team committed to learning, collaboration and improvement

Main Responsibility

• Analyse performance data across Staffordshire Families Integrated Front Door, the Emergency Duty Service and the contact centre function to provide clear insight that informs operational management, service planning and improvement activity.
• Maintain local performance reporting arrangements for the contact centre function to provide accurate information on call demand, waiting times, call handling activity and service performance.
• Manage Children's Information and Advice Workers to promote consistent working practices, effective performance and decision making and continuity of service delivery.
• Validate, interpret and present data from multiple sources to provide accurate performance narratives, management information and analytical summaries for a varied audience.
• Identify patterns, trends, emerging risks and areas for improvement to inform quality assurance activity, thematic reviews and service development across the Front Door system.
• Prepare reports, briefings and dashboards for operational managers, senior leaders and relevant partnership forums to inform decision making and service oversight.
  

Qualification

• Qualification at Level 5 in a numerate, analytical or relevant discipline, or equivalent experience commensurate with the accountabilities of the role.
• Evidence of training or applied experience in data analysis, research methods, performance reporting or information management.
• Experience of analysing an interpreting data from a range of sources, and f producing dashboards, reports, analytical summaries and performance narratives.
• Experience of managing, supervising or providing professional oversight to staff - ideally in a busy contact centre environment
• An understanding of local government and services for children and families is also desirable, but not essential.
• This post will be subject to an enhanced DBS check and Police vetting.

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively. Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy: We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future. We look forward and race ahead - that goes for your career too.

• Our benefits: We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.
• In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire