Swanley Gateway Manager

Kent County Council; Swanley; On-site; GBP 36,000 - 39,000; Full time

Job summary

Kent County Council's Swanley Link is seeking a customer-facing role to manage stakeholder relationships, develop partnerships with public and third sector partners, and enhance service delivery for Swanley residents.

The post includes managing the Meet & Greet, Customer Service advisers, and Cafe staff, ensuring health & safety and driving continuous improvement in the customer journey. The salary starts at £35,570 and progresses with experience.

Responsibilities

• Manage stakeholder relationships and develop partnerships with public and third sector partners to design new service provision or to improve service delivery for Swanley residents.
• Prepare all documentation relevant to the effective management of the Gateway Partnership for Core Stakeholders in line within individual requirements and timescales.
• Ensure that the most accurate and updated service specific information about policy or procedural changes from core stakeholders and partners is provided to enable all staff within the Gateway partnership to respond effectively to customers, improve standards and to provide a holistic respond to customer needs.
• Management of the Meet & Greet, Customer Service advisers and Cafe staff to ensure delivery of the Swanley Gateway customer service standards.
• Ensure partners comply with Health & Safety policies & procedures to ensure that service users and staff have a safe, clean and secure environment in which to deliver services.
• Ensure best practice in customer services operation and management by continually improving the service delivery, focussing on the customer journey and channel migration.
• Review, forecast and plan resources to maximise available budget and drive efficiencies and increase value for money.
• Champion equalities & diversity in all service provision, ensuring that Gateway services meet the needs of Swanley residents.
• Ensure timely and effective advertising of Link facilities and events.
• To seek new forms of funding which will increase the income of The Swanley Link and provide reduced running costs in this provision.

Job description

• Manage the on-going stakeholder relationships, develop new partnerships with public and third sector partners to design new service provision or to improve service delivery for Swanley residents.
• Prepare all documentation relevant to the effective management of the Gateway Partnership for Core Stakeholders in line within individual requirements and timescales.
• Ensure that the most accurate and updated service specific information about policy or procedural changes from core stakeholders and partners is provided to enable all staff within the Gateway partnership to respond effectively to customers, improve standards and to provide a holistic respond to customer needs.
• Management of the Meet & Greet, Customer Service advisers and Cafe staff to ensure delivery of the Swanley Gateway customer service standards.
• Ensure partners comply with Health & Safety policies & procedures to ensure that service users and staff have a safe, clean and secure environment in which to deliver services.
• Ensure best practice in customer services operation and management by continually improving the service delivery, focussing on the customer journey and channel migration.
• Review, forecast and plan resources to maximise available budget and drive efficiencies and increase value for money.
• Champion equalities & diversity in all service provision, ensuring that Gateway services meet the needs of Swanley residents.
• Ensure timely and effective advertising of Link facilities and events.
• To seek new forms of funding which will increase the income of The Swanley Link and provide reduced running costs in this provision.

This post is subject to a Basic Disclosure Application to the Disclosure and Barring Service. This post is considered by KCC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English/Welsh sufficient for the effective performance of the job requirements. The appropriate standards are set out in the Job Description/Person Specification.

Work that works for you and us - let's talk flexibility! KCC is committed to building a workforce which reflects the diversity of the county's working residents, encouraging applications from people of all ages, abilities, genders, sexual orientations, ethnic backgrounds, faiths and those with caring responsibilities, and aspires to create an inclusive workplace where everyone can be themselves at work.

The salary is based on SCP scale 23- 24, starting at £35,570. Salary will be commensurate with experience and qualifications.

This role involves some Saturday shifts.

The Swanley Link offers a multi‑agency service to customers, with along with Town and County Council services and a range of partners from the public and voluntary sectors.