Walsall Council
Customer Team Leader - Ref: EE06226
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Are you passionate about helping adults access the right support at the right time? Do you have experience of leading teams whilst applying social care knowledge, strengths-based practice, and safeguarding principles? If so, we would love to hear from you.
We are seeking a Customer Team Leader (qualified in social work) to lead our Adult Social Care Initial Intake Team – an important first point of access for our residents. This innovative service sits at the heart of our high-volume Customer Experience Centre and works closely with social workers, occupational therapists, safeguarding teams, health partners, and community organisations to ensure residents receive timely, proportionate, and person-centred support.
As a Customer Team Leader, you will lead a team of customer service advisers handling complex enquiries from residents, carers, professionals, and partner agencies. You will provide day-to-day leadership, coaching, and quality assurance while ensuring Care Act principles, safeguarding responsibilities, strengths-based practice, and prevention remain at the centre of decision-making.
You will support the team to confidently identify risk, make informed referrals, undertake effective triage, and promote independence through high-quality signposting and community-based solutions. Working closely with Adult Social Care operational teams, you will help reduce unnecessary escalation by ensuring residents receive the most appropriate support at the earliest opportunity.
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We are looking for a Customer Team Leader with proven success working in a fast-paced customer experience role working alongside Adult Social Care, safeguarding, mental capacity, strengths-based approaches, and experienced in partnership working. You will be passionate about developing people, improving services, and delivering outstanding outcomes for residents.
This is an exciting opportunity to shape a service that is transforming how residents access support, reducing demand on statutory services while promoting independence, wellbeing, and community resilience across Walsall.
Join us and help ensure every conversation counts.
Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits [https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us]. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first-class pension scheme, and plenty of opportunities for training and personal development.
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Living in Walsall
Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston, and Brownhills), together with numerous villages.
Walsall Council is committed to Safer Recruitment.
To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.
Social Work Matters - Children's Social Worker Recruitment
Some of our children require a special kind of support: yours. Visit our microsite [https://go.walsall.gov.uk/children-and-young-people/social-work-recruitment] to find out more about joining Walsall Council as a Children's Social Worker.
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