SENIOR TEAM LEADER Cardiff, Wales
Job description
Cardiff Council, on behalf of Welsh Government, established a Contact Centre in March 2022 to support people arriving in Wales under the Welsh Government Homes for Ukraine Super Sponsor Scheme. This includes a helpline to offer support and guidance when applying for the Welsh Super sponsor, Individual and Family sponsor schemes and a function to contact successful visa applicants prior to travelling in order to track their safe arrival.
Our team is a first point of contact for newly arrived Ukrainian Nationals into Wales, supporting their journey and assisting them to their Welcome Centre and onward management of the scheme.
As well as the above service the team’s key priorities are to assist Welsh government with other tasks such as safeguarding concerns, complex medical issues, missing people, pets and cross border reassignments as well as providing statistical analysis, data management and development of the CRM.
About the job
The post holder will be personally responsible of the line management and supervision of the WNSU Team Leaders and continually monitor and assess performance, recognise training requirements, and assist in the on-going development of the team.
The Individual(s) will work close with the Contact Centre Manager to uphold and further develop a suitable communication policy for the workforce as well as implement and oversee a performance management framework for Team Leads to work to, as well as deliver amongst their teams.
The individuals will hold a responsibility to assist the local authorities and Welsh government with the data and allocations of those arriving at Wales and managing the accommodation capacity.
Service operational hours are 8am to 12am, 7 days a week including bank holidays. (Currently the service operates from 8am to 8pm.) Shifts are based on a rota and may vary according to service needs. Ability to work from home remotely – requires strong and reliable broadband.
What We Are Looking For From You
Due to the nature of the service the candidate should be dynamic and agile and be able to effectively implement and manage change successfully. They should be open and committed to taking on new responsibilities and tasks as the service evolves and matures.
This key position requires a confident and professional individual who will provide leadership, advice, and coordination for the WNSU management team.
Candidates will need a strong understanding of the Welsh Super sponsor, Individual and Family sponsor schemes. These schemes are part of the wider Homes for Ukraine scheme run by UK Government.
Candidates should have experience of working with and managing external stakeholder relationships.
You'll be at home with spread sheets, reports and presentations and must have proven experience in using customer relationship management (CRM) and staff performance management tools.
Additional information
The post is temporary for 30th September 2023.
Internal candidates who wish to apply for this position on a secondment basis must obtain approval prior to application using Form SEC1 (4.C.081). Requests may only be approved by the relevant Director/ Assistant Director/ Chief Officer or senior nominated officer graded no lower than OM2 or in the case of schools-based staff the Headteacher / Governing Body.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
This vacancy is suitable for post share.
Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post.
For further information or an informal conversation, please contact Andrew Hepworth, Contact Centre Manager [email protected] Mike Pope, Contact Centre Manager [email protected].
Due to the current COVID -19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Andrew Hepworth or Mike Pope.
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Job Reference: RES01014
