Referral and contact centre Lead

About Nacro:
Nacro is not just a charity; it serves as a catalyst for change with over 50 years of dedicated service. Our mission is to transform lives, strengthen communities, and reduce crime across the UK. We provide innovative services, including housing support and educational programs, addressing the root causes of crime and offering comprehensive assistance to help individuals realise their potential. We are a movement that champions diversity, inclusion, and a brighter future for everyone.

About the service
The Community Accommodation Service, tier 2 (CAS-2) is a high-profile Ministry of Justice (MOJ) commissioned service, operating in every region across England and Wales. CAS-2 provides accommodation and support to low and medium risk offenders that would otherwise be held in custody. The service is delivered by two teams, the Referral & Contact Centre team, who are responsible for receiving and processing referrals, as well as being a point of contact for residents and other stakeholders, and the operational team who provide holistic support to residents whilst in our community accommodation.

Job Purpose:
To lead and manage our Referral & Contact Centre team to process referrals within contract time scales, as well as ensure the main CAS-2 phone line is operating efficiently and effectively.

About the Role:

As Referral & Contact Centre Lead you will manage, alongside two other lead roles, a team of Referral Officers. Your role will oversee their work, ensuring all referrals are processed in accordance with contract requirements. You will risk assess escalated referrals, making decisions about the suitability of applicants for the CAS-2 service. You will be responsible for making timely decisions regarding the placement of applicant s in-service, working in conjunction with frontline colleagues, service leads and senior managers when appropriate.

You will be responsible, with your peers, for leading and managing the team, carry out line manager responsibilities.

The role will monitor and report contract performance to the MOJ, thus requiring daily, monthly and quarterly monitoring of data.

Key Skills, Experience, and Knowledge:

• Understanding of issues faced by individuals in contact with the Criminal Justice System or those experiencing homelessness.
• Experience of line management
• Experience of monitoring performance
• Risk assessment knowledge and experience
• Experience of working in housing services

What You Can Expect from Us:

• A dynamic and supportive team dedicated to achieving positive outcomes for those we assist.
• A commitment to your professional growth and career development.
• Comprehensive benefits package including annual leave entitlement, enhanced sick pay, family leave, cycle-to-work scheme, season ticket loans, pension scheme, health cash plan, and more. For details on our benefits, click here.

An Enhanced DBS check is required for this position, along with registration on the DBS Update Service. These will be part of the Pre-Employment Screening process. This role also necessitates Prison Clearance

Closing Date: Sunday 16th March with interviews week commencing 24 March.

For inquiries or informal discussions about the role, please reach out to Lizzi Trueblood at (url removed).

Job Type: Full-time

Pay: From £35,253.00 per year

Benefits:

• Company pension

Schedule:

• Working pattern various week to week, 8-4pm, 9-5pm, 10 6pmMonday to Friday

Work authorisation:

• United Kingdom (required)

Work Location: In person, Leeds

Job Type: Full-time

Pay: From £35,253.00 per year

Benefits:

• Company pension

Schedule:

• Day shift
• Monday to Friday

Work authorisation:

• United Kingdom (required)

Work Location: In person