At a Glance
- Tasks: Lead a dynamic team to provide top-notch support for Surrey residents with additional needs.
- Company: Join Surrey's award-winning Contact Centre, known for its supportive and innovative culture.
- Benefits: Enjoy 26-31 days of holiday, a generous pension, and wellbeing discounts.
- Other info: Opportunity for remote work and excellent career growth in a fast-paced environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer care and team management is essential.
This role has a starting salary of £42,958 per annum, based on a 36 hour working week. Are you passionate about leading and inspiring teams in a fast‑paced, dynamic environment? Do you thrive on making a real difference to the lives of Surrey residents who have additional needs and disabilities? If so, the Contact Centre ASC Supervisor role could be the perfect next step in your career.
We are recruiting a Contact Centre Supervisor based within Surrey's award‑winning Contact Centre at Dakota, 11 De Havilland Drive, Brooklands in Weybridge. There will be an opportunity to work from home for part of the week following induction.
Our Offer to You
- 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
- Option to buy up to 10 days of additional annual leave
- A generous local government salary related pension
- Up to 5 days of carer's leave and 2 paid volunteering days per year
- Paternity, adoption and dependents leave
- An Employee Assistance Programme (EAP) to support health and wellbeing
- Learning and development hub where you can access a wealth of resources
- Wellbeing and lifestyle discounts including gym, travel, and shopping
- A chance to make a real difference to the lives of our residents
About the Team
The Contact Centre Adult Social Care Team, known as the ASC Information and Advice Service, is embedded within Customer Services where you will find a supportive and innovative culture, along with the ethos of providing an excellent standard of service to our residents and partner agencies. The ASC Information and Advice Service acts as the front door for all new referrals and requests for Adult Social Care, handling referrals and enquiries from residents, members of public and partner agencies, signposting to community based services and guiding individuals through the complex and emotive process of requiring social care or additional support to remain independent.
You will be working in a fast‑paced environment, where the diverse experience and backgrounds of our customers are recognised and respected. We are now recruiting a Supervisor, to lead and develop a team of Advisory and Information Officers and play a pivotal role in ensuring that our residents receive a timely and high quality service when they need us.
About the Role
As the public voice of the Council, you will have an extremely important role to play, which demands a positive and proactive attitude. The Contact Centre ASC Supervisor supports the overall running of the I&A Contact Centre team and is central to delivering a high‑quality front‑door service for Adult Social Care. You will line‑manage up to 8 front line Advisory and Information Officers, providing robust performance management and driving continuous improvement in both timeliness and quality of service.
You will report to the Contact Centre ASC Team Manager and work alongside 2 other Supervisors and a Senior Officer within the team, in addition to the wider front line Officers. You will be responsible for:
- Overseeing the prioritisation, triage and processing of new referrals and information from the public and professionals
- Oversight of the Portal and Email channels, ensuring requests are responded to and escalated appropriately
- Supporting workforce planning, Organisational Management and recruitment for the team
- Collecting and reviewing data to shape service improvements
- Providing subject matter expertise and support on service development and improvement projects, and preparations for LGR
- Ensuring strong performance management and high‑quality standards across the team, through coaching, training and person‑centred development
- Real time management of staff across telephony and electronic channels, responding to fluctuating demands effectively
- Working collaboratively with Adult Social Care/AWHP colleagues, partner agencies and other Customer Services teams
This is a role requiring sound judgement, resilience, and the ability to work with minimal supervision while driving a culture of continuous improvement.
Your Application
In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:
- Experience of providing high levels of customer care and professionalism
- Experience as a Manager, Supervisor or Team Leader in a fast‑paced environment
- A robust understanding of Safeguarding/Care Act policies and procedures and an ability to follow the surrounding processes, procedures and identify risks accordingly
- Excellent IT skills and ability to use databases to a high standard of accuracy and a strong eye for detail
- Ability to work effectively and flexibly and as part of a team
- Experience of people management adhering to and upholding Surrey CC's People Policies
- Excellent spoken and written English with effective communication and interpersonal skills with both residents, fellow professionals and team members
A basic DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) will be required for this role. The job advert closes at 23:59 on 06.07.2026 with interviews to follow.
Local Government Reorganisation (LGR)
Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.
Our Commitment
We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.
Contact Centre ASC Supervisor in Weybridge employer: The Training Brokers Ltd
Surrey County Council is an exceptional employer, offering a supportive and innovative work culture that prioritises the well-being of its employees while making a meaningful impact on the lives of residents with additional needs and disabilities. With generous benefits including up to 31 days of annual leave, a local government pension, and opportunities for professional development, this role as a Contact Centre ASC Supervisor in Weybridge not only allows you to lead a dedicated team but also provides a chance to contribute to the community in a fast-paced environment. The flexibility of hybrid working arrangements further enhances the appeal of this position, making it an ideal choice for those seeking a rewarding career in public service.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre ASC Supervisor in Weybridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Training Brokers Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Training Brokers Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre ASC Supervisor in Weybridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Training Brokers Ltd:Your cover letter is your chance to shine! Tell us why you want to work at The Training Brokers Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Training Brokers Ltd!
How to prepare for a job interview at The Training Brokers Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
