At a Glance
- Tasks: Lead a team to support adults in accessing vital social care services.
- Company: Walsall Council, dedicated to transforming community support.
- Benefits: Competitive salary, professional development, and a chance to make a real difference.
- Other info: Join a dynamic team focused on safeguarding and community resilience.
- Why this job: Shape a service that empowers residents and promotes independence.
- Qualifications: Qualified in social work with leadership experience in social care.
The predicted salary is between 31500 - 38500 £ per year.
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. 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.
Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.
Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children, young people and vulnerable adults. Note: Applicants appointed to posts that require an enhanced DBS clearance must declare any periods of time that they have lived, studied or worked abroad and be prepared to provide an Overseas Criminal Records Certificate (OCRC) or a Statement of Good Conduct (SOGC) relating to anytime they were overseas. For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check.
BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).
Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them.
We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.
At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.
Please note: this vacancy may close earlier than the published closing date if a high volume of applications is received. Early applications are strongly encouraged.
Customer Team Leader - Ref: EE06226 in Walsall employer: Walsall Council
As a School Organisation Officer, you will join a supportive and dynamic team dedicated to enhancing educational opportunities for children. Our organisation values professional development, offering numerous growth opportunities and a collaborative work culture that prioritises employee well-being. Located in a vibrant community, we provide a meaningful role where your contributions directly impact the lives of families and children in the area.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Team Leader - Ref: EE06226 in Walsall
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Walsall Council.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Walsall Council!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Walsall Council, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Walsall Council or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Customer Team Leader - Ref: EE06226 in Walsall
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Walsall Council:Before hitting send, make sure to tailor your application specifically to Walsall Council! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Walsall Council
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
