Customer Team Leader

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.

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., This post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English., 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).

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.