Customer Team Leader - Ref: EE06226

Customer Tam Leader - Ref: EE06226

Grade: G9; £42,839 - £46,142

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.

Closing Date: Friday 7th August 2026

View: Job Description and Employee Specification

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.

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.  Please see our Information for Applicants leaflet for further information.

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.