Customer Care Support Line Manager

6 days left

Recruiter
Charity People
Location
Pontypool
Salary
39000.0000
Posted
05 May 2017
Closes
04 Jun 2017
Sector
Charity
Contract Type
Permanent
Hours
Full Time

We are privileged to be working with a much loved national health charity who are looking for a Support Line Service Manager to take the lead in the delivery of high quality emotional support and information provision for people affected by terminal illness.

Originally outsourced, the Support Line service was brought in-house in August 2016 and has been managed and developed together by the Support Line Team Leader and Head of Service. We are now looking for a permanent Service Manager to manage and develop the service going forwards.

Your immediate priorities will be to launch an email channel for enquiries, whilst ensuring the continued successful management of the rota and day-to-day service operations. You will lead the team, ensuring that training and support provisions are continually refreshed and that the team are able to respond to a growing number of enquiries without compromising on quality. In addition, you will be responsible for successfully applying for a recognised and appropriate Support Line accreditation. In time, when demand for the Support Line has grown sufficiently, you will also be tasked with implementing a new Support Line Volunteer model, which will operate alongside the current staffing model as a blended service.

We are looking for someone with real passion for the charitable sector, excellent customer service skills, team leadership and management, volunteer management, highly developed verbal and written communication skills and experience of reporting and budget management.

Possessing sound initiative and judgement, you will come to us with direct experience in the management and development of a Helpline or similar service providing information and emotional support to its beneficiaries.

Working knowledge and experience of the range of service users and their needs, together with an appreciation and understanding of the importance of relationships with other key teams will be essential to providing the best possible service to users. Our ideal candidate will come from within the NHS, a charity, regulatory or membership organisation.

Please apply initially with a copy of your CV to Amelia Lee for lots more detail on this wonderful opportunity.

Final deadline is 21st May for applications with a view to interviewing on 7th and 8th June.