Service Line Manager (Contact Centre) Customer Services

Start date: ASAP

Location: London

Salary: £32,000 per annum

Shifts: 35 hours per week, this role require some shift and weekend working during peak seasons
Contract: This is a full time one year contract with a possibility to turn into a permanent contract.

About us

Our vision is a more integrated society where there is understanding and appreciation of each other’s differences. As an equal opportunities employer, our aim is to have a diverse workforce to reflect the communities we work in. We are also the largest provider of the National Citizen Service (NCS). We are proud to offer an attractive benefits package to eligible employees, e.g. contributory pension, an additional day off for volunteering, Simplyhealth cash plan, Ride 2 Work, childcare vouchers, season ticket travel card loan, etc.

About the role

Responsibilities

We are looking for an experienced Service Line manager to lead and motivate our Customer Service calling team to deliver a great customer experience, achieve stretching service levels and targets and improve behaviour during a time of change. You’ll be working collaboratively across customer services and other internal teams including but not limited to Sales, Programmes and Digital Transformation. You will also be responsible for working closely with our governing body and our sub-contracted programme delivery partners.

The CS calling team manages inbound communications from young people, parents and guardians and other customers across multiple channels (calls, emails, SMS, escalations). They handle queries relating to our NCS programme and first level enquiries for our other programmes and internal departments. Reporting to the Head of Customer Services, your responsibilities include:

  • Lead and develop the day-to-day operations, ensuring effectiveness and efficiency, and improving service delivery against SLAs;
  • Workflow and capacity management – ensuring adequate resource applied to meet changing priorities and demand of service calls, emails and SMS;
  • Anticipate demand and manage challenges by developing and implementing service plans
  • Create an energetic, productive working environment where people want to come to work and thrive; motivating and supporting the team through feedback, 1-1s, quality monitoring and coaching;
  • Line manage the associate manager, agents and case handlers, and recruit as needed;
  • Manage informal / formal complaints and escalations, including the admin process, investigation, resolution, policy and training of complaints officers/ case handlers;
  • Lead on the training plan and delivery of all service calls and non-telephony tasks, across the CS department;
  • Use IT systems including Salesforce CRM and our telephony platform to process information including year round reporting and analysis of data to track performance, look for patterns, trends and identify changes that need to be made to systems and processes;
  • Represent CS as part of the Customer Services management team, including weekly KPI reporting; representing the wider CS team to the wider organisation;
  • Provide support to all staff in Customer Services where appropriate.

What we need from you

  • Calmness and resilience with the ability to remain assertive in dealing with challenging situations or behaviour;
  • Multi-channel service experience, managing capacity to meet demand (staffing levels and rota), ensuring compliance (data protection, telephone payments and other relevant legislation);
  • Experience of monitoring performance, and reporting, identifying and implementing service improvements;
  • People management – whilst ensuring quantitative and qualitative targets are met;
  • Outstanding written and verbal communication skills and experience of effectively resolving complaints;
  • Customer centric thinking – passion for the customer, with evidence of delivering services guided by this principle. You will understand how to plan your service with the customer in mind;
  • Experience of systems and technology including Salesforce and telephony/contact centre solutions;
  • Enthusiasm for, and commitment to, our mission and values;
  • Experience of working with young people and parent/guardian audiences (Desirable);
  • Experience of the NCS programme (Desirable).

 

To apply

Please send your CV and a one-page cover letter outlining your suitability for the role to cs.jobs@the-challenge.org, by midday on 19th April. Interviews will likely take place during the week commencing the 22nd April. adding the job title in the subject of your email (No agencies).

 

Additional information

  • The Challenge is committed to safeguarding and protecting the young people that we work with. As such, all posts are subject to a safer recruitment process, including the disclosure of criminal records and vetting checks. We ensure that we have a range of policies and procedures in place which promote safeguarding and safer working practice across our programmes. We expect all staff and post holders to share this commitment to safeguarding by ensuring compliance with our policies and practices.
  • The Challenge Network (The Challenge) is committed to protecting the privacy and security of your personal information. Our privacy notice can be found here:

https://the-challenge.org/careers. This describes how we collect and use personal information about you prior to, during and after your working relationship with us, in accordance with the General Data Protection Regulation (GDPR) or any subsequent data protection legislation in force from time-to-time.

  • Only applicants who have the right to work in the UK or have a valid visa or work permit for a minimum of 6 months at the time of application will be considered.

 

We look forward to hearing from you!

We receive a multitude of applications. If you have not heard from us within two weeks of your application, please assume that on this occasion you have not been successful.