Contact Centre Deputy Manager

YMCA Cheltenham; Cheltenham; On-site; GBP 17,000 - 18,000; Part time

Benefits offered by this job

25 days annual leave + bank holidays

Wellbeing days

Retail discounts and rewards

Cycle to Work scheme

Generous contributory pension

Life Assurance

Job summary

YMCA Cheltenham is seeking a part-time Contact Centre Deputy Manager for our Cheltenham Children’s Contact Centre. The role is 20 hours per week, with Thursdays, Fridays and Saturdays, and you will help supervise family contact sessions and provide admin support under the Centre Manager.

You will manage safeguarding, respond to enquiries, and work to maintain a safe, welcoming environment. The organisation offers generous benefits, pension, life assurance, training and development, plus free gym

Qualifications

• Evidence of excellent literacy, numeracy and English language skills.
• RQF Level 3 qualification; Level 4 qualification desirable.
• Previous experience as a Contact Centre Supervisor is desirable.
• Ability to work with tact and diplomacy in sensitive scenarios.
• Able to manage own workload and meet deadlines in a busy office.

Responsibilities

• Supervise the Family Time between children and parents not living together.
• Provide administrative support to the Contact Services under the Centre Manager.
• Cover weekends initially every Saturday and act as named person in charge when Manager is absent.
• Safeguarding, first aid, accident reporting and ensuring safety and wellbeing of staff and users.

Skills

Literacy

Numeracy

English language

Emotional intelligence

Interpersonal skills

Time management

Driving licence

Education

RQF Level 3 qualification

Level 4 qualification underway

Job description

Do you want to make a genuine difference to society and for those in need?

Are you looking for your next exciting challenge?

Do you want to work for an organisation that cares about you, values you and looks forward to what we can do together?

Then come and join the team at YMCA Cheltenham as a Contact Centre Deputy Manager.

It is an exciting time to join our organisation in this role, as we celebrate 170 incredible years of continuous service to the communities of Gloucestershire; supporting those most in need and working alongside generations of families and individuals over an astonishing 17 decades of meaningful and transformative work.

We are looking to recruit a Contact Centre Deputy Manager, at our Children’s Contact Centre in Cheltenham, with a sense of social purpose to help improve the lives of others and make a lasting difference in the lives of children and adults throughout the County of Gloucestershire.

In return, you will receive a generous pension, life assurance, excellent ancillary benefits and you will become part of the YMCA Cheltenham family.

Being part of YMCA Cheltenham includes free gym membership for you and your household, as well as being invited to our fun and annual events exclusively for you and your family. You will also have access to and be in receipt of training and professional development opportunities for your entire career with us.

The role is 20 hours per week, working Thursdays, Fridays and Saturdays.

Salary is between £16,534 to £17,867 based on working 20 hours per week. Salary is dependent on relevant skills, experience and qualifications.

ABOUT YOU

We are inviting applications for the role of Contact Centre Deputy Manager, based at our Children’s Contact Centre in Cheltenham.

To be successful in this role, you would need the following: -

• Evidence of an excellent standard of literacy, numeracy, and English language skills.
• RQF Level 3 qualification in a relevant field. Working towards a Level 4 qualification is desirable.
• Previous experience of working as a Contact Centre Supervisor is desirable.
• Ability to work with tact and diplomacy and react sensitively, with emotional intelligence when dealing with complex, sensitive or confidential scenarios.
• Able to work in a highly confidential way with the ability to apply judgement, common sense, problem solve and find practical solutions to difficult challenges.
• Ability to manage own workload with minimum supervision, to tight deadlines and to work well in a busy office environment.
• Adaptable and able to handle people of all capabilities and attitudes.
• Effective interpersonal and influencing skills.
• Ability to maintain good working relationships across a range of staff levels both internally and externally.
• As a member of the Cheltenham YMCA team, you will be expected to demonstrate the values, initiatives and cultures of the organisation.
• Full, clean driving license and ability to drive is essential.

You will need to live within a commutable distance of Cheltenham when applying (i.e. within 45 minutes commuting distance)

ABOUT US

YMCA Cheltenham, founded in 1855, is a registered charity and has become a leading provider of supported housing for the most vulnerable in Cheltenham and Gloucester, alongside other works sports facilities, affordable housing and other charitable activities.

Organisational Values

YMCA Cheltenham is an organisation founded on Christian values and, as such, employees may encounter behaviours, artefacts, or other elements particular to or representative of the Christian faith in their workplace.

As an organisation founded upon the Christian Faith, YMCA Cheltenham draws its Values from the Bible, principally as described in Micah 6:8. Our Values are therefore expressed as follows:

YMCA Cheltenham will OPERATE with Equity, Integrity, Openness and Honesty.

YMCA Cheltenham will ENGAGE with Empathy, Kindness, Generosity and Grace.

YMCA Cheltenham will BE Thoughtful, Discreet, Ethical and Respectful to all.

Employees are not required to adhere to the Christian faith, nor any faith, and no such consideration is made by the organisation in employment choices nor in delivering its services – however, we do expect all employees to demonstrate the list of Values shown while in the workplace.

ABOUT THE ROLE

The Contact Centre Deputy Manager will be working with Cheltenham YMCA Contact Services to supervise the Family Time between children and parents they do not live with. The role will also provide administrative support to the Service under the leadership and direction of the Contact Centre Manager.

To be successful in this role, you should be organised, able to meet deadlines, communicate effectively, be tactful and diplomatic, be attentive to detail, have good problem-solving skills, and excellent interpersonal skills.

The role will require working weekends, initially every Saturday. This will involve, being the named person in charge (in the absence of the Manager), answering and responding to queries both on email, in person and on the phone for the day to day running of the sessions. This includes taking responsibility for safeguarding, first aid, accident reporting and the safety and wellbeing of all staff and users in the building.

ABOUT WHAT WE OFFER

The organisation recognise that employees need a good balance between work and life.We are committed to supporting a healthy balance between work and life, and creating a workplace where people can thrive. Our benefits include:

• 25 days of annual leave plus bank holidays, rising by up to 5 extra days with service.
• Two wellbeing days per year.
• Retail discounts and rewards across major high‑street and online brands.
• Cycle to Work scheme.
• Generous contributory pension.
• Company sick pay.
• Life Assurance at two times salary.
• Health cash plan, covering optical and dental costs, GP/consultant access, and independent personal, workplace, and financial advice.
• Free use of on‑site sports facilities.
• Occupational Health support and reasonable adjustments where needed.
• Extensive training and development, including opportunities to gain relevant qualifications.
• Regular social events for colleagues and their families
• Critical Illness cover.
• A supportive, passionate and high-performing team environment.

We are committed to creating a dynamic and diverse workforce and welcome applications from all suitably qualified candidates regardless of their age, gender, disability, race or ethnicity, sexual orientation or faith. We have procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.

YMCA Cheltenham is committed to following safer recruitment guidelines.In line with the requirements of the Asylum and Immigration Act 1996, all applicants must be able to demonstrate they have evidence to be eligible to live and work in the UK.Successful candidates will need to provide two satisfactory references, undergo a DBS check and demonstrate full employment history.

YMCA Cheltenham is wholly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all our staff and volunteers to share this commitment.