Customer Service Manager

King's Trust; Cardiff; Hybrid; GBP 29,000 - 37,000; Full time

Benefits offered by this job

Great holiday package

Flexible working

Volunteer for events

In-house learning platform

Benefits platform

Pension scheme

Life assurance

Job summary

The King's Trust in Cardiff is seeking a Customer Service Manager to lead the customer service operations, including the outsourced contact centre partner. You will drive high-quality experiences for thousands of young people and use data and insight to improve service delivery.

You will collaborate with stakeholders at all levels, shape first impressions, and guide continuous improvement initiatives, balancing office presence with home-working two days per week.

Qualifications

• Experience managing customer service operations, contact centres or outsourced service providers.
• Use performance data, KPIs and customer insight to improve service quality.
• Build strong relationships and influence stakeholders at all levels.
• Enjoy driving change, solving problems and finding better ways of working.
• Improve the experience of thousands of young people by working behind the scenes.

Responsibilities

• Lead the relationship with our outsourced contact centre partner.
• Use data and insight to drive continuous improvement in service delivery.
• Remove barriers to access and improve the customer experience for young people.
• Ensure interactions are welcoming, accessible and high quality.

Skills

Customer service leadership

Stakeholder management

Data-driven improvements

Problem solving

Job description

Salary:£29,290.00to£36,612.00, dependent on your skills, knowledge and experience

Location: Cardiff only - working from both The King's Trust and Maximus Call Centre a few days a week, with the option of working from home for the other two days

Interviews: 20/10 over MS Teams

This role is based in Cardiff, where our customer contact centre operates. You'll split your time between The King's Trust and Maximus offices, with the flexibility to work from home up to two days per week.

Every young person who comes to The King's Trust starts their journey somewhere, and for many, that journey begins with a call, email or online enquiry. As our Customer Service Manager, you'll play a vital role in shaping those first impressions, ensuring young people receive a welcoming, accessible and high-quality experience that helps them take the next step towards a brighter future. You'll lead our relationship with our outsourced contact centre partner, use data and insight to drive continuous improvement, and help remove barriers that can prevent young people from accessing life-changing support.

We're looking for someone who combines strong customer service leadership with a genuine passion for improving outcomes for young people. You might be the perfect fit if you:

• Have experience managing customer service operations, contact centres or outsourced service providers.
• Use performance data, KPIs and customer insight to improve service quality.
• Build strong relationships and influence stakeholders at all levels.
• Enjoy driving change, solving problems and finding better ways of working.
• Want to make a real difference by improving the experience of thousands of young people, even if your impact is often behind the scenes.

This is an exciting opportunity to lead a service that sits at the heart of young people's access to The King's Trust, ensuring every interaction helps them feel supported, valued and ready to engage with the opportunities available to them.

Why do we need Customer Service Managers?

Last year, we helped more than 40,000 Young People, with three in four young people on our programmes moving into a positive outcome in work, education or training.The young people we help face a range of challenges, such as unemployment, mental health issues or some who have been in trouble with the law.We believe allyoung people should have the chance to succeed, and thatyoung people are the key to a positive and prosperous future for all of us. We want to continue having a positive impact on young people’s lives and we couldn’t do this without the important work of Customer Service Managers!

Perks for working at The Trust!

• Great holiday package! 30 days annual leave entitlement, plus bank holidays. Office closure on the days between Christmas and New Year
• Flexible working! Where operationally possible, our roles require a combination of office days and working from home (please speak to the hiring manager about this particular role)
• You can volunteer for and/or attend events – The King's Trust Awards, Pride, active events etc.
• In-house learning platform! Develop your skills for your career and your role
• Benefits platform! Everything from health and financial well-being support to discounts on your favourite restaurants, shops and cinemas.
• Personal development opportunities through our Networks – KT CAN (Cultural Awareness Network), KT GEN (Gender Equality Network), KT DAWN (Disability & Wellbeing Network), and PULSE (LGBTQIA+ Network).
• Fantastic Family leave! Receive 13 weeks of full pay and 13 weeks of half pay for maternity and adoption leave. Receive 8 weeks of full pay for paternity leave.
• Interest-free season ticket loans
• The Trust will contribute 5% of your salary to the Trust Pension Scheme
• Generous life assurance cover (4 x annual salary)

Here at The King's Trust, we're committed to Equality, Diversity and Inclusion. We want to be an organisation that's representative of the communities we serve, which is why we strive for diversity of age, gender identity, sexual orientation, disability, race, religion and sex. Our goal is to create an environment where everyone, from any background, can be themselves and do the best work of their lives.

We are looking for people that can bring different perspectives and experiences and especially welcome applications from those who are underrepresented in our organisation and sector, such as candidates from Black, Asian and Minority Ethnic backgrounds.

We’re a Stonewall Top 100 Employer and we are an employer that is Disability Confident. Our staff, volunteers and young people are supported by KT CAN (our Cultural Awareness Network), KT GEN (Gender Equality Network), KT DAWN (Disability & Wellbeing Network) and PULSE (LGBTQIA+ Network). For more information.

Safeguarding

The King's Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. As part of this commitment, we undertake basic disclosure checks in accordance with the Codes of Practice for all roles within the Trust, and for our roles working directly with young people, at an enhanced level. Having a criminal record will not automatically exclude applicants.

Location: Cardiff, GB, CF24 5PE