Customer Service Manager

Woodland Trust; Grantham; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Enhanced Employer Pension

Life Assurance

Flexible & hybrid working

25 days annual leave + Bank Holidays

Buy and sell holiday scheme

Enhanced parental pay

Employee assistance programme

Job summary

The Woodland Trust in the United Kingdom is seeking a Customer Service Manager to lead a busy call centre/back office and deliver strategic supporter service plans.

You will manage performance, develop your team, and translate the support services strategy into operational plans to meet KPIs, SLAs, and quality targets.

The role requires four days per week at our Grantham head office, with permanent, full-time employment and hybrid working options to suit business needs.

Qualifications

• Experience managing a call centre or service centre at a senior leadership level.
• Strong communication skills and ability to build stakeholder relationships.
• Experience shaping and implementing organisational strategy.
• Knowledge of Microsoft Office suite, telephony, reporting and fulfilment solutions.
• Experience in project management coordinating multiple workstreams.

Responsibilities

• Manage and deliver a successful call centre/back office operational process.
• Lead a successful team, supporting and training where required.
• Interpret the support services strategy and apply to operational planning to achieve KPIs.
• Monitor and embed best practice across the team.
• Review real time service performance and allocate staff to meet financial goals, SLAs and quality targets.
• Recommend and implement system and procedure improvements.

Skills

Call centre leadership

Stakeholder comms

Strategy execution

Microsoft Office

Telephony systems

Reporting tools

Project coordination

Problem solving

Data privacy

PCI DSS

Gift Aid & Direct Debit

Job description

The Woodland Trust is looking for a Customer Service Manager to lead a team and deliver strategic and operational supporter service plans.

The Role:

• Manage and deliver a successful call centre/back office operational process.
• Lead a successful team, supporting and training where required.
• Interpret the support services strategy and vision and apply to operational planning to achieve departmental and campaign KPIs.
• Monitor and embed best practice across the team.
• Review real time service performance and assign personnel to ensure financial goals, SLAs and quality metrics are achieved.
• Recommend and implement system and procedure developments and improvements.
• This role will require attendance at our head office in Grantham, Lincolnshire for four out of five days per week.
• This is a permanent, full-time contract.

The Candidate:

• Experience managing a successful call/service centre working at a senior leadership level.
• Strong communication skills with the ability to build successful stakeholder relationships.
• Experience shaping and implementing organisation strategy.
• Knowledge of Microsoft suite, telephony, reporting and fulfilment solutions.
• Experience in project management with the ability to coordinate multiple workstreams.
• Strong problem solving skills with the ability to prioritise tasks as needed.
• Knowledge of PCI:DSS, Gift Aid, Direct Debit, FRSB and data privacy.

Benefits and Wellbeing:

Joining our team means you’ll be part of our fight for a greener, healthier planet for people and wildlife. We take good care of our staff, offering support and training opportunities. We also offer:

• Enhanced Employer Pension
• Life Assurance
• Flexible and hybrid working options (7am - 7pm)
• Generous annual leave - 25 Days plus Bank Holidays (pro rata for part-time)
• Buy and sell holiday scheme
• Enhanced parental pay
• Employee assistance programme

To support inclusivity and remove barriers for candidates, we publish all salaries upfront and proudly follow the We Show the Salary pledge. The salary listed is the set salary for this role, and we don’t ask applicants to state their current pay or expectations. If you choose to apply, we’ll take that as confirmation that the advertised salary meets your expectations.

About Us:

The Woodland Trust is the UK’s largest woodland conservation charity. We want to see a world where woods and trees thrive for people and nature. The Trust engages and inspires people to make a difference by protecting, restoring and creating woodland and getting more trees in the ground.

Our commitment to Diversity and Inclusion:

To achieve our mission, we need to better reflect society and the communities we work in. People of colour and disabled people are currently under-represented across the environment and conservation sector. If you identify as a person of colour and/or disabled, we particularly encourage you to apply.

Acceptable Use - Artificial Intelligence (AI):

We understand that candidates may choose to use AI tools to support their job applications. However, we ask that any information submitted reflects your own experience, skills and understanding. During interviews, candidates are expected to respond independently without the use of AI tools.

Interviews will take place via Teams w/c 30th November.

For queries about this role, reasonable adjustments, or support with your application, please contact: [e-mail]