Customer Service Manager

The Woodland Trust; Greater Lincolnshire; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Enhanced Employer Pension

Life Assurance

Flexible and hybrid working options (7

Flexib le and hybrid working options (

Job summary

The Woodland Trust is seeking a Customer Service Manager to lead a team and deliver strategic and operational supporter service plans. This role is based at our Grantham head office with hybrid options and requires four days per week on-site.

You will manage a call centre/back office operation, develop the team, and translate the service strategy into actionable plans to achieve KPIs, SLAs and financial targets. The role is permanent and full-time.

Qualifications

• Experience managing a successful call/service centre 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.

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 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.
• Attendance at head office in Grantham, Lincolnshire for four out of five days per week.

Skills

Call centre management

Senior leadership

Stakeholder relations

Strategy implementation

Microsoft Office

Telephony

Reporting

Fulfilment systems

Project management

Problem solving

PCI DSS

Gift Aid

Direct Debit

Data privacy

Tools

Telephony systems

Reporting tools

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.

Benefits and Wellbeing

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.

Application information and advice

Make sure that you answer the application questions to show your relevant skills and passion for the role. Even if you don't meet every requirement of the role, we 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.

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

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.