Customer Service Manager - Hybrid, KPI-Driven Ops

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 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.