Hybrid Customer Service Manager - KPI-Driven Leadership

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 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.