Service Delivery Manager

The Woodland Trust; Grantham; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

Buy and Sell Holiday Scheme

Employee Assistance Programme

Job summary

The Woodland Trust is seeking a Service Delivery Manager to oversee the call centre and back office operations, delivering strategic and operational support plans to help the charity meet its goals. You will lead a team, develop staff, and translate the support services strategy into actionable planning, KPIs and continuous improvement across the service.

This role requires presence at the head office in Grantham, with opportunities to influence environmental and climate initiatives through

Qualifications

• Experience leading a call centre at senior leadership level.
• Strong stakeholder relationships and communication skills.
• Experience shaping and implementing organisation strategy.
• 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 KPI’s.
• Monitor and embed best practice across the team.
• Review real time service performance and assign personnel to ensure financial goals, SLA’s 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.

Skills

Leadership

Stakeholder mgmt

Strategy

MS Office

Telephony

Reporting

Project mgmt

Problem solving

Data privacy

Job description

The Woodland Trust is looking for a Service Delivery Manager to help us deliver strategic and operational support 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 KPI’s.
• Monitor and embed best practice across the team.
• Review real time service performance and assign personnel to ensure financial goals, SLA’s 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.

The Candidate:

• Experience managing a successful call 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 a big part of tackling environmental and climate issues. We take good care of our staff, offering support and training opportunities. We also offer:

• Generous Annual Leave - 25 Days Plus Bank Holidays (pro rata’d for part-time)
• Buy and Sell Holiday Scheme
• Employee Assistance Programme

About Us:

The Woodland Trust is the UK’s largest woodland conservation charity. We want to see a world where trees and woods thrive for people and nature. The Trust engages and inspires people to make their difference tackling the nature and climate crisis helping protect, restore and create our vital woods and trees.

Our Commitment to Diversity and Inclusion:

To achieve our vision of a world where woods and trees thrive for people and nature, we need to better reflect society and the communities we work in. All people, no matter their background, identity, ability, or circumstance, should benefit from trees.

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.

Please contact us to discuss any additional support or adjustments you may need to complete your application.

Acceptable Use - Artificial Intelligence (AI)

We understand that candidates may choose to use AI tools to support their job applications-for example, to help structure or edit written responses. We welcome the use of AI in this way, particularly where it helps improve accessibility, such as for neurodivergent applicants. 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. If you require any adjustments or support during the recruitment process, please contact [e-mail]

Interviews will take place via Microsoft Teams on 30th September 2026.