Youth Services Customer Experience Manager - Hybrid

The King's Trust; United States; Hybrid; USD 42,000 - 59,000; Full time

Benefits offered by this job

30 days annual leave

Flexible working

Volunteer events

In-house learning platform

Benefits platform

Networks

Family leave

Season ticket loan

Pension contribution

Life assurance

Job summary

The King's Trust is seeking a Customer Service Manager to shape first impressions, ensuring a welcoming, accessible and high-quality experience for young people. You will lead our outsourced contact centre partner, use data to drive continuous improvement, and help remove barriers to access, enabling thousands to take the next step toward a brighter future.

Based in Cardiff with time split between The King's Trust and Maximus offices, you will have the flexibility to work from home up to two

Qualifications

• Have experience managing customer service operations, contact centres or outsourced service providers.
• Use performance data, KPIs and customer insight to improve service quality.
• Build strong relationships and influence stakeholders at all levels.
• Enjoy driving change, solving problems and finding better ways of working.
• Want to make a real difference by improving the experience of thousands of young people, even if your impact is often behind the scenes.

Skills

Customer service operations

Data-driven improvement

Stakeholder management

Problem solving

Young people support

Job description

The King's Trust is seeking a Customer Service Manager to shape first impressions, ensuring a welcoming, accessible and high-quality experience for young people. You will lead our outsourced contact centre partner, use data to drive continuous improvement, and help remove barriers to access, enabling thousands to take the next step toward a brighter future.

Based in Cardiff with time split between The King's Trust and Maximus offices, you will have the flexibility to work from home up to two