Summary
We are currently recruiting for a Call Centre Operations Supervisor to join our team.
Our supporters are at the heart of everything we do and in the role of Call Centre Operations Supervisor you'll ensure that it is easy for our supporters to contact us, regardless of the channel they chose. We need to have efficient systems and processes in place to support this contact, along with well trained, skilled staff to resolve queries, add value and exceed supporter expectations
You'll be responsible for the day-to-day delivery of the National Trust's Supporter Service Centre (SSC) and Holidays Service Centre (HSC), monitoring performance, working closely with our internal stakeholders and managing our 3rd party suppliers.
This would also require you to work on an out of hours on call rota to cover evenings and weekends, one week in every 4.
What it's like to work here
We're bigger than you think, we're more complicated than we appear and we're larger scale than you'd imagine. We've got passionate people in our teams, and we've got so much more we want to achieve. We're for ever, for everyone and we really mean that.
Your contractual location will be our head office in Swindon and there will be an expectation for you to attend the office. However, there is flexibility on where you are based at other times. You will be required to work at a National Trust location for 40-60% of your working week.
We aim to be work together there at least 2 days a week, There will be expected travel to the SSC at least once a month, or as the need arises.
What you'll be doing
The Call Centre Operations Supervisor works very closely with our outsourced partner on the delivery of our Supporter Services Centre, with offices in Liverpool and Exeter. The centre deals with over a million contacts a year from our supporters across several channels and covering Membership, Fundraising Holidays and Events
You'll be the integral link between the SSC and the Trust. Managing change requests, ensuring we are working as efficiently as possible and working closely with the teams to advise on financial and fulfilment implications of our campaigns.
You'll analyse trends, establishing reasons why supporters contact us. Managing and optimising the SSC, HSC and supporter administration by tracking performance. Identifying and resolving problems, preparing and completing action plans, and adopting a continuous improvement philosophy.
Who we're looking for
You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what is possible in this role.
We'd love to hear from you if you have:
- An understanding of the commercial implications of service delivery within a third-party provider relationship
- Lead process improvement, from identification to implementation
- Great communications skills, able build relationships with internal and external stakeholders
- Proven ability to network, negotiate with and influence and challenge senior stakeholders
- Proven project management experience
- Significant policy development experience
- Able to ensure delivery of KPI's and monitoring third party provider SLA's
The package
The National Trust has the motto ‘For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.
- Substantial pension scheme of up to 10% basic salary
- Free entry to National Trust places for you, a guest and your children (under 18)
- Tax-free childcare scheme
- Rental deposit loan scheme
- Season ticket loan
- EV car lease scheme
- Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
- Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most Trust places
Click here to find out more about the benefits we offer to support you.