Supporter Care Assistant Team Leader (FTC 12 months)

Summary

The Supporter Care Assistant Team Leader plays an integral part in supporting, developing and leading a team of Supporter Care Advisors to deliver first class, professional customer service. We use a range of communication channels and feedback methods and where possible, ensure that customer enquiries, donations and complaints are resolved at the first point of contact.

Interview(s) date: 22 October 2024

Package

What we can offer you:

• Generous annual leave starting at 25 days plus bank holidays (pro-rata for part-time)
• A Cash Healthcare Plan (giving you up to £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments)
• Early finish Friday and flexible working as part of our approach to activity based working (not applicable to roles with fixed shift patterns)
• 2 Days TOIL in recognition of fixed shift patterns (pro-rata for part-time)
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life
• Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
• Very active social scene including sport teams, gardening and other activities
• Generous pension provision, life assurance and income protection insurance
• Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

Main Responsibilities

The role focuses on day-to-day management, leadership, support and development of the Supporter Care Advisors as well as achieving the Customer Care Centre (CCC) SLAs by ensuring workload is delegated efficiently. The role will also encompass Safeguarding duties, along with promoting the delivery of excellent of customer service.

Ideal Candidate

Previous experience of people management and leadership skills, alongside delivering difficult conversations whilst remaining professional and calm. Proven ability to feedback information both verbally and in writing to a high standard. You will also be expected to react and deal with change in a positive manner whilst demonstrating an understanding of the emotional intelligence needed to translate this to the Supporter Care team.