Head of Helpline Services
In this key role you will lead the planning, development and account management and evaluation of the helpline service which is delivered by a third party provider.
The Company The charity support people through their grant giving service, website and helpline.
Lead, plan, refine and develop the helpline service, ensuring the service meets the needs of individuals requiring support and the charitys strategic objectives
Manage the helpline provider, ensuring the service is contract compliant, gives excellent evidence based quality against measurable targets;
Make sure effective systems, processes, policies and procedures are in place to maximum impact and positive outcomes for individuals using the service
Work collaboratively with the Head of Digital Services to ensure the website and knowledge base fully meets the requirements of the helpline service
Work with Customer Insight to lead on the monitoring and evaluation of the helpline service ensuring outcomes can be evidenced
Refine, develop and analyse service data and customer feedback to prioritise, initiate and coordinate improvements and developments within the helpline service
Scope, produce and implement helpline plans and ensure achievement of all objectives and activities, within agreed resources
Produce and present, to a range of audiences, concise reports, budgets and information on the helpline services
Lead and manage the planning on the helplines communications strategy
Liaise and develop collaborative working with key stakeholders
Proven project management skills
Excellent analytical and numeracy skills with the ability to interpret Contact Centre data accurately and concisely in easily readable materials and reports
Implementing high quality services targeting the public
Planning, measuring and delivering customer service improvements
Proven experience of managing multiple projects
Managing annual expenditure budget of 500,000 +
Multi-channelled contact centre operations and best practice
Leading the planning and account management of helpline services
Contributing to tendering service contracts, including scoping, specification writing and assessments
Commissioning and managing suppliers
The post holder will need to travel to meetings across the UK and travel regularly to the helpline.
Our aim is to respond to all successful applications within 5 days. If you havent been contacted within 5 days your application has been unsuccessful and your details will not be held further but we positively encourage you to apply for any other positions that you may see in the future.
We apologise that we cannot contact everybody in person but thank you in advance for your interest.
Third Solutions encourages applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Third Solutions acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003.
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