Project Officer

2 weeks ago

Swindon, Swindon, United Kingdom National Trust Full time

INTERNAL APPLICANTS ONLY PLEASE


We are now looking for a Call Centre Operations Project Officer to join our friendly and busy Supporter Services team.

You'll be responsible for continuous improvement projects that develop how we service our supporters. As well as ensuring 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


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 we aim to be work together there 2 days a week, There will be expected national travel to our supplier offices at least once a month, or business needs arises.


What you'll be doing:

The Call Centre Project Officer works very closely with our outsourced partner on the delivery of our Supporter Services Centre, as well as our internal stakeholders.

The centre deals with over a million contacts a year from our supporters across several channels and covering Membership, Holidays and Events.


In the next 12 months, you'll be focused on supporting the Call Centre Manager and our Supporter Service Project Manager on the seamless transition from our incumbent Business Process Outsourcer to our new supplier in October 24, this will include managing knowledge transfer, providing stakeholder updates, managing the steering group and the complex project plan, as well as working closely with the external project teams.


You'll also be our team expert on our Salesforce processes, making sure that the advisor perspective is represented within the S&RPP project and beyond, working with internal stakeholders to help us get the best from our new system and processes.

You'll be an advocate for the new system, and be curious to find out how we can build on it to improve advisor and customer experiences.

Who we're looking forYou 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:

  • A background in contact centre operations, especially in working with an outsourcer.
  • Proven experience in process improvement
  • Great communications skills, able build relationships with internal and external partners
  • A proven ability to communicate complex plans to wide audiences.
  • Project management experience
  • A track record of delivering projects to time.
  • Experience of working with large CRM systems (ours is Salesforce)
The packageThe 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)
  • Taxfree childcare scheme
  • Rental deposit loan scheme
  • Season ticket loan
  • Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
  • Flexible working whenever possible
  • Employee assistance programme
  • Free parking at most Trust places
  • Independent financial advice

Requirements :
Compliance.
Eligibility to Work in the UK
Permanent f/t (37.5 hrs pw)

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