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Operational Processes Specialist

2 months ago

Valley, United Kingdom RSPCA Full time

The role will be hybrid working from our National Control Centre in Dearne Valley, South Yorkshire with a high focus on remote working. Trips to our NCC will be for core collaboration.
If you are passionate about quality, consistency and improving customer experience, we could have the perfect role for you.

We are looking for a highly organised, detail oriented and collaborative Operational Process Specialist to join our team on
a full time, permanent basis.


Our National Control Centre (NCC) receives more than a million calls a year from members of the public, managing the vital emergency rescue response by tasking local frontline Inspectors and Animal Rescue Officers to respond to animal welfare concerns.

As an Operational Process Specialist you will act as a Data Steward, owning the Processing Activities Register for the NCC and be responsible for keeping it up to date with any changes to process this is vital in ensuring we not only maintain but also improve the NCC's and RSPCA's reputation, reduce costs and meet the needs of animal welfare;
As part of a dedicated team you will represents the NCC in key RSPCA Programmes and Projects (e.g. Contact Centre strategy, Wilberforce) and lead on the implementation of elements of these Programmes and Projects (e.g. the piloting and implementation of conversation analysis tools and Webchat, implementation of Sage finance system and SoloProtect lone worker solution)

Here's some of the key work that you will be doing...

  • Implementing system and process changes including root cause analysis, involvement in requirements gathering, impact assessment & the writing of formal Capita change controls Examples of these changes could include: The Covid operating model, severe weather processes, vet funding processes
  • Acting as a single point of contact for the wider Society into the NCC and responding to general NCC Queries
  • Ad hoc animal welfare and process decision making where RSPCA input is needed and the guidance does not exist for the NCC
  • Delivering presentations, chair meetings and lead Q&A sessions for a range of stakeholders including RSPCA, Capita and professional third parties
  • Highlighting any repeated issues with quality or performance to Capita to resolve
  • Reporting data breaches and taking corrective action
  • Owning and overseeing the feedback process to and from the NCC
  • Collating call recordings, gathering call transcriptions and witness statements to support Inspectorate case work
  • Keeps Junior and Senior internal and external management informed of NCC performance through periodic feedback reporting
  • Lead presentations and workshops and represent the RSPCA at national conferences
What we are looking for in you...

  • Excellent written and verbal communication skills
  • Ability to negotiate and mediate to resolve differences of opinion
  • Able to creatively problemsolve
  • A curious mind that challenges traditional thinking we are seeking someone who isn't afraid to ask questions after all this is the best way to learn
  • Embraces change and is willing to learn and adapt
  • Continuous and growth improvement mindset always looking for a better way to do something
  • Resilient and able to manage a demanding workload
  • Skilled at relationship building and communicating with stakeholders of all levels of seniority
  • Able to conduct meaningful analysis and identify trends
  • Tech savvy with the ability to pick up new systems quickly especially working from Google Apps
  • Mail, Sheets, Docs, Forms, LucidChart
  • Experience of working within a call centre environment is highly desirable
  • A customer champion who has customer experience in the forefront of their focus
  • Highly organised with a natural ability to prioritise own workload
  • Able to work independently and using own initiative but also enjoys working collaboratively and bouncing ideas across your team
Our Values

We are compassionate **We are inspirational

  • We are committed
  • We are expert
    We act with integrity **Why work for the RSPCA?


It's an exciting time to join us in the decade of our bicentenary as we focus on our Strategy to 2030.

The RSPCA works 365 days a year, rescuing all animals of all types from abuse, neglect, and injury.

Benefits:

  • Great Annual Leave benefits 25 days annual leave on entry rising after 5 years
  • Additional Society day around Christmas.
  • Generous pension scheme
  • Associated life assurance and group income protection scheme
  • Access to private healthcare scheme
  • Employee assistance programme.


 Flexibility in Hours
  • We understand the importance of worklife balance
  • Family friendly policies
  • Dog friendly offices

How to apply


All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team.


Please note we are not accepting unsolicited CVs from agencies or seeking support for this opportunity.
Ending cruelty, promoting kindness and all

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