Call Centre Operations Supervisor

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 supporter administration processes. Identifying and developing new and improved services to meet all service level agreements.

This role is offered on a 12-month fixed term contract basis. Internally this role is known as Supporter Services Call Centre Operations Supervisor.

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, however there will be an opportunity to explore and agree hybrid working arrangements which strike the right balance for you and the Trust. 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 Capita on the delivery of our Supporter Services Centre based in Liverpool. The centre deals with over a million contacts a year from our supporters across several channels and covering Membership, 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 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 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:

- 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 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.
- Flexible working whenever possible
- Free parking at most locations
- Free entry to our properties for you, a guest and your children (under 18)
- Substantial pension scheme of up to 10% basic salary

Requirements :Compliance.Eligibility to Work in the UK