Permanent
Full time (34.5 hours, Monday-Sunday)
Home-based
£32,000-£36,000
About us
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.
About the role
As the Team Leader, you are responsible for the day-to-day management the Welfare Rights and Energy Adviser team. You will lead them to deliver a high-quality telephone and online support line service to people affected by and living with cancer. You will monitor performance and quality of our services to ensure people are getting the best possible support from Macmillan, collating insights and feedback to drive continual service improvement. You will support and coach the team to develop their knowledge and skills to deliver consistent, accurate and high-quality guidance.
About you
To be successful in this role, you will demonstrate the following:
- Experience of managing a customer service, preferably within a contact centre environment
- Knowledge of Welfare Rights or Energy Support
- Experience in managing, developing and coaching a high-performing team
- Knowledge of key contact centre operations legislation e.g., data protection, confidentiality and safeguarding procedures
In return, we offer a range of benefits including:
- 25 days holiday plus flexible bank holiday options
- Pension matched up to 7.5%
- Private medical insurance, including a Virtual GP Service
- 120+ learning and development offers, with access to external professional qualifications
- Flexible working patterns
- Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more
Working Hours
The service operates 365 days per year and hours will be worked flexibly between 08:00-20:15, Monday to Sunday. Where a bank holiday is worked, a day would not be deducted from the standard 8 days entitlement, allowing you to take this day off at another time. Time off in lieu will also apply to hours worked on Christmas Day and Easter Sunday
Recruitment Process
Application deadline: Tuesday 12th September
First interview dates: Week commencing 18th September
As this is a home-based role, you must have a private confidential space to work from to comply with strict data protection rules. We will provide all IT equipment required. There may be occasions where you will have the option to travel to one of our offices (London, Glasgow, or Shipley - W. Yorkshire) for events or meetings.
To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.
If you have any queries before applying, please contact Kay Donnelly (KDonnelly@macmillan.org.uk) who will be happy to help you.