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Are you passionate about making a difference in your community? A busy local organisation in Market Harborough is seeking a Temporary Lifeline Manager to join their team. If you are an experienced Customer Service Leader looking for a rewarding position that makes a meaningful impact, this could be the perfect role for you.
- £18.19 - £20.27 per hour
- 37 hours per week, Monday to Friday
- On rare occasions, you may be required for evening or weekend cover with TOIL
- Due to urgent business requirements, applicants will need to be available immediately
- Disclosure & Barring Service clearance is a requirement
Duties and responsibilities:
- Leading and managing the operations of the Lifeline Service, including staffing, operational equipment and systems required to meet both customer needs and organisational objectives.
- Organising and planning rotas to ensure the provision of 24-hour cover at the Lifeline Centre, 365 days per year. This will involve management of an emergency cover rota and some responsibility for cover outside office hours for which TOIL will be granted.
- Ensuring that operations comply with Health & Safety and Safeguarding requirements by managing the Out of Hours customer services and Lone Worker support to ensure a consistent high standard service to both internal and external customers.
- Dealing with any customer issues as they occur, including the investigation of any formal complaints.
- Analysing and interpreting performance data to understand underlying issues and develop a response in terms of continual improvement.
- Ensuring compliance with all policies and statutory requirements in relation to Equality and Diversity, Equal Opportunities, Health and Safety, Safeguarding and Communication and involvement policies
- Occasional travel to other locations for meetings and PR matters.
Skills and experience required:
- Extensive previous experience in a similar management role involving the delivery of direct service provision to customers
- Proven track record of effectively managing a team, employee relations and staffing allocation
- Prior involvement in the resolution of complaints
- IT proficient, with a good knowledge of MS Office and the ability to adapt to new software
- Sound understanding of Data Protection and Safeguarding
- Grade C or 4 GCSE Maths and English or equivalent (or able to demonstrate equivalent aptitude)
- Full, valid driving licence and access to a suitable vehicle (reasonable adjustments will be considered)
- Able to build and manage a team of individuals to ensure effective service delivery
- Excellent communication skills, both verbally and in writing
- Confidence writing clear guidance, correspondence, presentations and complex reports
- Self-motivated, with initiative and the ability to work competently under pressure and prioritise a demanding workload
