Helpline Manager - Edinburgh, United Kingdom - Search Consultancy

Search Consultancy

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our client based in the City Centre of Edinburgh who is one of Scotland's most reputable charities is looking to recruit a Team Manager for there Helpline Service.

Location - Edinburgh
Hybrid - 2 days office and 3 days home
Salary - Up to £34,000 DOE

You will lead the day-to-day implementation, management, development, and growth of their free confidential helpline for individuals and their families.

You will be responsible for managing a team of advisors and oversee the customer service, case checkingand impact evaluation day to day, development, encouraging and supporting the team on a daily basis.

Key Responsibilities

Provide effective leadership, development and coaching for your team. Manage, lead and motivate the team, conducting regular meetings and training.
Performance and absence management
Keep up to date on all relevant legislation and legislative changes and share updates with the team
Prepare agendas and minutes as appropriate
Maintain and monitor effective and efficient administrative systems
Collate advisor performance KPIs
Assist the head of information, advice and friendship services in recruitment and training of new team members
Deputise for the head of information, advice and friendship in their absence, to include liaising with senior management and external organisations

What we are looking for:

Supervision and line management experience in a call centre environment (essential)
Experience in a generalist information and advice telephone service (essential)
Working with volunteers (desirable)
Experience in a call centre or similar environment
Ability to work flexibly and to lead positively on service developments
Solutions focused and results orientated
Experience of supervising remote workers (desirable)

What's in it for you?