Do you have a passion for meeting and exceeding customer, client or user needs and expectations? Do the levels of financial insecurity and injustice in the UK leave you seething and impatient to have a real impact on making things better?

Turn2us is looking for a Contact Centre Manager to lead the relationship with the Turn2us Contact Centre to ensure that our most vulnerable customers have access to the information and programmes that Turn2us offers through the right channel at the right time.

Turn2us is a national charity tackling poverty and the structural causes of poverty. We work with co-producers and partners to provide people in financial crisis with the means and agency to get back on their feet, build resilience, move forward with their lives and thrive.

If you’re an experienced contact centre professional who wants work that will stretch your intelligence and creativity, who is willing to be led by the people you want to support, and who genuinely wants to have an outsized impact, we really want to meet you!

Job Description:

Job Title: Contact Centre Manager

Department: Information Programmes

Reports to: Head of Information Programmes

Location: Head Office, Hammersmith, London W6 7NL with opportunities for flexible working

Type of role: Permanent, full-time

Purpose of the Role: The Contact Centre Manager leads the relationship with the Turn2us Contact Centre to ensure that our most vulnerable customers have access to the information and programmes that Turn2us offers through the right channel at the right time. 

Duties:

1) To deliver innovative, co-produced customer experience journeys through our Contact Centre channels so that people can access their benefits and other income opportunities.

• Lead on the design, implementation, and delivery of contact centre-based customer journeys for customers in financial crisis or looking to build financial security and thrive in collaboration with programme leads and coproduction partners.

• Lead and manage the planning on the Contact Centre’s communications strategy to key audiences, working with colleagues from the Communications Team.

• Work with the Innovation and digital teams to achieve ‘channel shift’ from 1-to-1 adviser services to digital with the goal of maximising the availability of these ‘live’ adviser services for priority audiences.

• Focus on relevance, timeliness, quality and depth of service delivery for the people who will benefit most from access to Contact Centre advisers.

2) To deliver outcomes as part of an integrated programmes approach with Programmes and Partnerships colleagues and in collaboration with external service partners.

• Lead on establishing a deep, collaborative partnership Contact Centre provider and Turn2us to further develop the quality and depth of Contact Centre involvement in our programmes and customer journeys[MC1] .

• Develop and manage productive working relationships with key external organisations in the Third Sector, public and private sectors with the goal of maximising the impact of two-way referrals and signposting between services delivering complementary support.

3) To manage the planning, development, account management and evaluation of the Turn2us Contact Centre and related Contact Centre procurement processes.

• Project manage the delivery of any retendering processes relating to the Contact Centre.

• Manage the Turn2us helpline provider ensuring that the service provider has in place effective systems, processes, policies and procedures to maximise and evidence impact and positive outcomes for individuals using the service.

• Work collaboratively with key internal staff to ensure the Contact Centre provides the right outcome to the right audience at the right time as part of an integrated customer journey approach.

• Work with the Impact team to identify and disseminate insights and promote opportunities to innovate, grow and expand service delivery impact and outcomes.

• Produce and present, for a range of internal and external audiences, concise reports, budgets and information on the Contact Centre as required.

• Monitor day-to-day income and expenditure relating to the work.

• Ensure timely reporting.

• Ensure all activities are delivered on schedule and accordance with Turn2us values and polices (particularly in relation to equality, diversity, inclusivity, co-production and safeguarding).

4) To ensure that diversity, co-production, safeguarding and all issues of relevant statutory and regulatory compliance are at the heart of service development and delivery.

• Act as the Safeguarding Lead Manager for the Contact Centre.

• Proactively promote diversity and inclusion in the Contact Centre delivery.

• With the support of the Co-Production Officer, set up and constantly review approaches to integrating co-production at strategic, operational and evaluation levels of Contact Centre delivery.

• Working with the Finance and Resources directorate, ensure that service delivery is compliant and represents value for money whilst monitoring for GDPR and other relevant areas of regulatory compliance.

These are the normal duties, which the Charity requires from the position. However, it is necessary for all staff to be flexible and all employees will be required from time to time to perform other duties as may be required by the Charity for the efficient running of the charity.  This Job Description is non-contractual. It will be reviewed from time to time and may be subject to change.

At Turn2us, we are committed to protecting personnel, children, adults, and service users from any harm arising from each other, themselves, our activities, or organisational failings whilst in contact with us. The post holder will be required to follow the safeguarding policy and will be responsible for integrating safeguarding into all aspects of their work.

The post holder will be expected to ensure that their work complies with contractual terms and conditions, the Charity’s policies and procedures and key legislation, such as data protection and charity law.

Person Specification:

Skills:                                    

• Leadership

• Data Literacy

• Excellent written, editorial, presentation skills

• Relationship management

• Project management                                                  

Knowledge:   

• Broad strategic understanding of service delivery via contact centre

• Broad understanding of customer journeys

• Budget management

• Excellent understanding and experience of applying web/digital accessibility

• Has used and worked within a variety of project management contexts

• (Desirable) domain knowledge relating to the poverty/financial/housing/debt sector or similar

Experience:              

• Substantive experience of either managing contact centres or contract ownership of contact centre service delivery

• Experience of managing the purchasing of services

• Experience of co-production (desirable)

• Good understanding of audience motivations and profiles

• Experience of poverty themselves or of tackling poverty

Personal Attributes:            

• Is a strong, collegiate leader

• Is collaborative and partnership focused

• Is committed to continuous skills development          

• Exercises initiative and originality to improve approaches and processes

• Creatively applies knowledge gained from previous experience

• Is sensitive to needs of digitally excluded customers                               

Turn2us is fully committed to equity, diversity and inclusion in our sector. We want this to be reflected in the diversity of the people who work for us and we are particularly interested in applications from people from all backgrounds.