About the role 

This is a 12 month fixed-term contract/secondment opportunity. You will be leading a small but vital team in delivering a first-class service to our volunteers, ensuring they are equipped and enabled to deliver in role and receive a high level of customer service. 

In the spirit of continuous improvement, you will have the opportunity to review and develop processes to meet the operational needs of the organisation and our volunteers. 

Volunteer Data is really important to us, providing the insights we need to understand the volunteer experience, who our volunteers are and where we need to improve. You will work with the Head of Volunteering, as well as Service Leads, to manage data effectively and safely, across different systems, to ensure it drives improvements. 

This is a great opportunity to develop your management skills whilst growing experience of customer service, process management and solution focussed approaches. 

About the team 

You will be managing a really committed team, passionate about delivering excellence in Customer Service. Your role, and that of the team, is a key component of Directorate success, providing seamless operational services to ensure we can recruit, train and retain great volunteers to support us in our work. You will work with other teams to understand need and will also work directly with volunteers at times, to understand their experiences and ensure their needs are met. 

About you 

You will need an eye for detail and a solution focussed approach. With some experience of identifying and creating processes to support business objectives, you will have the confidence to seek change and improvements – rather than accept the status quo. You will be a great role model to your team, sharing clear expectations, ensuring everyone has a voice and encouraging personal development. 

Diversity and Inclusion at SSAFA 

SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve.

Further information about the role

If you have any queries or would like to speak to someone about this role, please contact Amy Bartlett on 020 4526 5148 / amy.bartlett@ssafa.org.uk for an informal discussion.  

You can download a view a copy of the job description here

How to apply

Click on 'Start your application' now.

If you need any adjustments to support you with the application process, please contact recruitment@ssafa.org.uk

Closing date: Midnight on 28 August 2024. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications.

Interviews:  TBC