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Service Manager - NHS complaints helpline

Service Manager - NHS complaints helpline

Service Manager - NHS Helpline
£14.84 per hour plus holiday

TPP’s client, a leading national advocacy charity is seeking a Service Manager to oversee their helpline team in Cambridge.

The Helpline Service Manager will lead, manage and organise a growing helpline service, and a helpline team, in order to provide high quality and comprehensive telephone, email, web and post, information, guidance and advocacy in an empowering and person centred way to people who may be vulnerable or emotionally distressed.

You will play a key role in developing this service, championing the highest standards of customer service, optimising performance, ensuring best practice and protocols are followed to achieve positive outcomes for people.

To be considered for the role, you will have one, or more of the following qualifications: Advice, guidance and information or customer service qualification or equivalent/ General management qualification – i.e. Certificate in Management, Diploma in Administrative Management/ You will also have an Advocacy (IAQ) or professional qualification related to the health and social care sector such as NVQ level 3 in Health and Social Care.

You will have experience of supervising or leading a team of at least 5 people, and managing relationships with internal and external stakeholders, and representing an organisation externally. You will have a knowledge and understanding of employment practices and contract management.

You will have the ability to lead, coach and motivate with a firm eye on quality and productivity, driving performance through KPI’s whilst remaining highly customer focused.

Ideally you will have experience of delivering excellent customer services over the telephone and via email or internet in a call centre or helpline environment.

To apply simply send your CV quoting reference J57180PA to