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Service Manager - EXPIRED

Job Title Service Manager - EXPIRED
Contract Type Permanent
Location Cambridge, Cambridgeshire
Salary £25000 - £30000 per annum
Job Published 05 Jun 2015
REF J51878PA
Contact Name TPP Social Care & Housing
Contact Email

Job Description - EXPIRED

Helpline Service Manager
£25,000 - £30,000

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. 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, and experience managing the delivery of service to users through others.
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. Of working with people with a range of characteristics that make adults and children vulnerable, such as mental health issues, learning disabilities, frailty, as well as people in stressful circumstances such as bereavement.

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. You will also be able to manage change and lead people through change. Ability to analyse performance and quality data. Ability to promote the benefits of the organisation and the helpline service to prospective funders / commissioners.
You will have at least intermediate IT skills relating to Word, Excel, and PowerPoint and be confident learner of web and database applications.

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. You will have previously worked in the charity sector, and have experience managing contracts to the value of at least £50,000. You will also have experience of budget management.

You will have experience of safeguarding vulnerable adults and / or children and young people, and Advocacy practice and theory. You will understand the NHS Complaints structure, processes & regulations. You will also have knowledge of health & social care law, policy etc.

You will have a full and clean driving licence, with the ability to travel, as required, for the role. Some travel to other locations may be required.

To apply simply send your CV to

TPP is committed to equal opportunities and actively encourages applications from all sectors of the community. We shortlist based on competencies and not on race, religion, sex, physical or mental disability, or age.

Ref: EXPIRED - J51878PA | Published: 05th Jun 2015