In this rewarding role you will play a key role in supporting our Macmillan Support line through effective planning, scheduling and contact centre management to help meet service demands and ensure a smooth and efficient delivery of our vital cancer support service to people living with cancer.
Working closely with the Team Leader and Senior Nurse team, you will contribute in achieving key performance indicators and meeting service level agreements, while working towards targets and managing real time performance.
Utilising your contact centre management experience, you will monitor multichannel activity, while accurately forecasting call volumes and carrying out any required actions to balance demand as needed.
You will use your relationship management and problem solving skills to address any issues with compassion and resilience and a soloutions focused approach.
Your data management, analysis, and reporting skills will help demonstrate the impact of the team and service.
This truly is a unique role where you will learn how the Macmillan Support line team helps people living with cancer and gives you a direct opportunity through supporting to maximise service efficiency, to positively impact our vital Macmillan Support line service, so every individual who needs our support is reached.
About you:
The successful candidate will demonstrate the following skills and experience:
* Experience of coordinating a contact centre, achieving targets and managing real-time performance.
* Experienced in data analysis and developing/producing reports to demonstrate impact
* Excellent relationship management and problem solving skills
* You will be highly organised and can manage multiple tasks simultaneously
* Proficient IT skills particularly Microsoft excel and Customer Relationship Management Systems
Please note although this contract is Hybrid - between home and a Macmillan office - the current office expectation is to attend for team meetings up to 3 times per year.
In return, we offer a range of benefits including:
* 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
* Pension matched up to 7.5%
* 120+ learning and development offers, with access to external professional qualifications
* Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
* Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more