Job Description
Location: Hybrid (can be based from either our Head office, The Grange, Saunderton, Buckinghamshire or from our Northern Centre in Bielby, York)
About us
National charity Hearing Dogs for Deaf People, trains dogs to transform the lives of deaf people and provides hearing loss services – because nobody with hearing loss should feel alone.
About the role
Drive a consistent, user-centred experience across the applicant, client, and volunteer journeys by leading service improvements, coordinating cross-team delivery, and using data and feedback to inform continuous enhancement.
Key Activities
1. Review end to end applicant and volunteer journey and ensure delivery within and across teams
2. Oversee the distribution of national support for applicants across the regional client advisors teams
3. Manage the experience of hearing loss services through volunteers, to ensure volunteers are well utilised and engaged within their role, and clients needs are thoroughly met
4. Review criteria for volunteers and clients to ensure standards are maintained and expectations are met
5. Meet regularly with colleagues across services to ensure systems thinking and consistency of experience for users
6. Development of interventions when user experience can be improved, utilising the Services De...