/ Marie Curie Cancer Care
Job Description

Job titleInformation and Support line Operations Manager

Job ReferenceSC2362

DepartmentMarie Curie Caring Services

LocationGlasgow Hospice

Reports toHead of Information and Support services

Accountable toHead of Information and Support services

Job Purpose/Summary

  • Reporting to the Head of Information and Support to manage the day-to-day delivery of the Marie Curie support line. You will line manage and support the Marie Curie Support line, ensuring that they deliver a consistently high quality and responsive Customer service to people affected by a terminal illness.
  • The post holder will be required to work a flexible shift pattern to cover operational hours of 08.00 – 8pm Monday to Friday, and 10am - 4pm Saturday and Sunday inclusive of Bank Holidays

Accountabilities (Duties and Responsibilites)

  • To be the departmental lead on the Marie Curie Support Line involvement in Customer Service Excellence and other quality initiatives.
  • To be responsible for the day to day management of the Multi-Channel Support line including Telephony, Web chat and Forum moderation
  • To line manage and, as necessary, induct, train, supervise and appraise the work and development of all direct reports and volunteers, ensuring they aresupported appropriately.
  • Extensive demand and resource management experience to ensure appropriate support line coverage at all times
  • To be continually assessing and improving the service to ensure that the customer is the main focus at all times
  • To be responsible for monitoring quality within the team by listening in to the Support Line calls and monitoring written enquiries and all CRM updates regularly
  • To be responsible for evaluating the Support Line service and the information given, including producing regular user feedback reports, quarterly statistical data and ad-hoc information as required.
  • To actively develop budget proposals and liaise with fundraising colleagues to develop opportunities for sponsorship, new delivery channels and mechanisms.
  • To assist and contribute to budget management and development and ensure that the service is run effectively, making efficient use of resources.
  • To work with the Head of Information and Support services to devise and implement new initiatives for delivering and disseminating Marie Curie related information to Marie Curiecarers and professionals, including the use of social media and innovative technological solutions.
  • Work as part of the Marie Curie Information and Support Service to develop a programme of activities and engagement to support the information needs of people affected by Marie Curie.
  • To benchmark the support line and it’s services against other charities
  • To ensure high quality customer service is maintained and continuously improved
  • Responsible for managing and reporting all system outages and developments with IT
  • First point of contact for any complaints received against I&S
  • To promote and market the Marie Curie Support Line and information service.
  • To assist the Head of Information and Support services with information exchange with other Directorates.
  • To offer back up support and information to enquirers on all channels.
  • To work with minimum supervision, and work as a team to prioritise and manage own workload and diary to maximise the impact of the Support Line service.
  • To take on responsibility for building specialist knowledge around a specific topic in line with Marie Curies strategy. To use this knowledge to respond to complex enquiries, train the helpline team and create new information products.

Job title: - Information and Support Operations Manager

Job Reference SC2362

Criteria / Essential / Desirable / How assessed
Skills / Abilities / Ability to use own initiative and work independently
Extensive experience of people and performance management
Tactical decision maker to ensure the service user is priority and that issues are dealt with quickly.
Operational management of budgets
Ability to identify areas of improvement in the service and devise a strategy to implement their ideas.
Significant experience or exposure to multi-channel contact centre environments.
Identifying the problem – finding out what the client needs and getting the full picture
Highly numerate
Ability to understand complex issues and problems and identify the right material appropriate to that need
Ability to assimilate large quantities of information quickly and accurately and communicate it clearly
Able to establish strong working relationships and work confidently with others to ensure the effective provision of support
Experience of assimilating and summarising complex information in Plain English for a range of audiences
Ability to plan, schedule and prioritise own workload within a constantly changing, environment.
Ability to think laterally and objectively, and to pre-empt concerns and situations
Ability to identify relevant information and resources
Ability to explain information effectively and precisely
Ability to deal with distressed clients and emotive topics
Ability to deal with repeat persistentcallers.
 / Experience of assimilating and summarising complex information in Plain English for a range of audiences
Understanding of digital marketing channels /
  • CV
  • Interview
  • Assessment centre
  • Use and interpretation of data matrix and flow charts.
  • Assessment of interpretation of various data sources.
  • Demonstrate the outcomes of experience with examples

Qualifications, training and education / Maths, English and IT GCSE’s (grade C or above) or equivalent
Degree and extensive experience in multi-channel contact centre
IT experience – Word, Excel, email and internet. /
  • CV
  • Certificates
  • Ability to demonstrate outcomes of experience

Experience / Extensive Contact centre Management
Experience in a support or counselling service, either face to face or telephone.
Working in a customer services environment
Dealing with and respecting confidential information
Experience working with people with a terminal illness
Ability to make quick decisions when the need arises
Working in a caring or health provision environment
Experience of working on own initiative in an office and/or call centre environment / Experience in a support or counselling service, either face to face or telephone.
Experience working in organisations like Samaritans, Citizens Advise Bureau or similar charity or 3rd sector
Understanding of Data protection laws /
  • CV Interview
  • Role Play

Other requirements / Willingness to work across multiple shift patterns
Ability to stay calm in stressful situations
Emotional intelligence
Enhanced listening and interpersonal skills
Empathy
Adaptive and willing to travel when necessary
Flexible
Reliable
Positive and professional attitude
Belief in the Marie Curie Brand and Service
Hold a current and valid driving licence and have access to a suitable vehicle. /
  • Interview
  • References

Where appropriate, reasonable adjustments to these criteria will be considered to accommodate personal circumstances such as disabilities

General

In addition to the specific duties and responsibilities outlined in this job description, all Marie Curie Cancer Care employees should be aware of their specific responsibilities towards the following:

  • Marie Curie Cancer Care is committed to encouraging volunteering throughout the organisation and as such the post holder will be expected to support and respect volunteers, and may be asked to work alongside or supervise a volunteer as part of their role whilst working at Marie Curie Cancer Care.
  • Marie Curie Cancer Care operates a no-smoking policy. The post holder should either be a non-smoker or be prepared not to smoke in any Charity premises, grounds or vehicles or when on Marie Curie Cancer Care business outside the office.
  • Adhere to all health and safety and fire regulations and to co-operate with the Charity in maintaining good standards of health and safety.
  • Uphold ethical and professional standards and not behave in a manner that is likely to bring the Charity into disrepute.
  • Promote and sustain a responsible attitude towards equal opportunities and diversity within the Charity.
  • Demonstrate a commitment to ongoing registration requirements or any national professional or occupational standards associated with the role.
  • Demonstrate a commitment to ongoing learning and development and to participate in any training relevant to the role.
  • For designated roles, the post holder will be responsible for health & safety, business continuity planning and/or risk management. (These responsibilities will be notified on appointment).

This job description is not exhaustive. It merely acts as a guide and may be amended to meet the changing requirements of the charity at any time after discussion with the post holder.

Job titleInformation and Support line Operations Manager

Job referenceSC2362

Salary scaleMCCC E

Salary£28,986 to £32,206 per annum pro rata

Annual leave entitlement25 days (including 3 bank holidays) pro rata

Notice periodOne Month (after probationary period)

Working hours35 hr flexible

Probationary periodSix months

Special Conditions:

Due to administration costs borne by the charity, we regret that only short-listed candidates will be contacted. If you have not heard from us within four weeks of the below closing date, please assume that your application has been unsuccessful.

Other benefits

  • Access to Clinical Supervision Group.
  • Training and education programme.
  • Season ticket loan
  • Loan schemes for bikes; computers and satellite navigation systems

Closing date: 15th January 2015 at 5pm