Job description Customer Care Team Leader (Engagement)

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Job description Customer Care Team Leader (Engagement)"

Transcription

1 Job description Customer Care Team Leader (Engagement) Main purpose of job The Customer Care Team Leader will manage the day to day running of the internal Customer Care engagement team, ensuring it provides a quality service and meets performance targets with a continuous improvement approach. This role will be responsible for the efficient fulfilment of over 60,000 Customer Care enquiries and engagement calls. They will have experience in managing a team of call handlers including monitoring, mentoring and training of individuals to the highest level of customer satisfaction. Position in organisation Reports to the Customer Care Manager Manages the Customer Care engagement team (Direct line management of two officers, responsible for a team of eight (with growth opportunities) Works closely with the Customer Care Manager to effectively manage customer engagement. Provides strategic operational support to Fundraising teams for handling enquiries across different supporter engagement platforms Key strategic role within the Customer Care Team Manages day to day relations between third party agencies for live customer support Creates and delivers a coaching programme for inbound and outbound calling for Customer Care advisors Dimensions and limits of authority Has budget responsibility for temporary staff as and when required Manages internal requests for customer support Deputises for the Customer Care Manager as required Strategizes on development opportunities for Customer Care Advisors looking at cross directorate opportunities Develops working strategies with internal colleagues and teams without reference Ability to sign off on complex customer enquiries Co-ordinates and prioritizes workloads, identifying high levels of staff utilization Duties and key responsibilities Strategy and Management Manages direct individual performance of the Customer Care Officers and indirect performance of Customer Ca\re Advisors. Works closely with Customer Care Team Leader (Processing) to improve and streamline processes.

2 Manages relationships with agencies and other departments in the delivery of customer support Development, implementation and delivery of Customer Care Engagement SLAs Monitor and report on key performance indicators in regard to call handling and other Customer engagement functions, looking to continuously improve procedures in order to provide the best Customer Experience. Manage the speed, accuracy and content of supporter communications from the Customer Care Engagement Team. Ensure everyone in the team knows their role and are trained to the required standards needed to accurately follow procedures Engage and manage appropriate temporary staff as the need arises effectively and within budget. Customer Service delivery Work alongside Customer Care Manager to ensure communications provide opportunity to build deeper relationships Work with teams across the organisation to create comprehensive data flows for customer journeys Ensure scripts and prompts for communication are up to date, accurate and in line with brand guidelines Responsible for training of new and existing customer engagement relationships with third parties. Manage and escalate as required, complex or non-compliant enquiries and exceptional supporter correspondence Create a robust team rota and forecast trends based on activity briefs provided. Manage and respond without reference to feedback from customers in line with Fundraising complaints procedure Administration and Compliance Ensure processes, procedures and policies are followed in an accurate and consistent manner Ensure effective business continuity plans are in place for customer care live enquiries Maximise our customer insight to ensure we effectively gather and record information consistently Ensure processes and ways of working are compliant with all the relevant regulatory, audit and data protection requirements, ensuring these requirements are clearly understood by everyone in the team Maintain accurate and consistent processes with other Service Delivery teams, working alongside the Customer Care Team Leader - Processing Create and maintain a knowledge base of frequently asked questions

3 Integration with other departments Promote and integrate the Customer Promise across all areas of the organisation Work with teams across the organisation to develop best practice for capturing information about customer interactions that will develop our understanding and provide opportunities to further engage Liaises at all levels within the Society To undertake any other duties or projects commensurate with the nature and grade of this post as required. Additional Responsibilities To adhere to all the Society s service standards, policies and procedures. To comply with the data protection regulations, ensuring that information on clients remains confidential. To be responsible for personal learning and development, to support the learning and development of others and the whole organisation. To work in a manner that facilitates inclusion, particularly of people with dementia. To implement the Society s health and safety policy and procedures, ensuring that all practices and procedures are undertaken in accordance with a healthy and safe working environment and that all staff and volunteers for whom you may be responsible are aware of their responsibilities in respect of their role, monitoring data and recommending action as required. To administrate and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements. To follow the Society s management information guidelines and requirements, including ensuring appropriate monthly measures on service usage levels are collected and submitted on the services database or other systems in accordance with deadlines.

4 Person specification All of the following requirements are essential, unless marked with a * when they are desirable, and will be assessed from a combination of information provided from the application form and interview process. Education and qualifications Numerate and literate to A-level standard or equivalent experience Customer Services qualification* Skills and experience Significant experience as a team leader or equivalent, responsible for delivering high quality Customer/Supporter Service. Experience of managing individuals Significant experience of a live customer support environment (such as a call centre or similar) Ability to monitor and motivate a busy Customer Care team Experience of managing workload for a busy Customer Care team Performance reporting, implementing, monitoring and managing SLAs & KPIs Extensive influencing and negotiating skills IT literate with good understanding of CRMs Strong team worker and interpersonal skills Ability to work effectively on own initiative and as part of a team, without close supervision Able to work to deadlines and under pressure Good understanding of charitable fundraising principles Personal attributes / qualities Ambitious, innovative, self-motivated and target driven. Able to show empathy for people with dementia and their carers Trustworthy, patient and a good relationship builder Enjoys working as part of a team.

5 Value Based Behaviours Alzheimer s Society has a value-based behavioural framework which brings our values to life in everything we do. The framework is applied across the full employment (and volunteering) life-cycle. This includes individual objectives, appraisals, performance management, reward and recognition and personal and professional development. You will be given a full copy of the framework if appointed, as part of your induction. For this role, the key value based behaviours you will need to evidence in your application and which will be assessed during the recruitment process are: Challenge the status quo in a constructive and respectful manner, actively suggesting and contributing to improvements. Engender a customer focussed culture in my team or area of expertise. Keep my promises, delivering to agreed standards and within agreed timescales. Base my actions and decisions on credible evidence, drawing on my own and others expertise, experience and past lessons. Use my initiative to anticipate and overcome problems and obstacles. Ask for support and advice when necessary. Adapt my communication style to meet the needs of those I m communicating with. Build credibility and trust with others by acting openly, professionally and respectfully at all times.

Job description Fundraising Database Analyst

Job description Fundraising Database Analyst Job description Fundraising Database Analyst Main purpose of job Alzheimer s Society has a supporter database of approximately 1 million records, including archived and legacy information. To increase

More information

Job description - Fundraising Database Reporting and Solutions Analyst

Job description - Fundraising Database Reporting and Solutions Analyst Job description - Fundraising Database Reporting and Solutions Analyst Main purpose of job The Fundraising Database Reporting and Solutions Analyst will lead on the requirement gathering, design and creation

More information

Job Description - Fundraising Database Training and Engagement Officer

Job Description - Fundraising Database Training and Engagement Officer Job Description - Fundraising Database Training and Engagement Officer 1. Main purpose of job The Fundraising Database Training and User Engagement Officer will fulfil the CRM learning needs of the organisation

More information

Job Description - Relationship Development Manager Dementia Friends

Job Description - Relationship Development Manager Dementia Friends Job Description - Relationship Development Manager Dementia Friends Main Purpose of job: Leads on and manages the relationships with key organisations across private, public and third sector. Manages the

More information

Works closely with all members of the Training and Consultancy team, and the wider Operations, Fundraising and Marketing directorate.

Works closely with all members of the Training and Consultancy team, and the wider Operations, Fundraising and Marketing directorate. Job description Training Officer Main purpose of job The main purpose of this role is to co-ordinate the department s training and marketing activities provide market intelligence to the Training team

More information

Job description HR Operations Manager

Job description HR Operations Manager Job description HR Operations Manager Main purpose of job The HR Operations Manager is responsible for the effective operational management and delivery of the HR Service Centre, recruitment, people management

More information

Job Description - Regional Fundraising Manager

Job Description - Regional Fundraising Manager Job Description - Regional Fundraising Manager Main Purpose of Job The post-holder will lead on the co-ordination and development of fundraising activity and the delivery of a cost effective fundraising

More information

Job description - Media Strategy and Planning Manager. Main purpose of job

Job description - Media Strategy and Planning Manager. Main purpose of job Job description - Media Strategy and Planning Manager Main purpose of job Design, develop and maintain a strategic, planned and proactive media approach across Alzheimer s Society, aligned to organisational

More information

Strategy Key input into the fundraising database development strategy

Strategy Key input into the fundraising database development strategy Job Description 1. Main purpose of job The Fundraising Database Executive will implement and support the evolving strategy and best practice in the Society s use of its fundraising database. The postholder

More information

Job Description - Internal Communication and Engagement Officer (Intranet)

Job Description - Internal Communication and Engagement Officer (Intranet) Job Description - Internal Communication and Engagement Officer (Intranet) Main purpose of job The Internal Communication and Engagement Officer (Intranet) is responsible for the ongoing creation, development

More information

Job description HR Advisor

Job description HR Advisor Job description HR Advisor Main purpose of job To work closely with colleagues in the HR Business Partner team along with the wider PDO directorate to ensure delivery of a first class, professional and

More information

Job description - Business Improvement Manager

Job description - Business Improvement Manager Job description - Business Improvement Manager Main Purpose of job The post has lead responsibility for optimising operational performance within the Operations directorate, and across the Society for

More information

Job Information Pack. Trading Assistant Tower Hill, London. May 2014 ALZHEIMER S SOCIETY

Job Information Pack. Trading Assistant Tower Hill, London. May 2014 ALZHEIMER S SOCIETY Job Information Pack Trading Assistant Tower Hill, London May 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) 20 7423 3500. Fax 020 7423 3501 Email info@alzheimers.org.uk

More information

Using the ITIL v3 lifecycle to improve existing and new IT service activities. The ability to understand the elements of the ITIL framework theory

Using the ITIL v3 lifecycle to improve existing and new IT service activities. The ability to understand the elements of the ITIL framework theory Job Description Job title: IT Service Management Coordinator Job family: IT Salary Grade: D2 Actual Salary: 24,661 Hours: 35 per week Main purpose of job: To provide continual improvement of IT services

More information

Job Information Pack. IT Service Management Officer Tower Hill, London. June 2014 ALZHEIMER S SOCIETY

Job Information Pack. IT Service Management Officer Tower Hill, London. June 2014 ALZHEIMER S SOCIETY ALZHEIMER S SOCIET Job Information Pack IT Service Management Officer Tower Hill, London June 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) 20 7423 3500. Fax 020

More information

Dementia Support Worker - Portsmouth and South East Hampshire

Dementia Support Worker - Portsmouth and South East Hampshire Job Information Pack Dementia Support Worker - Portsmouth and South East Hampshire April 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) 20 7423 3500. Fax 020 7423

More information

Job description People and Organisational Development Business Partner (Operations)

Job description People and Organisational Development Business Partner (Operations) Job description People and Organisational Development Business Partner (Operations) Main purpose of job The purpose of the People and Organisational Development (POD) directorate is to ensure the Society

More information

ABERDEEN CITY COUNCIL JOB DESCRIPTION

ABERDEEN CITY COUNCIL JOB DESCRIPTION ABERDEEN CITY COUNCIL JOB DESCRIPTION All employees are required to carry out their duties and responsibilities in accordance with the Council s Safety Policy and all other Council policies and legislation

More information

Internal Communication and Engagement Manager (part-time)

Internal Communication and Engagement Manager (part-time) Internal Communication and Engagement Manager (part-time) Main purpose of job To develop and manage internal communication and engagement programmes to support Alzheimer s Society projects, activities

More information

Job Description. To lead and effectively manage the Empty Homes team which is responsible for:

Job Description. To lead and effectively manage the Empty Homes team which is responsible for: Job Description Post Title Post Number Service Area / Department SDU Accountable to (Line Manager) Responsible for (Direct Reports Post Title) Empty Homes Manager RT01008 Leasehold and Lettings Housing

More information

Job Description- SQL Database Administrator

Job Description- SQL Database Administrator Job Description- SQL Database Administrator Main purpose of job: The SQL Database Administrator will be responsible for the provision of high quality IS support for existing database applications, developing

More information

38,648 ( 35,590 basic + 3,058 London weighting allowance) Grade E of Mind s salary scales

38,648 ( 35,590 basic + 3,058 London weighting allowance) Grade E of Mind s salary scales Job description Job Title Responsible to Department Team Responsible for Salary Hours of work Length of contract Location of work CRM Manager Data Process and CRM Delivery Manager Fundraising Data and

More information

Working as part of the team to manage social media activity across various channels

Working as part of the team to manage social media activity across various channels Job Description Job title: Location: Salary: Hours: Contract type: Digital and Marketing Executive Tower Hill London 27,363 35 per week Six month contract Main purpose of job Operational support for Alzheimer

More information

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff JOB DESCRIPTION Facilities Manager Soft Services DIRECTORATE: Merlin Works DEPARTMENT: Facilities Management SALARY: 44,880 RESPONSIBLE TO: Head of Facilities Management RESPONSIBLE FOR: Team Leaders and

More information

JOB DESCRIPTION. Department(s)/Location: Service Delivery Directorate / Main Contact Centres

JOB DESCRIPTION. Department(s)/Location: Service Delivery Directorate / Main Contact Centres JOB DESCRIPTION Job Title: Reporting To: East, North or West Department(s)/Location: Service Delivery Directorate / Main Contact Centres Job Reference number (coded): 07/10 1. JOB PURPOSE The post holder

More information

Sub-section Content. 3 General Description. 4 Specific Duties and Responsibilities

Sub-section Content. 3 General Description. 4 Specific Duties and Responsibilities Sub-section Content 1 Preliminaries - Post title: Audit and Risk Advisor - Reports to: Business Assurance Manager - Direct reports: none - Directorate: xxx 2 Contacts - All staff within the Society, Board

More information

Group Manager Line management of a local team of 5-7 fte staff

Group Manager Line management of a local team of 5-7 fte staff Practice Manager Children s Social Care Role Profile: Practice Manager Grade: Grade 12 Accountable to: Accountable for: Role Context & Purpose Group Manager Line management of a local team of 5-7 fte staff

More information

Junior Finance and Administrative Assistant Job description

Junior Finance and Administrative Assistant Job description Junior Finance and Administrative Assistant Job description 1. Main purpose of the job The Junior Finance and Administration Assistant will assist the Finance Manager and the Database Administrator in

More information

POST NUMBER: MANAGEMENT SPINE MS PRP

POST NUMBER: MANAGEMENT SPINE MS PRP POST TITLE: POST NUMBER: GRADE: HEAD OF QUALITY MANAGEMENT SPINE MS 12-17 + PRP JOB PURPOSE The person appointed will be responsible for the leadership and management of quality across all Further Education

More information

Dementia Friends Digital & Marketing Executive

Dementia Friends Digital & Marketing Executive Job Description Job title: Location: Dementia Friends Digital & Marketing Executive Tower Hill - London Main purpose of job Operational support for Dementia Friends digital marketing activity, including

More information

Volunteering Development Manager, Greater London and Central Regions

Volunteering Development Manager, Greater London and Central Regions Job Information Pack Volunteering Development Manager, Greater London and Central Regions February 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London E1W 1LB. Telephone +44 (0) 20 7423

More information

JOB DESCRIPTION. Deputy Care Home Manager. Homes Manager

JOB DESCRIPTION. Deputy Care Home Manager. Homes Manager JOB DESCRIPTION Job Title Service Responsible To Responsible For Hours of Work Deputy Care Home Manager Homes Homes Manager Supervision of all staff involved in Care Services either directly or through

More information

Customer Service Cluster Manager

Customer Service Cluster Manager London Borough of Camden JOB PROFILE Cluster POSITION TITLE: cluster manager DIRECTORATE: Culture and Environment DIVISION: Culture and customer service JOB FAMILY: SERVICE: service GRADE: PO6 REPORTS

More information

JOB DESCRIPTION. Senior Customer Services Advisor. Housing Services Department

JOB DESCRIPTION. Senior Customer Services Advisor. Housing Services Department JOB DESCRIPTION ROLE: Senior Customer Services Advisor LEVEL: Level 4 SALARY BAND: min 18685 max 21722 RESPONSIBLE TO: DEPARTMENT: Customer Services Team Leader Housing Services Department JOB CONTEXT:

More information

External Vacancy HR Officer Post Ref: hours per week, Permanent, 23,952 to 25,389 per annum

External Vacancy HR Officer Post Ref: hours per week, Permanent, 23,952 to 25,389 per annum External Vacancy HR Officer Post Ref: 5723 37 hours per week, Permanent, 23,952 to 25,389 per annum We are seeking to appoint a self-motivated individual to support an HR Manager in the provision of a

More information

Job Information Pack. Dementia Support Worker Nottingham City. May 2014 ALZHEIMER S SOCIETY

Job Information Pack. Dementia Support Worker Nottingham City. May 2014 ALZHEIMER S SOCIETY Job Information Pack Dementia Support Worker Nottingham City May 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) 20 7423 3500. Fax 020 7423 3501 Email info@alzheimers.org.uk

More information

HOME GROUP LIMITED JOB DESCRIPTION

HOME GROUP LIMITED JOB DESCRIPTION HOME GROUP LIMITED JOB DESCRIPTION 1 JOB DETAILS Job Title: Client Services Manager Date: February 2012 Reports to: Business Contract Manager Ref: HOMEJD024 2 JOB PURPOSE To lead a committed and motivated

More information

SHEPWAY DISTRICT COUNCIL JOB DESCRIPTION. CORPORATE DEBT OFFICER (Fixed term until 31 st March 2016)

SHEPWAY DISTRICT COUNCIL JOB DESCRIPTION. CORPORATE DEBT OFFICER (Fixed term until 31 st March 2016) SHEPWAY DISTRICT COUNCIL JOB DESCRIPTION CORPORATE DEBT OFFICER (Fixed term until 31 st March 2016) Salary: 18,558 22,485 (Grade D) Responsible to: Corporate Debt Manager Purpose of the job: To undertake

More information

JOB DESCRIPTION. The post holder reports to the Care Manager and is accountable to the Director of Care.

JOB DESCRIPTION. The post holder reports to the Care Manager and is accountable to the Director of Care. JOB DESCRIPTION JOB TITLE: NURSE POST HOLDER: PART 1: JOB PROFILE 1. Main Purpose of Job To provide a high level of specialist palliative care, encompassing a supportive and holistic approach to the child/young

More information

Job Description. Team Supervisor

Job Description. Team Supervisor Job Description Title: Call Handler Band: Band 3 Location: Various Reports to: Team Supervisor Job Purpose The post holder will be responsible for the assessment of presenting clinical symptoms, using

More information

Job Description Payroll Service Specialist Band 7

Job Description Payroll Service Specialist Band 7 Job Description Payroll Service Specialist Band 7 Post: Payroll Shared Service Specialist Band: 7 Location: College Street, Belfast Reports to: Head of Payroll Service Responsible to: Assistant Director

More information

INFORMATION TECHNOLOGY & MEDIA SERVICES

INFORMATION TECHNOLOGY & MEDIA SERVICES INFORMATION TECHNOLOGY & MEDIA SERVICES Head of IT Operations Permanent, Full-time Grade SENIOR STAFF: Salary to be determined by the Vice Chancellor De Montfort University is home to more than 27,000

More information

Wirral Council: Job Role Descriptor HR USE ONLY

Wirral Council: Job Role Descriptor HR USE ONLY Wirral Council: Job Role Descriptor Job Role: Service: Reports to: No. of Subordinates: Job Role Ref: Job Family: Grade: Practice & Governance Manager Legal & Member Services Head of Legal & Member Services

More information

Lecturer Job Description - Maths Graduate

Lecturer Job Description - Maths Graduate Lecturer Job Description - Maths Graduate Date : May 2014 Reports to : Section Leader, Skills for Life Introduction Bicton College s Values are embodied in the following statements: We are student focussed

More information

Sales Director Job description.

Sales Director Job description. Sales Director Job description. CONTENTS 1. Reporting to 3 2. Line reports 3 3. Scope of role 3 4. Main responsibilities 3 4.1 Team management 3 4.2 Sales and targets 3 4.3 Client focus and communications

More information

QUALITY MANAGEMENT POLICY & PROCEDURES

QUALITY MANAGEMENT POLICY & PROCEDURES QUALITY MANAGEMENT POLICY & PROCEDURES Policy Statement Cotleigh Engineering Co. Limited specialises in the recruitment of engineering & technical personnel in the oil & energy, rail, civil engineering,

More information

JOB DESCRIPTION. Fundraising Administrator. Job Title. Report To Fundraising Manager Region All Grade 7 Band C. Experience Preferred

JOB DESCRIPTION. Fundraising Administrator. Job Title. Report To Fundraising Manager Region All Grade 7 Band C. Experience Preferred Job Title Fundraising Administrator Report To Fundraising Manager Region All Grade 7 Band C Experience Preferred Demonstrable experience of working in a fundraising administration (or similar) role. Qualifications

More information

How to apply Send your CV along with a description of how you meet the role requirements to:

How to apply Send your CV along with a description of how you meet the role requirements to: How to apply Send your CV along with a description of how you meet the role requirements to: jobs@iosh.co.uk Job Description 1 Job details Job title: Digital Marketing Projects Officer Division: Marketing

More information

Delivering Excellence in Insurance Claims Handling

Delivering Excellence in Insurance Claims Handling Delivering Excellence in Insurance Claims Handling Guide to Best Practice Delivering Excellence in Insurance Claims Handling Contents Page 1. Introduction 1 2. Executive Summary 2 3. Components of Best

More information

JOB DESCRIPTION: Senior Manager HR & Talent Management

JOB DESCRIPTION: Senior Manager HR & Talent Management JOB DESCRIPTION: Senior Manager HR & Talent Management RESPONSIBLE TO: RESPONSIBLE FOR: Group Director The overall management and development of all aspects of HR and Talent Management for the company,

More information

JOB DESCRIPTION. Director Solent Leadership Academy. Leadership Team RESPONSIBLE KEY PURPOSE: LINE MANAGEMENT:

JOB DESCRIPTION. Director Solent Leadership Academy. Leadership Team RESPONSIBLE KEY PURPOSE: LINE MANAGEMENT: JOB DESCRIPTION POST: Director Solent Leadership Academy GRADE: Spot salary RESPONSIBLE TO: Deputy Principal LINE MANAGEMENT: Leadership Team RESPONSIBLE FOR: Curriculum Management Curriculum planning,

More information

Job Description Payments Service Centre Specialist Band 7

Job Description Payments Service Centre Specialist Band 7 Job Description Payments Service Centre Specialist Band 7 Post: Payments Service Centre Specialist Band: 7 Location: Braid Valley Hospital Site, Ballymena (although this may initially be based in Belfast)

More information

1 To assist the Financial Operations Manager to meet all reporting deadlines

1 To assist the Financial Operations Manager to meet all reporting deadlines Job Description Post: College Accountant (2) Salary Grade: Responsible to: Subject to Job Evaluation Financial Operations Manager Salford City College is currently carrying out Job Evaluation and therefore

More information

JOB DESCRIPTION. Performance Improvement Officer (within Customer Services Team) Enquiries, Compliments and Complaints Co-ordinator

JOB DESCRIPTION. Performance Improvement Officer (within Customer Services Team) Enquiries, Compliments and Complaints Co-ordinator JOB DESCRIPTION ROLE: Performance Improvement Officer (within Customer Services Team) LEVEL: Level 6 SALARY BAND: up to 25682 RESPONSIBLE TO: RESPONSIBLE FOR: DEPARTMENT: Customer Services Manager Enquiries,

More information

Location of Employment Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in December of 2016)

Location of Employment Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in December of 2016) Role: Contact Centre Team Leader Location of Employment 63-66 Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in December of 2016) Job Title Reporting to Contract Salary Probation

More information

Job Grade: Band 5. Job Reference Number:

Job Grade: Band 5. Job Reference Number: Job Title: Business Analyst Job Grade: Band 5 Directorate: Job Reference Number: People and Transformation P01216 The Role: This is a challenging role working with and across all services to support the

More information

Office Base - Stratford, London; Area London and the East

Office Base - Stratford, London; Area London and the East Title: Location: Finance & Contracts Manager Office Base - Stratford, London; Area London and the East Reward band: XZN Reporting to: Operations Manager London and the East Job purpose: 1. To provide innovative,

More information

JOB DESCRIPTION. The Company: Birch Green Care Home: Purpose of Job: Service Manager Job Description SCH V2 July 2013.

JOB DESCRIPTION. The Company: Birch Green Care Home: Purpose of Job: Service Manager Job Description SCH V2 July 2013. JOB DESCRIPTION Job Title: Reports to: Responsible for: Service Manager General Manager Nursing and Care Staff Team Salary 30,000 Hours work Holiday 40 per week working on a rota to meet the needs of the

More information

The post holder will be guided by general polices and regulations, but will need to establish the way in which these should be interpreted.

The post holder will be guided by general polices and regulations, but will need to establish the way in which these should be interpreted. JOB DESCRIPTION Job Title: Membership and Events Manager Band: 7 Hours: 37.5 Location: Elms, Tatchbury Mount Accountable to: Head of Strategic Relationship Management 1. MAIN PURPOSE OF JOB The post holder

More information

Recruitment and Selection Services Centre Team Leader

Recruitment and Selection Services Centre Team Leader Job Description Recruitment and Selection Team Leader Band 5 Job Title: Band: Reports to: Recruitment and Selection Services Centre Team Leader 5 ( 21,388-27,901 per annum) Service Delivery Manager Accountable

More information

NSPCC JOB DESCRIPTION. Database Training and Support Manager. (Grade 5 - Senior Business Support Officer)

NSPCC JOB DESCRIPTION. Database Training and Support Manager. (Grade 5 - Senior Business Support Officer) NSPCC JOB DESCRIPTION Job Title: Database Training and Support Manager (Grade 5 - Senior Business Support Officer) Function: Department: Supporter Services and Database Administration Supporter Experience

More information

To liaise with other MSS departments and lead on the creative direction for their projects.

To liaise with other MSS departments and lead on the creative direction for their projects. Job Title: Location: Reports to: Creative Services Manager MS National Centre, London Head of Marketing and Brand Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953, we

More information

Management. Level 3 Diploma in Management (QCF) 2014 Skills CFA Level 3 Diploma in Management (QCF) Page 1

Management. Level 3 Diploma in Management (QCF) 2014 Skills CFA Level 3 Diploma in Management (QCF) Page 1 Management Level 3 Diploma in Management (QCF) 2014 Skills CFA Level 3 Diploma in Management (QCF) Page 1 Level 3 Diploma in Management (combined qualification) Qualification Title Credit Value 55 Level

More information

Customer Relationship Management (CRM) and Data Officer. Reference No: 0115 15. Grade:

Customer Relationship Management (CRM) and Data Officer. Reference No: 0115 15. Grade: Job Title: Customer Relationship Management (CRM) and Data Officer Reference No: 0115 15 Reports to: Access to Higher Education Manager Grade: D Working Hours: 37 hours per week Faculty / Service: Marketing

More information

JOB DESCRIPTION. Tatchbury Mount base and other Southern Health Sites as required

JOB DESCRIPTION. Tatchbury Mount base and other Southern Health Sites as required JOB DESCRIPTION Job Title: Band: Hours: Location: Accountable to: Lead Manager for Workforce Planning & Resourcing 8a 37.5 per week Tatchbury Mount base and other Southern Health Sites as required Deputy

More information

ROLE PROFILE & PERSON SPECIFICATION. Organisational Development Manager

ROLE PROFILE & PERSON SPECIFICATION. Organisational Development Manager Page 1 of 6 ROLE PROFILE & PERSON SPECIFICATION Organisational Development Manager 1. RESPONSIBLE TO: Associate Director of Learning & Organisational Development 2. RESPONSIBLE FOR : The Workforce Development

More information

The ICMCI CMC Competence Framework - Overview

The ICMCI CMC Competence Framework - Overview This CMC Competence Framework specifies the cluster of related abilities, commitments, knowledge, and skills that a management consultant should demonstrate in practice in order to successfully complete

More information

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold Role Profile Role Title: Directorate: Department: Team: Leasehold Co-ordinator (LSE) Resident Services Local Services Regional Role Identifiers: - Career Ladder: Customer Services - Level: Level 4 - Function:

More information

JOB PROFILE. To support people to develop their skills and confidence so as to have a good life in the community in order to deliver our Mission:

JOB PROFILE. To support people to develop their skills and confidence so as to have a good life in the community in order to deliver our Mission: JOB PROFILE Job Title: Reports to: Support Worker and Relief Support Worker Line Manager Main Purpose of Role To support people to develop their skills and confidence so as to have a good life in the community

More information

Job Description. Undertake clinical audit and healthcare service monitoring and review as required by the commissioner and CQC.

Job Description. Undertake clinical audit and healthcare service monitoring and review as required by the commissioner and CQC. Job Description Job Title Service Manager - Learning Disabilities Barnet Band and scale range SCP 53-56 Reports to Head of Integrated Care (Learning Disabilities and Mental Health) Service area Adults

More information

Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( )

Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( ) Role Profile template Job Title Service Desk Manager Barnet Band and scale range BBB 47-50 Reports to Head of IS Service area Corporate Services Directorate Number of staff responsible for 7 Budget responsibility

More information

D 1. Working with people Develop productive working relationships with colleagues. Unit Summary. effective performance.

D 1. Working with people Develop productive working relationships with colleagues. Unit Summary. effective performance. 1 Develop productive working relationships with colleagues Unit Summary What is the unit about? This unit is about developing working relationships with colleagues, within your own organisation and within

More information

ADMINISTRATION AND TRAINING ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION

ADMINISTRATION AND TRAINING ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION ADMINISTRATION AND TRAINING ASSISTANT JOB DESCRIPTION AND PERSON SPECIFICATION 1. Job details Job title: Administration and training assistant Responsible to: Senior consultant, NCVO Charities Evaluation

More information

Kids Under Cover Position Description

Kids Under Cover Position Description Position: Department: Salary Range: Time Fraction: Reports To: Staff Responsibility: Position Tenure: Supporter Services Coordinator Marketing & Fundraising $40,000-$50,000 Package Equivalent Full Time

More information

JD AND PS: Senior Data Analyst

JD AND PS: Senior Data Analyst Job Description Job title Reporting to Line Management Annual Salary Department/ Section Hours of work Budgetary responsibility and accountability Post covers Senior Data Analyst Head of Strategic Planning

More information

JOB DESCRIPTION. I.C.T Application Systems & Workflow Manager

JOB DESCRIPTION. I.C.T Application Systems & Workflow Manager JOB DESCRIPTION POST: LOCATION: Service Level Manager Belfast City Hospital GRADE: Band 6 REPORTS TO: RESPONSIBLE TO: I.C.T Application Systems & Workflow Manager I.C.T Service Delivery Manager JOB SUMMARY/MAIN

More information

HR Administrative Partner EHA1048-0516. Fixed Term Full Time for up to 12 months (Maternity cover)

HR Administrative Partner EHA1048-0516. Fixed Term Full Time for up to 12 months (Maternity cover) It is important to note that this job description is a guide to the work you will be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of

More information

Morchard Bishop C of E VA Primary School. After School Club Play Leader

Morchard Bishop C of E VA Primary School. After School Club Play Leader Morchard Bishop C of E VA Primary School After School Club Play Leader Purpose of Post: To provide a caring, secure environment, through individual attention and group activities To organise appropriate

More information

Associate Director, Performance and Planning (8d)

Associate Director, Performance and Planning (8d) Job title Accountable to Reports to Job summary Associate Director, Performance and Planning (8d) Director of Operations and Planning Director of Operations and Planning To implement a Trust-wide strategy

More information

33,106 40,619. 10 Woodcock Street. Working 36.5 hours per week

33,106 40,619. 10 Woodcock Street. Working 36.5 hours per week HR Practitioner - Recruitment and Resourcing 33,106 40,619 10 Woodcock Street Working 36.5 hours per week We are looking for a forward thinking, innovative recruitment operations manager to lead the newly

More information

MS National Centre, London

MS National Centre, London Job Title: Location: Reports to: Governance Officer MS National Centre, London Governance Manager Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953, we ve been providing

More information

North Cumbria University Hospitals NHS Trust - FoI 000999 Enclosure 01. Job Description

North Cumbria University Hospitals NHS Trust - FoI 000999 Enclosure 01. Job Description 1. JOB DETAILS Job Description Job title: Head of Communications and Reputation Management Accountable to: Director of Strategic Planning and Clinical Governance Location: Trust-wide across both hospital

More information

JOB DESCRIPTION. Chief Nurse

JOB DESCRIPTION. Chief Nurse JOB DESCRIPTION Chief Nurse Post: Band: Division: Department: Responsible to: Responsible for: Chief Nurse Executive Director Trust Services Trust Headquarters Chief Executive Deputy Chief Nurse Head of

More information

Head of Human Resources Specialist Mental Health and Learning Disabilities Services. Director of Workforce and Development

Head of Human Resources Specialist Mental Health and Learning Disabilities Services. Director of Workforce and Development JOB DESCRIPTION Job Title: Grade: Accountable to: Head of Human Resources Specialist Mental Health and Learning Disabilities Services Band 8c Director of Workforce and Development 1. MAIN PURPOSE OF JOB

More information

HR Service Partner (Specialist Services & Regional Offices) Location: Shared Services, SVP House Sean McDermott Street, Dublin 1

HR Service Partner (Specialist Services & Regional Offices) Location: Shared Services, SVP House Sean McDermott Street, Dublin 1 Job Description Job Title: Job Holder: Reports To: HR Service Partner (Specialist Services & Regional Offices) Vacant Head of Human Resource Shared Services Location: Shared Services, SVP House Sean McDermott

More information

Alderman s Green Community Primary School Learning Mentor Grade 5 Job Description

Alderman s Green Community Primary School Learning Mentor Grade 5 Job Description Alderman s Green Community Primary School Learning Mentor Grade 5 Job Description Term time only position Job Purpose Under the guidance and supervision of the lead Learning Mentor / Children and Families

More information

River Clyde Homes: Officer Service Desk Analyst

River Clyde Homes: Officer Service Desk Analyst Job Role: Officer Service Desk Analyst Directorate: Business Support Role reports to: ICT Manager Roles Reporting to this role: N/A Total number of team members within team: 5 Grade: River Clyde Homes

More information

Job Description and Person Specification. Post Number: HCI.C24 JE Ref: JE028

Job Description and Person Specification. Post Number: HCI.C24 JE Ref: JE028 Job Description and Person Specification Job Title: Business Analyst Post Number: HCI.C24 JE Ref: JE028 Grade: PO1 (SCP 35 39) Other payments: Service: Progression: Hours per week: Accountable to: N/A

More information

Hours: Full time (38.5 hours, evening and weekend work as appropriate)

Hours: Full time (38.5 hours, evening and weekend work as appropriate) Job Title: Business Manager Job Purpose: As a member of the Senior Leadership Team, to manage the finances and resources of BHCC prudently such that this underpins the organisation delivering and developing

More information

Job Description. 3. To provide financial support to the Directors in respect of the monthly performance reviews.

Job Description. 3. To provide financial support to the Directors in respect of the monthly performance reviews. Job Description Job Title: Location: Grade: Reports to: Manages: Liaises with: Main Objective: Finance Manager Chelsea and Sutton Band 8a Head of Financial Management 1 4 direct reports Divisional/Directorate

More information

Direct Marketing Officer. MS National Centre, London. Individual Fundraising Manager

Direct Marketing Officer. MS National Centre, London. Individual Fundraising Manager Job Title: Location: Reports to: Direct Marketing Officer MS National Centre, London Individual Fundraising Manager Introduction to MS Society The MS Society is the UK s leading MS charity. Since 1953,

More information

THE UNIVERSITY OF MANCHESTER PARTICULARS OF APPOINTMENT

THE UNIVERSITY OF MANCHESTER PARTICULARS OF APPOINTMENT THE UNIVERSITY OF MANCHESTER PARTICULARS OF APPOINTMENT FACULTY OF MEDICAL & HUMAN SCIENCES MANCHESTER PHARMACY SCHOOL CENTRE FOR PHARMACY POSTGRADUATE EDUCATION Lead Pharmacy Technician, Learning Development

More information

JOB DESCRIPTION. Develop and deliver the College s International Recruitment Division business plan;

JOB DESCRIPTION. Develop and deliver the College s International Recruitment Division business plan; JOB DESCRIPTION Post: Reports to: Responsible for: Salary: Hours of work: Director of International Recruitment Chief Operating Officer Senior International Officer Spot salary 50,000 pa inclusive 35 hours

More information

Welcome to the McPin Foundation

Welcome to the McPin Foundation Welcome to the McPin Foundation Thank you for your interest in our organisation and this Administrator position. About us The McPin Foundation exists to transform mental health research by placing people

More information

OPERATIONS MANAGER (full-time) Job Description

OPERATIONS MANAGER (full-time) Job Description OPERATIONS MANAGER (full-time) Job Description Responsible to: Responsible for: Chief Executive Officer Operations Team Purpose of the job: The Operations Manager will lead, direct and manage service and

More information

NHS KSF Outline for Assistant Librarian North Essex Hospitals' Library and Information Service Colchester General Hospital

NHS KSF Outline for Assistant Librarian North Essex Hospitals' Library and Information Service Colchester General Hospital Job title: Assistant Librarian, training and services Accountable to: Library Services Manager NHS KSF Outline for Assistant Librarian North Essex Hospitals' Library and Information Service Colchester

More information

Job Description. Membership Officer N/A

Job Description. Membership Officer N/A Job Description Post Location Responsible to Responsible for: Membership Officer London Business Director N/A Salary: Hours: Negotiable based on Experience Full time 35 hours per week over 5 days Main

More information

National Occupational Standards. Compliance

National Occupational Standards. Compliance National Occupational Standards Compliance NOTES ABOUT NATIONAL OCCUPATIONAL STANDARDS What are National Occupational Standards, and why should you use them? National Occupational Standards (NOS) are statements

More information

ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living.

ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living. ROLE PROFILE Job Title: Customer Services Advisor Responsible to: Team responsible for: Customer Services Manager No line management responsibility Purpose: Working as part of a team delivering a first

More information

January 2016. Communications Manager: Information for Candidates

January 2016. Communications Manager: Information for Candidates January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The

More information