Customer Services Manager

UWT is looking for a skilled and experienced Customer Services Manager to lead the charity’s Customer Services

Department.

The post holder will be donor focussed, strive for customer service excellence and will promote this throughout

the Customer Services Department.

OVERALL RESPONSIBILITIES

The post holder will report to the COO and will work in close coordination with PR/Fundraising and Donor

Feedback departments to deliver the following:

• Provide evidence-based proposals to implement targeted changes and improvements to the Department,

and develop innovative ways to serve our donors, visitors, customers, and members of the public and;

• Work with other UWT departments to grow our donor base;

• Create operational plans to guide and optimise the Department’s service delivery, efficiency and

effectiveness;

• Supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness; and

• Ultimately improve the UWT donor and customer journey and increase satisfaction.

SERVICE PLANNING, DEVELOPMENT & IMPROVEMENT

• Utilize relevant service data/statistics to develop an evidence based operational plan with clear objectives

& KPIs;

• Plan resources (i.e. people, technology, equipment etc.) to increase efficiency and effectiveness in the

delivery of the operational plan and to achieve qualitative and quantitative targets;

• Plan budgets and track expenses for the Department;

• Evaluate performance against Departmental KPIs proposing remedial action where required;

• Monitor and report the delivery of the Department’s KPIs to the COO;

• Create service systems, processes, policies and procedures;

• Stay abreast of sector wide developments and innovations, and implement the appropriate best practice

to drive continuous improvement; and

• Maintain an orderly workflow according to Departmental priorities.

CUSTOMER SERVICE

• Lead on resolving donor and customer issues, and follow problems through to a satisfactory conclusion;

• Maintain up-to-date records of donor discussions (i.e. queries / complaints / suggestions, the departments

resulting actions and the outcomes);

• Create a system of donor consultation, feedback and satisfaction surveys;

• Identify, collate and analyse key Departmental service data and statistics (i.e. donor satisfaction,

complaints, total calls, missed calls, resolved queries, failed donations etc.);

• Use the information from the above sources to propose changes and improvements to the Customer

Services Department and any other UWT services/activities; and

• Introduce initiatives to improve the donor and customer experience, create engaged donors and facilitate

targeted and organic growth.

STAFF MANAGEMENT

• Work with the HR department to recruit, coach, train and develop customer service staff;

• Manage the team to ensure that staffing levels, working hours and individual responsibilities are;

organised to achieve the Department’s KPIs, flexible to respond to unexpected demands (i.e. emergency

appeals, unplanned absences etc.), and that the Department’s services and activities are delivered in a

timely manner, to a high standard;

• Establish clear and consistent communication with and between team members to ensure that the team

are fully aware and prepared for set and revised Departmental priorities, processes, systems, and

routines;

• Embed effective performance management with all team members through appraisal and supervision to

set individual targets, and to monitor and review the progress against these targets;

• Encourage continuous professional development through training, coaching and mentoring to improve

staff capability and nurture exceptional and high performance from individuals and the team;

• Establish a positive team ethos and environment where staff excel through mutual encouragement,

empowerment and support; and

• All other duties that are commensurate to the post.

Qualifications Qualified to A level standard or equivalent (i.e. BTEC, NVQ etc.) Essential

Graduate in a relevant discipline (i.e. Business Administration etc.) Desirable

Experience Proven working experience as a Customer Service Manager or Call Essential

Centre Manager

Building, leading and motivating teams to achieve challenging targets in Essential

a fast-paced work environment especially during busy periods

Experience of change management Desirable

Knowledge Excellent performance management methods and techniques for teams Essential

and individuals

Creating and implementing operational plans Essential

Customer service metrics and performance evaluation Essential

Creating and managing budgets Essential

Reporting operational and financial performance to senior stakeholders Essential

Working knowledge of customer service and call centre technology, Desirable

software, databases and tools

Awareness of industry’s latest technology trends and applications Desirable

Skills Excellent client-facing customer service and communication skills Essential

Dealing with customer queries, complaints and suggestions in person, Essential

telephone and in writing to a satisfactory conclusion

Excellent organisation skills, ability to prioritise work and multi-task Essential

Results driven with a practical approach to problem-solving Essential

Positive, patient and reliable Essential

Proficient in MS Office Essential

Basic grasp of some of the following community languages: Desirable

Urdu, Bengali, Gujarati, Arabic

Other Personal conduct and delivery of work should comply with the values Essential

and culture of Ummah Welfare Trust

Occasionally adapt working times to meet the requirements of the Essential

organisation

Hold a valid UK driving license Desirable

Residing in Bolton Desirable

This post is subject to a Disclosure and Barring Service (DBS) check.

To find out more about the organisation please visit our website on: https://uwt.org, The closing date for applications is 17 November, 2024 , although the position may close sooner if the right

candidate is found.

To apply for this role, please email your CV and Covering Letter to vacancies@uwt.org

Please ensure that you address how you satisfy each of the criteria in the person specification in your covering

letter.

For more information or discussion about the role please contact: 01204 661049