At a Glance
- Tasks: Lead a team to deliver exceptional customer service and achieve strategic goals.
- Company: Join the UK's largest woodland conservation charity, making a real difference.
- Benefits: Flexible working, generous leave, enhanced pension, and training opportunities.
- Other info: Diversity and inclusion are key; we encourage under-represented groups to apply.
- Why this job: Be part of a mission to protect and restore woodlands for future generations.
- Qualifications: Experience in managing call centres and strong leadership skills required.
The predicted salary is between 28350 - 34650 £ per year.
The Woodland Trust is looking for a Customer Service Manager to lead a team and deliver strategic and operational supporter service plans.
The Role
- Manage and deliver a successful call centre/back office operational process.
- Lead a successful team, supporting and training where required.
- Interpret the support services strategy and vision and apply to operational planning to achieve departmental and campaign KPIs.
- Monitor and embed best practice across the team.
- Review real time service performance and assign personnel to ensure financial goals, SLAs and quality metrics are achieved.
- Recommend and implement system and procedure developments and improvements.
This role will require attendance at our head office in Grantham, Lincolnshire for four out of five days per week.
- This is a permanent, full-time contract.
The Candidate
- Experience managing a successful call/service centre working at a senior leadership level.
- Strong communication skills with the ability to build successful stakeholder relationships.
- Experience shaping and implementing organisation strategy.
- Knowledge of Microsoft suite, telephony, reporting and fulfilment solutions.
- Experience in project management with the ability to coordinate multiple workstreams.
- Strong problem solving skills with the ability to prioritise tasks as needed.
- Knowledge of PCI: DSS, Gift Aid, Direct Debit, FRSB and data privacy.
Benefits and Wellbeing
Joining our team means you’ll be part of our fight for a greener, healthier planet for people and wildlife.
We take good care of our staff, offering support and training opportunities.
We also offer
- Enhanced Employer Pension
- Life Assurance
- Flexible and hybrid working options (7am - 7pm)
- Generous annual leave - 25 Days plus Bank Holidays (pro rata for part-time)
- Buy and sell holiday scheme
- Enhanced parental pay
- Employee assistance programme
To support inclusivity and remove barriers for candidates, we publish all salaries upfront and proudly follow the We Show the Salary pledge.
The salary listed is the set salary for this role, and we don’t ask applicants to state their current pay or expectations.
If you choose to apply, we’ll take that as confirmation that the advertised salary meets your expectations.
About Us
The Woodland Trust is the UK’s largest woodland conservation charity.
We want to see a world where woods and trees thrive for people and nature.
The Trust engages and inspires people to make a difference by protecting, restoring and creating woodland and getting more trees in the ground.
Our commitment to Diversity and Inclusion
To achieve our mission, we need to better reflect society and the communities we work in.
People of colour and disabled people are currently under-represented across the environment and conservation sector.
If you identify as a person of colour and/or disabled, we particularly encourage you to apply.
Acceptable Use - Artificial Intelligence (AI)
We understand that candidates may choose to use AI tools to support their job applications.
However, we ask that any information submitted reflects your own experience, skills and understanding.
During interviews, candidates are expected to respond independently without the use of AI tools.
Interviews will take place via Teams w/c 30th November.
For queries about this role, reasonable adjustments, or support with your application, please contact: recruitment@woodlandtrust. org. uk
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Customer Service Manager in Grantham employer: Woodland Trust
The Woodland Trust is an exceptional employer, dedicated to fostering a greener planet while prioritising the wellbeing of its staff. With flexible hybrid working options, generous annual leave, and a strong commitment to employee development, we create a supportive environment where team members can thrive. Our inclusive culture encourages diverse perspectives, making it a rewarding place for those passionate about conservation and community engagement in Grantham, Lincolnshire.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Grantham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Woodland Trust. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Woodland Trust before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Grantham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Woodland Trust:Your cover letter is your chance to shine! Tell us why you want to work at Woodland Trust specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Woodland Trust!
How to prepare for a job interview at Woodland Trust
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
