Customer Service Management Jobs

Job Description

Balance is looking for a creative, and values based professional to support leadership in its day opportunities services in Wandsworth.

Who you are

You are someone who shares and is able to mobilise the charities values of Independence, Empowerment, Partnership, Professionalism, Staff Recognition and Sustainability. If you have knowledge, application and commitment to these values we want to hear from you.

Who we are

At Balance we are committed to empowering those we support to build independence, fulfilled and self-confident lives.  We work hard to ensure our charitable values are central to the professional experience of those who work for us, with us and who benefit from our services. 

About this post

We have a 1 Year Contract for a Service Manger (Wandsworth Day Opps) - 36 Hours Per week with a potential extension peding.  You will be a creative and independent thinker, with excellent management skills, who is able to support and empower the staff and users of our services at our Wandsworth Day Centre to create a welcoming and supportive environment for adults living with learning disabilities. 

You are someone who:

• Shares our values of professionalism, recognition, independence, empowerment, partnership and sustainability.
• Actively support and promote the charity's objectives across its core boroughs and contractual partnerships.

Benefits of Working for us

The charity ensures the following benefits for all its operational staff:

• A baseline commitment to pay London living wage for all its front line staff.
• A commitment to training and professional development to support internal progression as part of our performance support.
• Inclusion in and contribution to the charity's pension scheme.
• Generous annual leave allowance of 25 days a year plus an additional day off for your birthday.
• Access to a range of discount schemes.
• Access to the charity's employee assistance programme.
• Access to travel card loan and bike to work scheme.

Critical Values in the delivery of this role

• To support the Head of Community Support Services with the general oversight, leadership and development of our Wandsworth Service offer.
• Managing the capacity and delivery or resources that underpin the independence, ability and knowledge of those using our services, their families and carers.
• Driving the business development, leadership and accountability for the Wandsworth operations and the multi-disciplinary team within it.
• To ensure compliance with our contractual obligations under the borough Framework, all legal responsibilities under the care act, mental capacity act and other relevant legislation pertaining to the care of vulnerable adults
• To uphold and model good practice and the charity’s values in all areas of social care with staff team, leading by example, setting standards, and providing supervision to staff, focusing on achieving high quality care for service-users.

Working Expectations

• The working day is usually between 9-4pm Monday to Friday and to be on call for the service when required.
• Flexibility on start time due to service needs.
• Attendance at training.  Additional Management training will be provided, including supervision, communication and eventually an NVQ Level 5 in Leadership and Management in adult social care.

Experience and Skills Required

• Ability to empower both our staff team and service users.
• Patience and understanding.
• Excellent IT and organisational skills and willingness to learn our electronic systems.

Head of Services

Job description and person specification

Salary: £42,060 to £47,432 (depending on skills/experience)

Hours: Full time (37 hrs per week)

Reporting to:     Chief Executive Officer

Direct reports:   Programme Lead, Wellbeing & Creative Arts; Counselling Services Lead; Children & Young People’s Lead

Location: Sevenoaks, although we operate flexible working in which staff can work from home for part of the week and some travel may be required on occasion.

About West Kent Mind

West Kent Mind enriches lives through better mental health by offering support to get well, stay well and thrive. We are an ambitious, award-winning organisation and an enthusiastic member of the Mind federation. We value collaboration, partnership, creativity and growth.

Job description

Purpose of the role

This is a senior leadership role within West Kent Mind. The Head of Services is responsible for overseeing and developing the charity's mental health services to ensure they meet the highest standards of quality, compliance, equity and effectiveness.

This role requires a proactive and forward-thinking leader who can manage service delivery, inspire teams, and foster relationships with stakeholders. Working closely with the CEO and colleagues within the Senior Management Team, the Head of Services will play a key part in shaping the organisation’s future.

Key Objectives include but are not limited to:

• Provide motivational leadership to foster a positive, accountable, and high-performing culture while collaborating with senior management on strategic goals.
• Design and deliver community-focused services aligned with organisational priorities, monitoring and evaluating their impact.
• Oversee innovative, evidence-based mental health services, ensuring continuous improvement through feedback and analysis.
• Involve service users in the design and evaluation of services, ensuring responsiveness to diverse needs.
• Ensure compliance with legal, regulatory, and quality standards while maintaining effective performance monitoring systems.
• Build strategic partnerships, drive innovation, promote best practices, and represent the charity externally.
• Manage budgets effectively to maximise income and embed equity, diversity, and inclusion across all activities.

Person specification

Who you are

• All previous experience may be paid or voluntary, full or part-time, in the UK or overseas.
• You have demonstrable experience in a senior role managing mental health or related services.
• You have strong management and leadership experience with the ability to inspire and motivate teams.
• You have a comprehensive knowledge of mental health issues, service delivery models and best practices.
• You will have had experience in designing, developing and implementing new services that are client-centered, impactful and aligned with strategic priorities. of service design and development and the implementation of new services.
• You are confident in using data and a CRM system (we use Beacon) to evidence organisational impact, monitor performance and report against strategic objectives. committed to evidencing West Kent Mind’s impact effectively and reporting against our strategic plan and are confident in using data and a CRM (Beacon) to do this.
• You have exceptional communication and relationship-building skills with experience working collaboratively with funders, commissioners, and internal and external stakeholders, including co-production and involvement with client.
• You have an in – depth understanding of compliance requirements in the health or charity sector, including GDPR and safeguarding of children and adults.
• You are committed to excellence in all that you do and embedding the principles of West Kent Mind and better mental health for all.
• You are driven by addressing inequalities with a strong commitment to equity and diversity.
• You have discretion and judgment when dealing with sensitive and/or confidential information and are flexible and adaptable.
• You are resilient with a proactive approach to safeguarding your personal wellbeing and that of your team.
• A professional qualification in mental health, social care, or a related field would be desirable but not essential (e.g. BACP, UKCP, HCPC, BPS).

What You Will Offer Us

• You can demonstrate that you have significant experience in a senior leadership role managing mental health related services, with a proven track record of success.
• Your strong leadership and management skills, and the ability to inspire, motivate, and develop high-performing teams.
• Your expertise in designing, developing, and delivering innovative, client-centred services that align with West Kent Mind’s strategic priorities and the needs of the community that we serve.
• You have comprehensive knowledge of mental health issues, service delivery models, compliance requirements, and best practices, including safeguarding and GDPR.
• You have exceptional communication and relationship-building skills, with experience collaborating with key stakeholders such as trustees, funders, and service users.
• Your understanding and confidence in using data and CRM systems (we use Beacon) to monitor performance, evidence impact, and report effectively on strategic objectives is key to this role.
• You have a strong commitment to equity, diversity, and inclusion, ensuring services address inequalities and are accessible to all.
• A proactive, resilient, and solution-focused approach, with discretion and adaptability when handling sensitive or complex challenges.

Key Responsibilities

• Provide supportive and inspirational leadership to service leads and teams, creating an environment where staff feel valued, motivated, and equipped to succeed.
• Promote a culture of accountability, learning, and excellence across service teams.
• Collaborate with the Senior Management Team to deliver organisational priorities and contribute to strategic planning.
• Design and plan a programme of services that meets local community needs, in line with the organisational strategic plan.
• Monitor, evaluate, and report on the impact and success outcomes of these services.
• Drive the development, planning, delivery, and evaluation of mental health services.
• Develop and implement innovative, client-centred service models and interventions tailored to the needs of the community.
• Contribute expertise in the tendering and rollout of new services to ensure they are robust and effective.
• Ensure all services are evidence-based, client-focused, and compliant with relevant regulations and quality standards.
• Promote continuous service improvement and growth through feedback, analysis, and collaboration.
• Engage clients and service users in the consultation, design, implementation, and evaluation of services.
• Deliver flexible, client-centred services that are responsive to and accommodate the needs, wishes, and aspirations of service users.
• Ensure all services comply with legal, regulatory, and contractual requirements, including safeguarding, health and safety, and GDPR.
• Maintain robust systems for monitoring and reporting service performance and impact, including overseeing client information on the CRM system and capturing relevant data.
• Advise and support the CEO on meeting regulatory requirements related to service delivery.
• Work closely with the Fundraising team to identify and develop opportunities to expand existing revenue streams for service delivery.
• Build strategic and sustainable partnerships across statutory, corporate, voluntary, and public sectors to maximise impact for beneficiaries.
• Play a key role in driving organisational innovation, supporting service leads to respond to needs, and ensuring best practices are captured, celebrated, and promoted.
• Represent the charity at external meetings, forums, and events to advocate for mental health and the charity's services.
• Contribute to the Mind federation, supporting its strategic direction and offering expertise where appropriate.
• Manage the services budget to maximise income and ensure good value for money.
• Support project leads and teams in managing individual budgets and reporting to funders.
• Embed equity, diversity, and inclusion best practices into all aspects of your work.

Adopting Our Fundraising Culture

At West Kent Mind, we foster a fundraising culture where staff, volunteers, and trustees advocate for and contribute to our fundraising ethos. We expect everyone to play a role in generating income, whether collaborating on funding for your work area, writing a thank-you note to a donor, or sharing a beneficiary’s testimonial to support a grant application. Securing income is vital, and we ask you to embrace this ethos with energy and passion—no expertise required.

Benefits

We’re a charity with a mission to make a positive impact. You’ll join a passionate, dedicated team with a big heart.

Holidays

You’ll receive 23 days’ holiday, rising annually by one day to 30 days, plus bank holidays. We also give an extra three days between Christmas and New Year. Holidays are pro-rata for part-timers.

Learning

We support professional development with coaching, training, and mentoring opportunities. All roles include free Mental Health First Aid training.

Pension

If eligible, you’ll be auto-enrolled in our pension scheme, with a 3% employer contribution.

Employee Assistance Programme

Our confidential Employee Assistance Programme offers 24/7 advice, counselling, and online tools to support your wellbeing.

Application Process

The job description and person specification are attached or on our website. For an informal discussion, contact us at jobs @ westkentmind. org. uk.

Submit your CV and a statement (max. 2 A4 sides) showing how you meet the person specification to jobs @ westkentmind. org. uk by Tuesday, 25 February 2025, 5pm. Please include the job title in the subject line. Due to application volumes, we may not acknowledge receipt—thank you for understanding.

Complete an Equality & Diversity monitoring form on our website (processed anonymously).

Interviews are scheduled for 10–11 March 2025, with shortlisted candidates notified by 28 February 2025.

Voluntary Services Officer

Do you have experience of building community engagement through volunteering? Would you like to work for an organisation that is rated outstanding for its patient care? If so, we would love to hear from you.

Hours: 37.5 hours per week (Monday to Friday 09:00-17:00)

What is the role?

Reporting to the Head of Volunteering, Learning and Inclusion, and working in support of our community engagement strategy, the Voluntary Services Officer will maximise the benefits for the organisation of having a volunteer workforce that is embedded in the community we serve.

The postholder will induct and train volunteers, and support them with on-brand messaging and communication. They will also ensure our operations are fully resourced, and support the development of excellent volunteer management practices among our team of managers.

Please note that this post does not directly manage volunteers.

About you:

You will have experience of recruiting, training and inspiring staff or volunteers, and an understanding of the differences in employment and volunteering. You will have good project management skills and excellent communication and influencing abilities in order to achieve results through others. Although this post does not have staff management responsibilities, you may have previous experience of successfully leading a team, and will be able to bring your experience to bear when influencing staff and volunteers alike. You will be able to deliver engaging, motivational training, and demonstrate a strong commitment to equity and inclusion, along with a keen understanding of the impact of excellent volunteering experiences on increased community support.

In return, you will be supported to develop and will be part of an excellent team within an organisation recognised as ‘outstanding’ by the CQC.

If this sounds like a role that you would be suited to, then we would love to hear from you.

We offer a great range of benefits, including:

· 27 days annual leave entitlement plus bank holidays (rising with length of service)

· Membership of the NHS pension scheme is available for existing members

· Generous contributory pension scheme for all other staff

· A commitment to supporting your professional development

· Employee Assistance Programme and Mental Health First Aiders

· Supportive induction, and training and development

· Free parking

Interviews will be held on Wednesday 5th February 2025

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Equality & Diversity

Prospect Hospice is committed to encouraging a diverse and inclusive working environment. We recognise that promoting diversity and eliminating discrimination in our workplace will bring benefits for our people, our business and the communities we serve. We therefore encourage applications from all sections of the community.

Safeguarding

We are committed to safeguarding and promoting the welfare of all those we support. As part of our SAFER recruitment process, offers of employment will be subject to thorough checks, which may include a Disclosure and Barring Service (DBS) check, satisfactory references, online and social media checks and verification of qualifications. We expect all staff to share this commitment and to adhere to our safeguarding policies and procedures at all times.

You must tell us about any unspent conviction, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975.

We will review applications as they come in and therefore we may close the vacancy before the closing date. Candidates are therefore advised to apply early.

We are looking for a solutions-focused enthusiastic Business Analyst to join our CRM Project Team. You will play a key role in bridging the gap between the CRM users and the project ensuring that the software developed meets requirements. You will have experience working within the charity/not-for-profit sector, as well as demonstratable experience as a busines analyst, or in a similar role. You will possess strong technical knowledge of project tools, such as process mapping software, and experience in creating effective training programmes and documents. Moreover, you will have excellent interpersonal skills to be able to develop relationships across the whole of the organisation.

The successful candidate will play a pivotal role in analysing business processes, gathering and eliciting requirements, identifying areas for improvement, and implementing CRM solutions that enhance overall operational efficiency and customer engagement.  

London’s Air Ambulance Charity continues to develop a supportive and enabling environment that gets the best out of our people. We promote a culture of progression and professional advancement offering a range of learning and development opportunities. In addition, we offer flexible working options, wellbeing packages and family friendly employment policies. 

The role is offered on a full-time 1-year fixed term contract basis. Although the post is based at our office in Mansell Street, London, E1 8AN, we offer a hybrid working arrangement. 

Role: Service Manager

Hours: Full Time

Salary: £37,000

Location: Buckinghamshire

Who we are

United Response is a leading national charity providing support to young people and adults with learning disabilities and mental health needs. We believe in championing the right of disabled people to live, work, socialise and participate in the community, free of discrimination and unnecessary boundaries.

Making it happen- your Role

We have a fantastic opportunity for an experienced Service Manager to come and join our Buckinghamshire supported living services, and further develop United Response’s reputation as an outstanding provider within the area.

Applications are welcomed from individuals who have experience working with clients who have autism and an in depth knowledge of both Positive Behaviour and Active Support.

You will maintain and enhance our high standards and build strong working relationships with our customers, regulators and other important stakeholders. This will include taking direct management responsibility for referrals, health and safety, compliance issues and financial control. You will also play an important strategic role in defining, developing and implementing our growth plans.

You will oversee two of our supported-living services and be responsible for mentoring and guiding a team whilst leading good practice and developing excellence in service. You will provide management support whilst supporting people to build community relationships.

To be a great Service Manager, you will need to hold a minimum NVQ level 5 in Social Care Management or equivalent with proven experience within social care at a management level, (Applications will also be considered from individuals working towards listed qualifications)

You must have a positive attitude towards issues of learning disability and mental health and a comprehensive understanding of these issues in practice. With the ability to act as lead practitioner and develop the teams skills via supervision and on the job coaching, you will have the aptitude to respond to the needs of a 24 hour service to include on call arrangements and a need to provide management cover when required and therefore a flexible approach is essential.

The benefits

• 20 days paid annual leave (plus 8 bank holidays, pro rata for part time), which increases after 3 and 5 years’ service
• Pension contribution
• Access to free occupational health, physiotherapy, counselling and advice services
• Travel to work scheme (season ticket loan)
• Access to an online shopping platform with discounts from over 3,500 retailers

The successful applicant will be subject to a full DBS check.

We reserve the right to close this vacancy early.

United Response is proud to be an equal opportunity workplace. We are committed to the Mindful Employer values and are a Disability Confident Leader, providing support to applicants with disabilities. We guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

Choices is seeking an individual to support the smooth running of all the organisation’s services and operations, as well was managing our office and general administration, while our Operations Manager is on maternity leave.

We are looking for a highly organised and creative candidate, bringing relevant experience to the role including experience with people, project and database management, to help make a real difference in the lives of mums and their partners who might be marginalised and vulnerable.

Please note that in order to safeguard Choices’ Christian culture and ethos and in keeping with the Equality Act 2010 (Schedule 9 Para 3) Choices’ Trustees have applied an occupational requirement to this role whereby the post holder will be committed to upholding and modelling Choices’ Christian ethos.

If you’re interested or have any questions, please read the job description and get in touch.

Final Deadline: Friday 14th February 2025 at 12pm

Interviews: 25th and 26th February 2025 in the afternoon either online or in person in Islington

Supporter Services Assistant

£25,000 FTE per annum, plus 8% employer pension contribution

Part time, please state what hours and days you are available

January – July contract

Hybrid Working – a mixture of office (Godalming) and home working

Do you have a passion for engaging with customers or supporters? Are you dedicated to delivering a high level of customer service? Do you thrive on attention to detail? 

As a leading campaigning and lobbying organisation, we actively combat the persecution of wild animals for 'sport' in the modern world. If that sounds like a cause you believe in, we want you to join our dynamic team at the League Against Cruel Sports.

This is more than just a job—it’s an opportunity to be part of a movement that drives meaningful change for wildlife in need. If you're ready to contribute your skills to a cause you care about, apply today!

What You’ll Do:

As our Supporter Services Assistant, you will play a pivotal role in developing the credible, compassionate image the League gives to supporters as well as delivering excellent customer service. Your responsibilities include:

• Responding to all supporter enquiries
• Providing inbound and outbound telephone services
• Keying in supporter details and actions onto our database
• Creating direct debits, taking credit card donations and processing supporter payments;
• Dealing with inbound and outbound post

Who You Are:

We need a forward-thinking and creative individual with a passion for animal welfare, who possesses:

• Experience in a customer or supporter services role
• Proven experience of working with Excel
• Excellent written and verbal communications skills

Why Join Us:  

We understand the importance of a healthy work-life balance, with 28 days of annual leave (pro-rata), in addition to public holidays, we also enjoy flexible working arrangements, including options for compressed hours and remote work from day one. We offer a generous employer contribution of eight percent towards your pension scheme so you only have to contribute if you want to, and additionally, our benefits package includes discounts on shopping, electronics, hospitality and leisure. Find out more about working at the League.

The League Against Cruel Sports is committed to inclusivity and diversity, and we welcome candidates from all backgrounds to apply.

We believe that together we can end animal cruelty in the name of sport. Join us in our purposeful mission to redefine what is acceptable and inspire positive change in animal welfare legislation. 

Ready to make a real difference? Don't wait - apply now! We're looking to fill this position quickly and will be reviewing applications on a rolling basis.

To apply, please submit your CV along with a covering letter stating what days and hours you are available.

Together, we can redefine what is acceptable and create a better world for animals.  

Do you enjoy providing great customer service? Are you a strong administrator with excellent attention to detail and organisational skills? Do you enjoy communicating over the phone?

TPP are recruiting an Inspections Administrator on behalf of our client, an established membership organisation.

The Role:

As the Inspection Administrator, you will be the first point of contact for members, ensuring inspections are scheduled efficiently and queries are handled with care. You will work closely with the inspection team and provide administrative support to maintain high service standards.

Main responsibilities:

• Contact members via telephone to book inspections.
• Manage the inspections shared mailbox and handle member queries with professionalism.
• Keep the CRM system updated with accurate records of calls, emails, and activities.
• Maintain and update inspection schedules using Microsoft Outlook and Safety Culture tools.
• Collaborate with inspectors and external contractors to maximise efficiency.
• Promote awareness and range of services to members.
• Ensure data protection compliance in line with GDPR.

Essential requirements:

• Customer service experience.
• Experience handling high volumes of outbound calls.
• Strong knowledge of Microsoft Excel, Word, Outlook, and Teams.
• Familiarity with CRM systems.
• Excellent communication skills with a professional telephone manner.
• Strong organisational and time management skills, with the ability to prioritise tasks.
• A team player with a proactive, self-motivated attitude.

If this sounds like the role for you, then we would love to hear back. We are reviewing CVs as and when we are receiving them so, if you are keen to apply, then please do so today!

TPP are always keen to speak with candidates looking to work in the sector so if this role isn't quite right for you, please do check out our website and pop your CV over to us!

We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.

We have further opportunities here at Age UK to join our National Advice Line as a Customer Adviser.

We are still in a cost-of-living crisis and the proposed changes to the winter fuel payment criteria mean that many older people in the UK are in desperate need of advice and support. As a Customer Adviser, you will be playing an important role in this vital service; providing information and advice for older people in need, and signposting them, their families, carers and other professionals to relevant bodies that can help with their specific requirements.

Our team of Customer Advisers are dedicated to providing a high-quality service to those in later life and are passionate about ensuring all callers receive the guidance and support they need. The team handles thousands of calls, emails and webchats each year. Some of these enquiries can be emotionally tough, but there is no better feeling than knowing that you have helped someone.

If you are passionate about helping others while providing an excellent customer service, this may be the role for you.

This role offers hybrid working between home and our Ashburton office, situated on the edge of the beautiful Dartmoor National Park (a robust home broadband connection is essential). The team work from the office at least one day a week, although this can be more if you prefer. You will need to live within an easily commutable distance of the office either by car or public transport, we suggest up to an hour's commute. During the probation and training period you will be required to come into the office at least 2 days a week.

Please note that this service is operational every day of the year and the successful applicant will be required to work on some weekends and bank holidays. Currently this is circa 1 in 4/5 weekends.

Must haves:

* Previous Customer Service experience
* Good understanding and practical experience of using Microsoft Office applications including Excel, Word, Teams and Sharepoint
* Previous experience of using multiple IT systems including CRM and other applications at the same time.
* Accurate data entry skills.
* Excellent listening, oral and written communication skills.
* Numeracy skills.
* Confident, professional, outgoing telephone manner.
* Flexible attitude to hours of work.
* Ability to work as part of a team.

Great to haves:
* Customer Service Qualification (Desirable)
* ECDL (European Computer Driving Licence) or equivalent qualification (Desirable)

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Excellent pension scheme, life assurance, health cashback plan and EAP
• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards - recognition awards from £100-250.

Additional Information

All CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Please note that our system is unable to anonymise cover letters, and we would therefore ask that to support the work we are doing on making our recruitment selection process fairer and more unbiased, that you remove any personal information from your cover letter/supporting statement, including your name before uploading this. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

To apply for this role please use the following link: Director of Corporate Services - Refuge - Applied

Please note we will not accept applications if they have not been completed using the above link.

We are recruiting for a Director of Corporate Services to join our Senior Leadership team here at Refuge.

Job Title: Director of Corporate Services

Location: Flexible/Hybrid with the ability to attend the London Office (Vauxhall) at least once a week
Salary: £88,000 per annum (Inclusive of £3,000 London Weighting, which may not be applicable depending on your home location and any agreed permanent homeworking arrangement)
Contract type: Full Time, Permanent

Hours: 37.5 hours per week 

Refuge isthe largest domestic abuse organisation in the UK. On any given day our services support thousands of women and their children, helping them to overcome the physical, emotional, financial and logistical impacts of abuse and rebuild their lives.

Do you have significant experience leading corporate service functions and overseeing the management of physical and financial resources to ensure efficiency, effectiveness and quality of service? If so, this is an exciting opportunity to join oursenior leadership team, acting as trusted advisor to the CEO and Board on the formation, development and application of policy and strategic decisions.

To be successful in this role, you will be a qualified accountant with experience of managing multiple income streams including housing, voluntary, contract and trading income. You will have a comprehensive understanding of objective centric risk management, alongside the ability to lead strategic projects.

You will be rewarded not only through a competitive pay and reward package, but through the ability to grow and develop alongside hundreds of inspiring colleagues at all levels across Refuge dedicated to the important work that we do. 

Closing Date: 9.00 am Monday 27 January 2025

First Round Interview Date: Wednesday 12 February 2025, remotely

Second Round Interview Date: Week commencing 17 February 2025, in person

To apply for this role please use the following link: Director of Corporate Services - Refuge - Applied

Please note we will not accept applications if they have not been completed using the above link.

Applications must be completed and submitted by 9.00am on Monday 27 January 2025

Refuge is the UK’s largest provider of specialist services, and we are proud to be a leader in our field and an employer of choice, with leading edge systems for supervision, quality management and development.  For more information on our work, please visit 

Refuge offers a variety of exciting opportunities to learn, develop and grow in your career. We recognise the value everyone brings to the organisation to achieve our aims and are dedicated to developing and rewarding our staff. More details of our benefits can be found in Job Information Pack.

About the Diocese

The Catholic Diocese of Portsmouth comprises 88 parishes, including the Channel Islands, Rooted in the teachings of the Roman Catholic Faith, our mission is to bring people closer to Jesus Christ through His Church and to highlight the inspiring work of our parish communities in sharing the Gospel and building God’s Kingdom. We have recently launched our Ten-Year Mission Plan You Will be My Witnesses which will shape the diocese over the next decade. 

Role Purpose

The post-holder is responsible for management and delivery of a multi-source (in-house and remote) IT service and support service, with a customer-centric support approach across multiple locations in the Diocese. Maintaining optimum standards of service availability, user satisfaction and network performance and adhering to the following key principles:

• Putting internal client's needs first
• Designing for simplicity and efficiency
• Working in an agile way
• Communicating in a way that is accessible and engaging for non-specialists

Main accountabilities

1. Manage the delivery of IT service, including telephony and digital applications, to a wide range of internal clients, ensuring that they meet the agreed service level agreements and operational expectations.
2. Identify service delivery issues, communicating details of any service disruption and resolving issues promptly to safeguard business continuity.
3. Ensure that the IT Technician is adequately trained and resourced. Ensure that work is allocated appropriately and that service level agreements are consistently met.
4. Manage digital procurement within agreed departmental budget.
5. Manage the relationship with third party remote access IT support service.
6. Prepare regular IT Support Service performance reports to gauge network user satisfaction, support response times and network vulnerability.
7. Provide in-person IT and AV support to parishes and for presentations and meetings.
8. Ensure that all network users adhere to organisational policies and controls for IT Project Management, Change Control , Incident Response, Data Protection, Cyber Security and Disaster Recovery.
9. Optimise usage of the full Microsoft 365 suite of applications by delivering training opportunities for network users.
10. Mitigate the effects of any critical incident and work with senior colleagues in the implementation of a Disaster Recovery Plan.

Person specification to perform role: skills, competencies, expertise, knowledge, experience.

Essential

• Degree in relevant subject (or equivalent)
• First class organisational skills including the ability to prioritise work, balance conflicting priorities, monitor progress and exercise judgement.
• In-depth professional knowledge of digital platforms, emerging technology and AI, risk management, assurance and compliance.
• Ability to make judgements on multi-stranded or complex digital problems and act promptly to resolve them..
• Advanced proficiency in use of the Office 365 Admin Centre, Azure, Intune Management, SharePoint Management, Anti-Virus Management, Switch Management, Network Management and Printer Management.
• Knowledge/skills in Microsoft Dynamics CRM or equivalent.
• Advanced Microsoft Office user including Word, Excel, Powerpoint, Access and Teams.
• Demonstrable experience of IT Service Management, Project Management, Financial Management and Line Management.
• Understanding of Data Protection legislation.
• Understanding of Cyber Security threats and impacts with knowledge of preventative measures to mitigate and reduce likelihood of cyber-attack.
• Experience with Windows 10, 11, Server OS, Mac OS, IOS, Android OS.
• High level of experience in IT hardware/software installs, repairs and maintenance.
• Excellent interpersonal skills and the confidence to deal with people at every level.
• Proven track record of supplier management and negotiating skills.
• Able to effectively manage a high volume workload.
• Ability to work effectively as part of a senior leadership team.
• Excellent problem solving skills.
• Able to work on own initiative, organising and prioritising own workload to set deadlines.
• An ability to maintain high degree of confidentiality and trust.
• Excellent time keeping.
• Positive and flexible approach to work.
• Full UK driving licence.

Desirable

• Knowledge of the values and teaching of the Roman Catholic Church.

Want to find out more?

Please refer to the attached Applicant Briefing Pack - IT Service Delivery Lead for more information and contact details for Alasdair Akass, Head of Communications and Fundraising, if you would like to have an informal discussion regarding this role. 

Customer and Neighbourhood Housing Officer

High Wycombe / hybrid working (2 days in the office & 3 days working from home)

£36,815 + Excellent Benefits

Are you passionate about making a difference in your community? Our client is excited to announce a Recruitment Day for Customer and Neighbourhood Housing Officer roles. This is your chance to meet the team, learn more about the roles, and explore how you can make a real impact in the West and Central regions, with patches covering Bedfordshire, Berkshire, Buckinghamshire, and Hertfordshire.

Why Join Them?

• Be part of a team that genuinely cares about communities.
• Enjoy a competitive salary and excellent benefits.
• Thrive in a supportive, hybrid working environment.

Flexible Opportunities:

They have a mixture of 20-hour, 30-hour, and 37-hour contracts available, covering the following areas:

• Luton
• Slough
• Buckinghamshire
• Stevenage / North Hertfordshire

What They’re Looking For:

• A passion for customer service and community engagement.
• Strong problem-solving and organisational skills.
• A commitment to providing exceptional housing services.
• Strong housing management knowledge and case management experience with a track record of successful delivery in a regulated environment.

What to Expect on the Day:

• Learn more about the role and our organisation.
• Partake in a mixture of practical tasks.
• Meet the hiring team and ask any questions you may have.
• End the day with a face-to-face interview.

Our client has a mixture of permanent and FTCs to hire as part of this recruitment day. While some roles offered may be FTCs, many of their talented colleagues started in temporary or interim positions and have gone on to build successful careers with them. However, if something longer-term doesn’t materialise, this role will still provide you with valuable experience that will enhance your employability in this and related fields.

Don’t miss this opportunity to make a real difference!

Anna Freud is a world-leading mental health charity for children, young people and their families. Our mission is to close the gap in wellbeing and mental health by advancing, translating, delivering, and sharing the best science and practice with everyone who impacts the lives of children, young people and their families. More information about Anna Freud is available on our website.

We value diversity and aim to have diverse workforce that reflects the community and our service users, in line with our vision, values and inclusion commitments. We encourage applications from all sections of the community.

The CRM Marketing Officer is a new role within Anna Freud, supported by significant investment in the CRM systems and marketing resource. The post-holder will contribute to and build the organisation’s CRM strategy and marketing capabilities, laying the foundations for increased engagement with our audiences. They will also manage day-to-day CRM marketing activity, having autonomy to drive CRM campaigns, testing and customer-centric lifecycle communications.

The role will report into the CRM Marketing Manager and will be part of the wider Brand and Marketing team. The ideal candidate will demonstrate initiative, proactivity and curiosity to successfully deliver CRM marketing plans. They will collaborate with colleagues to increase the value of our database and advance this important area of work.

Location

Hybrid working (a mixture of onsite and home/remote working). Staff are working onsite for at least 20% of their working hours, either at our London site (4-8 Rodney Street, London N1 9JH) or our Northern Hub (Huckletree, The Express Building, 9 Great Ancoats Street, Manchester M4 5AD).

Contract duration

Permanent

Closing date for applications

Midday (12pm), Wednesday 29 January 2025.

Please note that due to high application volumes, we may close this advert early. We encourage you to apply promptly and to keep an eye on our future vacancies for more opportunities.

Notification of interview

Shortlisted applicants will be notified no later than Wednesday 5 February 2025. During shortlisting, applicants are anonymously assessed using the criteria visible in the Job Profile. Please note: due to the high volume of applications received, we will not be able to provide feedback to unsuccessful applicants.

Interviews

Interviews will be held between Wednesday 12 February 2025.

How to apply

Please click on the 'Apply now’ button. We are unable to accept CVs and kindly request no contact from agencies.

As the UK’s leading dementia research charity, we’re determined to stop this from becoming a reality. We’re working to revolutionise the way we treat, diagnose and prevent dementia. But we will not stop there. With your support, we will keep going until every person is free from the heartbreak of dementia. We exist for a cure.

The IT Service Desk Manager will play a pivotal role in supporting the IT strategy and operational plans which supports the charity’s vision, mission and objectives. 

This role will be responsible for ensuring that all IT Support services are successfully delivered across the charity by fulfilling line management responsibilities for all IT support team members, implementation and development of service level agreements (SLA) and Key Performance Indicators (KPI’s), implementation of service desk best practices, documentation of support processes, working with Head of IT on the creation and management of policies, monitoring of IT Policy adherence, creation of user facing communications and documentation, root cause analysis, trend analysis, creation and presentation of IT metrics, creation and ownership of a service catalogue, ownership of ticket management and associated processes, ensuring adequate onsite IT presence in our Cambridge office.

Main duties and responsibilities of the role:

Ticket management and ownership

· Creation and implementation of SLA’s

· Responsibility of all tickets ensuring they are actioned in a timely manner in line with SLA’s

· Ensure ticket progress and closures notes are well documented with troubleshooting and full resolution details

· Conduct route cause analysis

· Conduct major incident reviews

· Feedback to team on ticket trends and common issues occurring

· Reporting of any potential security threats

· Line management of IT support team members (1st and 2nd line support Analysts)

Policy Management

· Creation and adaptions of IT policies subject to Head of IT sign off

· Monitoring and championing of IT policy adherence

Documentation

· Creation and management of IT support process documentation

· Creation of user facing guides, instructions and media to aid service delivery and user education

· Creation and management of a service catalogue

Metrics

· Creation and sharing of regular IT support metrics with IT management.

· Creation, definition and implementation Key Performance Indicators for IT Support team

General

· Implementation of ITSM best practices and framework e.g. ITIL

· Input into budget planning with Head of IT

· Collaboration with System and Security Manager to feed into continuous service improvement

· Communication of regular updates regarding key IT Support issues with IT Management

· To undertake any other relevant duties and projects delegated by the Head of IT, in line with the responsibilities of the post.

What we are looking for:

· Relevant formal qualifications or relevant experience

· Experience of managing an IT Support Team

· Creating technical documentation to support the organisation

· Creating user facing documentation

· ITSM best practices

· Knowledge of IT support principles and best practice

· Experience with Active Directory

· Managing and administering IT ticketing systems such as Jira

· Experience in the creation and presentation of metrics

· Exemplary leadership skills with both practical and short/long term strategic vision; ability to build relationships and inspire confidence and respect at all levels; strong team player

· Excellent communicator – able to build rapport and demonstrate strong influencing, negotiation skills and decision-making skills; excellent listening skills - receptive to feedback and demonstrates flexibility, curiosity and an ability to learn

· Ability to explain complex IT information to all stakeholders

· Demonstrates and encourages ownership and responsibility; drive/motivation - has a “can-do” attitude and is committed to delivering results and strives for continuous improvement

· A good blend of strategic and analytical thinking; innovative personality; able to see the bigger picture and set future direction

· Strong ethical standards and a high level of personal integrity

Additional Information:

Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals.  This includes when attending the office for various meetings/events.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD. 

Salary: Circa £42,000 per annum, plus benefits

Please download the Vacancy Pack on our website for more information.

The closing date for applications is the 26th January 2025, with interviews likely to be held week commencing the 3rd February 2025. Please indicate in your covering letter if you are unable to attend an interview on a certain date. We would encourage you to submit your application at the earliest opportunity, as on occasion we may have to bring forward the interview date and/or the closing date based on the needs of the business. Although a possibility, this will only happen in exceptional circumstances. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential.  We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.  Any offer of employment is however subject to you having the right to work in the UK.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in our selection process, we will handle your CV and application with the utmost confidentiality. While we strive to anonymise your CV where possible, there are certain sections, such as the application question, that cannot be fully anonymised. We kindly ask that you remove any personal information, including your name, when answering the application question. The hiring panel will not have access to your personal details, such as your name and address, until you are invited for an interview. Should you require any adjustments at either the application or interview stage, please contact us via our website.

How to apply: Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.

About Alzheimer’s Research UK: Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure.  Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope. 

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure. 

In 2024, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises ‘World Class’ levels of workplace engagement. This is the second consecutive time; we have been awarded a Best Companies 3-star accreditation.

We were also listed in the prestigious Best Companies lists:

· 18th in the 100 Best Large Companies to Work For in the UK.

· 10th in the 50 Best Companies to Work For in the East of England.

· 2nd in the 30 Best Companies to Work For in the Charity Sector.

In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.

In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.

In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge. 

ARUK really does look after its people, where you will be able to add value and make a difference. 

To view further details about working for us and the benefits we offer, please visit Alzheimer’s Research UK