Customer Service Advisor

We’re looking for people to help deliver the organisations aspirational plans. We want energised people to join the omni-channel Customer Service and Telecare Centre, to work with customers and suppliers across the UK.

Position: Customer Service Advisor

Location: Liverpool

Hours: 35 hours 

Salary: £22,134 (10% increase after 12 months depending on performance)

Contract: Permanent

Closing Date: 28 January 2022

Transforming customer’s lives.

As award winners, the organisation is proud of the Customer Service Centre in Speke, Liverpool but are always looking for ways to be even better. So, what is next? Well, to build on this success the association are embarking on an exciting period, broadening the ways to interact with customers – sounds great, right?

We’re looking for people to help deliver these aspirational plans. We want energised people to join the omni-channel Customer Service and Telecare Centre, to work with customers and suppliers across the UK.

As one of the UK’s largest providers of high-quality housing and supported housing services and products - you’ll be part of a passionate organisation that makes a difference to thousands of people every single day!

About the role

There are currently exciting opportunities for Customer Service Advisors who will be responsible for providing and continuously improving services across telephone and digital channels, including the life critical Helpline service.

You’ll be delivering an enhanced customer experience through creating a positive customer orientated environment and help delivering on promises to customers.

You will play a key role in working with other internal and external services in delivering an integrated approach, along with supporting the implementation of the digital and online strategy to help in providing a greater value of money for customer and for the organisation.

Working hours

In order to meet the needs of customers, you need to be flexible. This means you’ll work shifts from 07.00 -10:00am dependant on the weekly hours and rotation:

As you have to be flexible for the organisation, in return you will be given the time you need to spend time doing the things that matter to you by offering 28 days leave (pro rata for part time roles) and 4 half days to use for those special life events, such as going to see your child’s school play, an afternoon out and so on!

About you

You will have an extensive knowledge and experience in customer services and contact centre functions along with multi-channel work streams and a willingness to deliver excellence. With extensive problem-solving skills in a customer orientated business, you will also have the ability to take positive action to ensure you meet exacting customer standards.

Preferably you’ll also have a housing and/or telecare experience, although these aren’t essential, as you won’t get dropped in the deep end, you will have help to you understand how things work and everyone can’t wait to welcome you to the team.

You may also have experience in areas such Customer Service Executive, Customer Service Advisor, Customer Service Assistant, Customer Service Operator, Customer Service Call Centre, Helpline Advisor, Call Centre Operative, Call Centre Worker, Contact Centre Advisor, Customer Service Contact Centre Advisor, Housing Officer, Housing Advisor, Housing Advice, Social Housing Advisor, Housing and Benefits Advisor, Customer Service, Contact Centre, Call Centre, Benefits and Housing Advice, Telecare Centre Advisor.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.

Age UK's vital Retail Division raises vital funds to help maintain our services and support for older people who need us most.

We are now recruiting for an exciting new position within our Retail Support Team based in Warrington. This new E-Commerce Manager opportunity will manage all on-line activity within the retail division of Age UK, ensuring the charity achieves a market share of the charity on-line business across multi-channel platforms.

If you have the skills and drive to manage an E-Commerce business that delivers above expectation and ensures that Age UK are represented on all worldwide/national/local on-line platforms, we are keen to hear from you.

You will have

* Experience planning, developing and managing digital marketing strategies.
* Excellent understanding of web design and web analysis.
* A strong marketing background.
* Understanding and experience of website management and web analytical data.
* Experience in adobe photoshop, Indesign and google analytics.
* Knowledge of digital marketing channels such as PPC, SEO, Social Media marketing channels.
* Knowledge of attribution modelling, website speed optimisation, A/B testing, conversion management, sales journey optimisation, traffic analysis and reporting tools.
* Business planning and strategy implementation.
* Implementation of new product development into retail channels.
* A full understanding of customer profiles, data management, customer recruitment and retention, and analytical skills
* Experience of managing a team.
* Current working knowledge of all major retailing environments within UK
* Competence in interpreting financial statistics and complex data.
* Proficiency in the use of Microsoft based IT programmes including, Word, Excel, and Outlook or similar
* Competent presentations skills to provide presentations to audiences of various sizes

What we offer in return

* Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme.
* Excellent pension scheme, life assurance, Simply 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
* Discount on Gym Membership and Go Sweat Fitness & Wellbeing Benefit.
* You Did It Awards - recognition awards from £100-250.

Additional Information

For a full list of benefits please click here https://www.ageuk.org.uk/about-us/jobs/employee-benefits/

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. We welcome requests for flexible working.

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.

The Director of Literature ensures that great literature and Shared Reading remain at the heart of The Reader, utterly central to its mission. In this role, you will lead the development of the entire literature programme – setting the tone and tenor of how we read and what we read, and ensuring that the reading of literature feeds the organisational ethos. You will manage 3 Heads of Department within the Directorate across three teams;

• Publications – providing staff and volunteers with curated literature for use in Shared Reading as well as championing the work of The Reader to the general public primarily via The Reader magazine and The Reader podcast.
• Programmes – devising and delivering The Reader’s public events programme at Calderstones and elsewhere including online, weekly community activities and one-off events
• Teaching and Learning – designing and delivering The Reader’s teaching and learning programmes, developing and nourishing Shared Reading practice across our international network of practitioners. Working directly with the Volunteer Support Team to ensure effective quality assurance for volunteer-led Shared Reading and providing our volunteers with inspirational resources and learning opportunities.

You’ll be responsible for:

• Inspiring the entire organisation – Shared Reading participants, volunteers, visitors to The Reader at Calderstones, staff members, the Trustee Board - in its reading life.
• The annual programming theme and Reader Bookshelf of recommended reads, which inspire our events and reading experiences each year.
• The programming of literary events both online and at Calderstones, including Gravity Festival and The Penny Readings.
• The Reader magazine and podcast, and our wider publishing programme.
• The curated reading resources on our Online Community Hub, used by our national network of volunteers and staff.
• The oversight and development of The Reader’s quality assurance system, ensuring we maintain high quality delivery of Shared Reading.
• Ensuring great teaching of Shared Reading is delivered and further developed.
• Retaining and building standards of diversity and range of literature, including writing from earlier times and challenging texts.
• Being a leader in the ongoing work development of The Reader’s Equity, Diversity and Inclusion strategy, paying particular attention to the role of the Shared Reading and the literature we read in creating more humane, warm, and diverse society. 
• You’ll be responsible for leading the development of a new organisational structure which will ensure that the voices of our Reader Leaders and group members are given expression and are heard in our organisational development activities.
• General Director-level work, as a member of Directors’ Group which is collectively responsible for the work of the organisation as a whole, building the organisation’s strategy and plans, and reporting to the Board of Trustees.

Key Responsibilities

Knowledge and skills

• Great vision for literature in the world
• Wide and deep range of reading experience
• Excellent writing skills
• Exceptional communicator
• Good at working alone and in teams
• Good with people, strong management skills

Literature and reading

• We are looking for a reader who has a strong vision for the place of literature in the world, who understands the emotional power of Shared Reading, at both individual and group level, and the potential of the literary experience as an agent for change. You’ll be able to describe the kind of change that literature can bring about.
• You’ll have a wide, deep and, above all, personal literary experience and be able to draw on your own inner anthology of great texts that feed your soul. You’ll be able to speak about your own reading life in compelling terms.
• You’ll be a reader who is also an explorer, willing to look beyond your current experience, but with a clear sense of what it is you are seeking for in literature when you go looking.
• You’ll understand the levels/range of literary expertise within The Reader movement and ensure the organisation continually encourages development of practice, as well as finding ways to harness and promote the expertise of exceptional practitioners.
• You will be committed to the enlargement of our reading range – we want more diverse and challenging texts, from all times and from many cultures. But above all we seek a commitment to the curation of texts which speak to our inner and emotional lives.

Leadership and people management

• We’re looking for a dedicated reader who is also an inspiring leader. This is, above all, about ensuring that the golden thread of literature is woven through all our organisational thinking, practice and making. You will ensure that Shared Reading is undertaken and embedded at all levels of the organisation, and that our organisational thinking about literature remains lively and flexible.
• You will have responsibility for ensuring the Literature Directorate meets its operational, financial and strategic objectives.
• You’ll be able to provide responsible, supportive leadership for the Heads of Teaching and Learning, Programmes and Publishing, as well as providing leadership and a sense of collective purpose to the Directorate as a whole. 

Communication

• You will be able to write well, with nuance and complexity, about The Reader’s work and more widely about the literary experience.
• You will be able to speak authoritatively in public and in the media about The Reader’s work, able to tell the stories we want to tell so that the world understands what literature can do.
• You will be able to develop business planning documents and compile information for Directors’ Group, the board, funders or other external agencies and stakeholders

Liaison and networking

• We’re looking for someone who has, or can develop, a network of contacts with writers, thinkers, and publicly-recognised readers in order to build The Reader’s brand and influence e.g. via podcast, magazine
• You will be a good team member, used to collaboration and able to build strong, flexible and respectful working relationships internally.
• You will be a leader who tells our Reader stories, building belief in what we have to offer, and able to make good and trusting relationships on the basis of your direct experience of our work.

Planning and organising

• You will be responsible to leading the development of an organisational structure to encourage the participation of Volunteer Reader Leaders (and eventually group members) in organisational thinking.
• You will be responsible for the development of the Literature Directorate plan, working collaboratively with other Directors to ensure that all plans help build the overarching organisational plan.
• You will offer leadership and support the Heads of Department within your team in relation to operational planning and the implementation of projects, and take responsibility for the realization of the Directorate’s plans.
• You will oversee the Literature Directorate budget (c £650,000) and be responsible for the high-level prioritizing of time and resources.

Initiative and problem solving

• We are seeking a deeply creative person, able to lead the directorate and wider organisation in creative literary thinking, taking literary practice to the needs and demands of real-life work, such as the development of our anti-racism position and our involvement with all kinds of people who may feel literature is not for them.
• You will identify key literary/reading/philosophical problems which arise in the course of our work and be a key thinker, giving voice to the complexity of problems and taking part in the discovery of solutions.
• You will be dealing routinely with issues which may not have an apparently immediate solution, and you’ll be able to hold complex problems in mind, able to use literature, first and foremost, as your mode of nuanced thinking.

Decision making and freedom to act

• You will be responsible for organisation-shaping decisions which will affect thousands of people involved in The Reader movement, as well as the organisation’s legacy for the future. 

Person Specification

Essential Criteria

• Powerful vision for literature in the world
• Inspiring leader – able to demonstrate your experience of inspiring others to read, or think and become fellow travelers with you in some way
• Wide and deep range of reading experience
• A highly motivated serious reader, with a profound grasp of the reality (impact and potential) of Shared Reading, and the ability to inspire belief in The Reader’s mission
• A literary thinker first and foremost – able to demonstrate that ‘literariness’ is a specific way of understanding the world
• Generously open-minded, unconstrained by ideologies but able to understand and translate, where appropriate, their relation to The Reader’s core purpose.
• Creative, able to lead the development of new literary products and services
• Demonstrably comprehensive understanding or experience of least one area within the literature-directorate: publishing/programming/teaching/comms
• Able to build networks of literary connection, e.g. publishers, writers, booksellers and to develop literary supporters
• Understands and aims to embody and represent The Reader’s Values
• Excellent writing skills – demonstrated by written submission
• Exceptional Communicator
• Good at working alone and in teams
• Good people manager

Desirable Criteria

• Experience of working in a senior managerial or leadership role
• Experience of building a creative product from scratch
• Transferable skills that you think would help you do this role well

In order to complete the application process you must submit an application form and written submission. Please visit THe Reader's website to view a full job description and application process.

NYAS is the leading provider of advocacy and associated service across the UK. NYAS shares the opinion that every child or young person experiencing care should have the same chance to live happy, healthy and rewarding lives as their peers.

We are seeking an experienced, enthusiastic and results-driven Fundraising Officer.  You will have an appreciation of the work of NYAS and the challenges faced by care experienced children and young people who NYAS support with a view to helping us change young lives. We have ambitious plans in England and Wales to secure our enormously effective existing projects and to develop new projects to help more young people.

About you

You will have experience in a similar role and share our passion to help more young care experienced people.  You will have great relationship building skills with the ability to get the best out of our existing supporters and to achieve new supporters for NYAS.

If you are looking for a rewarding role with an organisation that makes a difference to young people’s lives, we want to hear from you.

In return for joining NYAS you will receive the following benefits:

• 26 days, increasing to 30 days annual leave plus bank holidays
• Occupational sick pay (subject to completion of qualifying period)
• Enhanced pay for family friendly leave
• Free parking at some of our offices
• Employee assistance programme
• Group stakeholder pension scheme
• Access to BHSF health cash plan
• Cycle to work scheme
• Support and supervision from your line manager
• Learning & Development opportunities

NYAS operates robust safe procedures to ensure the protection of the children, young people and adults at risk we work with. To comply with NYAS’s Safeguarding and Child Protection Policy candidates will be subject to an enhanced DBS check, references and a Digital Risk Assessment.

We are an equal opportunities employer and we are committed to creating an inclusive environment which means NYAS welcomes applications from all individuals regardless of age, disability, gender identity, sexual orientation, ethnic origin, nationality, religion or belief or any other protected characteristic.

We reserve the right to close this vacancy early if we receive a high number of applications.

Head of Fundraising

We have a new, exciting and unique opportunity for a Head of Fundraising as part of a new organisational structure and development of Warrington Youth Zone.

Position: Head of Fundraising

Location: Warrington

Salary: Up to £55,000 per annum

Hours: 40 hours per week (we operate a flexible working policy)

Closing date: 9am, 31st January 2022

Interviews: Video interviews, 3rd February 2022, Second stage, In person interviews 8th Feb 2022

About the charity:

Warrington Youth Zone is a state-of-the-art £7.05m facility currently under construction in Warrington and is due to open in Spring 2022. Attracting young people from across the borough and beyond through its fantastic facilities. The Youth Zone is a registered charity offering young people somewhere to go, something to do and someone to talk to, whilst raising their aspirations.

The Role:

As Head of Fundraising, you will be tasked with generated income through philanthropic giving whilst diversifying, consolidating and growing the charity’s fundraising income, working closely with the CEO and leading the fundraising team.

Your core responsibilities will include:

• Income generation
• develop, deliver and monitor an ambitious three year fundraising strategy
• Marketing and communications

About you:

As Head of Fundraising you may be currently acting as Head of Fundraising / Senior Account Manager or up and coming fundraiser looking for your next career move.

Key skills and experience for this role include:

• Experience of corporate and major donor fundraising, partnership work and relationship management, with a flair and passion for major donor fundraising. 
• A track record of securing significant funds through a wide variety of income streams and meeting challenging financial targets. 
• The ability to draw on your strong negotiation skills, a head for strategy, and a confident approach to your work.
• Comfortable leading a team and consider yourself an excellent communicator with strong interpersonal skills. 
• Most importantly, you will be a resilient, determined and passionate individual – with the ability to articulate the vision of the Youth Zone, generate interest from the local business community and build lasting and fruitful relationships with patrons and funders

This is a fantastic opportunity to be part of the Senior Management Team at Warrington Youth Zone, helping to create a long-lasting legacy for young people of Warrington. 

If you have the desire and drive to take on this leadership role, please provide a CV and supporting statement explaining how you meet the criteria for this role based on the person specification. Please note, CV’s without supporting statements will not be accepted.

In your application please ensure you provide the following information :

• Details of your current or most recent remuneration package and your notice period
• If you have at any time been convicted of a criminal offence, please provide the details in strict confidence.
• Confirmation you are eligible to work in the UK (the successful candidate will be required to provide documentary evidence before an offer of employment is made)
• Any reasonable adjustments we can make to assist you in your application or the selection process.

The strength of the charity comes from the diversity within their people. They aim for the team to reflect the local community and value people working together from a range of different backgrounds locally and nationally, and with different experiences, all with a shared passion for boosting the aspirations and lives of young people. Diversity brings innovation, fresh ideas and creativity, and they actively strive to create a culture that is truly inclusive and fair for all and where everyone in the team can be themselves and thrive. The organisation is committed to the safeguarding of young people. In accordance with Child Protection and Safeguarding procedures, this position requires an enhanced DBS check.

Other roles you may have experience of could include: Fundraising Manager, Senior Fundraiser, Trusts and Grants Fundraising, Trusts and Foundations Manager, Fundraising Innovation Manager, Deputy Head of Fundraising, Fundraising Director, Donor Manager, Head of Fundraising Development, Head of Partnerships, etc