£31395 - £34883 per annum + £31395 - £34883
Job description


To support the delivery of excellent customer experience within Diabetes UK by ensuring that the information provided to people who contact the CCC is accurate and up to date. Provide all departmental and organisational reporting, including trend analysis and forecasting to a high quality standard and within agreed timescales. Coordinate and oversee project work coming into the team to support operational preparation and delivery of these.

Interview Date: Friday 6 March or Wednesday 11 March 2020


What we can offer you:

  • Generous annual leave starting at 25 days plus bank holidays
  • A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments)
  • Early finish Friday and flexible working as part of our approach to activity based working
  • Discounts on gym membership
  • Employee assistance programme to give you support on any issues that come up in life
  • Annual season ticket loan (on completion of your probation period)
  • Very active social scene including sport teams, gardening and other activities
  • Generous pension provision, life assurance and income protection insurance
  • Cycle to work scheme (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

Main Responsibilities

  • Oversee, co-ordinate and seek to continuously improve an effective quality assurance programme for communications within the CCC, working collaboratively with the CCC team leaders.
  • Overall responsibility for the management and ongoing maintenance of the CCC information database and associated reference documents
  • Line manage and develop the CCC Information Officer
  • Produce all performance reports, analysis and forecasting for the CCC management team, along with those for senior managers, including Voice of the Customer and CCC performance
  • Co-ordinate and manage a range of projects within the CCC, liaising with teams across the organisation where necessary
  • To have a good understanding of call centre technology including reporting and forecasting tools
  • To identify and make recommendations for service improvements and process efficiencies
  • To act as an expert resource for the CCC teams to access information in response to specific inquiries
  • Perform tasks necessary to achieve the overall objectives of the team and the organisation
  • Work effectively across a wide range of teams and understand the data being collected and facilitate the collation of this to ensure we build an organisational view of customer satisfaction as well as CCC Team Performance
  • Working across the organisation to develop and produce an organisational wide Voice of the Customer dashboard
  • Undertake any reasonable additional duties, from time to time, commensurate with the role

Ideal Candidate

  • Educated to A level or equivalent work experience
  • Highly organised and efficient with strong interpersonal skills and excellent attention to detail
  • Solution focused, self-motivated and adaptable
  • Fully competent in Microsoft Office, including Outlook, Word, Excel, PowerPoint, Visio
  • Required to work 35 hours per week across a range of hours between 9am and 6pm, Monday to Friday
  • Willing to work flexibly and outside of office hours on occasion
  • Willing to travel to other Diabetes UK offices as necessary
More about Diabetes UK
Diabetes UK

Diabetes UK is the charity leading the fight against the most devastating and fastest growing health crisis of our time, creating a world where... Read more

Posted on: 18 February 2020
Closed date: 03 March 2020
Job ref: diabetesuk/TP/9/416
Tags: Advice, Information