We have an exciting opportunity for a External Service Operations Manager to join the National Contact Centre in Cardiff , working 37.5 hours a week.
Do you want to make a difference every day? Do you want to contribute to change & improvement for those who need it?
Do you have resilience & adaptability? Can you work effectively with a focus on customer service and care?
If yes, then we'd love to hear from you
What we offer:
At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:
- Flexible working options including hybrid working
- 25 days annual leave plus Bank Holidays, rising to 30 days plus Bank Holidays
- Pension with 5% employer contribution
- Enhanced sick pay allowances & maternity payments
- High Street, retail, holiday, entertainment & leisure discounts
- Access to our financial wellbeing hub & salary deducted finance
- Employee assistance programme & wellbeing support
- Ongoing training & support with opportunities for career development & progression
About the role:
This role is base in the National Contact Centre, in St Mellons , Cardiff.
As an External Services Operations Managers you will be accountable for the delivery and development of externally funded services at the National Contact Centre. You will ensure externally funded services are delivered in accordance with service contracts and to identify, develop, implement and deliver new opportunities for services as well as acting as the main point of contact for external partners in managing the relationship.
Additionally, this role is responsible for providing management, direction and advice to the National Contact Centre (NCC), Team Leaders and team members (caseworkers and initial responders/inbound agents) during shift, specifically relating to the provision of any external services from NCC, to ensure successful and effective operational delivery of services to victims of crime.
You will need:
- Experience of managing a team with Service Level Agreements or service delivery requirements
- Experience of managing external services and the ability to build relationships with those external stakeholders, as well as negotiating contract extensions and revisions.
- Experience of managing and supporting a team and individuals, including performance management one to one's and staff development.
- The ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control own emotions.
Please see attached Job Description and Person Specification for further details.
Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.
Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.
Victim Support is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe having a diverse workforce at all levels allows us to represent the communities we serve and connect better with people affected by crime. We believe this can be achieved through attracting, developing and retaining a diverse range of staff from many different backgrounds. We therefore welcome applicants from all communities and monitor the diversity of applicants to analyse if we are representative of the communities we serve in terms of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, age and socio-economic status. As part of our commitment to the Race at Work Charter we would particularly welcome applicants from BAME communities.
How to apply:
To apply for this role please follow the link below to the Jobs page on our website, and complete the application form demonstrating how you meet the essential shortlisting criteria.
We looking forward to hearing from you.
We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date.