Location
Renfrewshire
Job Function
Customer Services
Salary Details
£29,711 per annum
Contracted Hours Per Week
35
Careers Site Advertising End Date
25 May 2022

About The Role

Support Desk Manager
Location: Paisley (hybrid role working between home and office)
Contract type: Permanent 
Hours per week: 35
Salary: £29,711 per annum 

Could you manage our shared service support desk function, delivering a high-quality customer support service to those contacting the organization?

About this opportunity


As Support Desk Manager you will manage the shared service support desk function, delivering a high-quality customer support service to those contacting the organisation e.g. service users, members of the public, staff, volunteers etc, ensuring the first call resolution principle is applied wherever possible. 

You will ensure the team are trained on all relevant procedures and briefed on upcoming projects and issues that could have an organisational impact. 

You will also assess, monitor and manage the teams' workload ensuring that SLA's are achieved and that any escalations from team members are monitored and actions agreed to address them.

This role may be for you if…

You’re a driven individual who can bring together and motivate a team; you have previous managerial experience having worked within a Shared Service / Contact Centre providing support to internal and external customers.

You have developed and implemented service level agreements and or key performance indicators and have previous experience carrying out system administration of a call management system, including system configuration of all logging categories.

You have the ability to use your initiative, seek insight and manage expectations of internal and external customers demonstrating strong communication and influencing skills, both written and oral.

About the team

We use kindness to help those in crisis, and behind every great cause there's a great team making everything possible. 
 
In the Internal Shared Services directorate, our goal is to properly allocate our funds and resources to maximise the level of aid we can provide to those that need it. We also make sure everything we do is in line with our values and we are a fully compliant and transparent operation. 

Even though we're a busy bunch, we never lose sight from the fact that the work we do is crucial to the work of the organisation, and therefore vital to the lives of those in crisis.

(Please read the full Role Profile/ Job Description for more information about this vacancy including responsibilities and full person specification and refer to the ‘Additional Information’ attached for support completing your application)

Closing date for applications is (23:59), Wednesday the 25th of May 2022 with interviews anticipated to be held week commencing 6th June. 

We offer a wide range of staff benefits, including:

  • 36 days holiday (inclusive of bank holidays) 
  • Option to buy an extra 5 days annual leave
  • Up to 6% contributory pension
  • Flexible working policy
  • Genuine investment in your development
A little bit more about us...

The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country - we're there when you need us.

Our organisation was born out of a desire to bring help without discrimination. Impartiality and neutrality have been central values for the Red Cross since we started.

Diversity is something we celebrate and we want you to be able to bring your authentic self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness.

In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively.

If you are appointed to a role within BRC you will be subject to the organisation's Code of Conduct, a copy of which you can find on our website.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

Follow us on Twitter @RedCrossJobsUK and on Linked in - British Red Cross, to hear about our latest job vacancies.

Connecting human kindness with human crisis

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