Head of Operations - Digital Services
£64,000 - £70,000
You will lead the implementation and operationalisation of the customer strategy, optimising, and transforming our digital capabilities across existing channels and new services. Driving the development of our omni-channel presence with a focus on embedding digital technologies, you will enable a seamless Macmillan customer experience for people living with and affected by cancer.
Accountable for a multi-disciplinary team of cancer support advisers, you will provide leadership direction and management support to ensure the service managers and their teams are equipped, enabled, and motivated. Working closely with heads and directors in Cancer Support Operations (CSO) and across the organisation (e.g. Technology, Digital, Policy) to design, develop and implement integrated services, you will ensure that people living with and affected by cancer are at the heart of everything we do.
As our ideal candidate, you will have a proven record of accomplishment in strategy development and implementation as well as extensive experience in the delivery of multi-channel, multi-disciplinary contact centres. Your experience of transforming operational service delivery will shine through with clear evidence of introducing and embedding digital capabilities across generalist and specialist services.
You have considerable experience of developing high performing teams and delivering a cultural and behavioural shift across front line customer services. You bring with you extensive experience of working with stakeholders across the health and social care landscape and the ability to work effectively in a matrix structure.
Please submit your application as soon as possible as we reserve the right to change the closing date of our vacancies.
We aim to encourage a culture where people can be themselves and be valued for their strengths so we seek to attract and employ the best people from the widest talent pool, reflecting the diverse nature of our society.
We will support you throughout the recruitment process with any reasonable adjustments required in accordance with the Equality Act. Please contact the Recruitment Team if you require support.