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Intraday Coordinator (Real-Time)

Reference
6659
Contract Type
Fixed Term
Sector
Charity, Public Sector
Location
Shipley
Salary
£23,000 - £25,000
Expiry Date
18/11/2018
It’s an exciting time for the Support Line Services at Macmillan Cancer Support; we are working hard to improve the performance of our customer service teams to ensure we provide an excellent customer experience to people affected by cancer.

Job Description

We are currently in the midst of a period of Transformational change and are working with new technology, processes and operating models to enable us to better support people affected by cancer.

To that end we are searching for an individual to join our Planning, Performance and Improvement Team on a secondment to help us drive the function to the next level. You will have a want to support staff in delivering a high-quality Macmillan support line service.  You will play a key part in achieving Macmillan's ambition of reaching and improving the lives of everyone living with cancer by ensuring that our real-time monitoring of the service is managed and updated in a timely and accurate manner.

It’s not going to be easy… we are developing a new way of working and will be ironing out problems as we go along so you’ll need to be resilient and be able to think on your feet. As an Intraday Coordinator your effective resource planning and live management of Macmillan Support Line services will ensure that we reach as many of our customers throughout the UK as possible. Working collaboratively with the management team you will be responsible for a multi-disciplinary service across different sites, ensuring that Key Performance Indicators are met.

You must be able to build and maintain strong relationships as communication is a key component to the success of this role. This includes encouraging positive engagement with colleagues via the phone, in person and via e-mail. You will need to be resilient and focused on our overall objective to improve the lives of everyone living with cancer. You will be proficient at prioritising and managing your own workload effectively in order to generate results within given timescales. We are looking for a highly effective communicator. 

Your track record demonstrates that you have some experience working within a fast-paced contact centre environment making proactive and reactive decisions. You must also evidence suitable IT skills and the ability to work effectively in a high-pressure environment whilst monitoring and supporting the service. 

In return for your hard-work and commitment we commit to actively develop you and offer excellent benefits including private medical insurance, life assurance, pension, generous annual leave and interest free loans for season ticket and gym membership.

Working Hours:
Working hours are 34.5 per week, with core hours being between 9:00 and 5:00 Monday to Thursday and 9:00 and 4:30 on Fridays. You may occasionally be required to work outside of these times on an ad-hoc or one off basis to assist with support the service delivery team. You may be required to travel to other Macmillan offices across the UK. Travel and accommodation expenses will be covered.

Located at our office in Shipley, West Yorkshire. Our offices have a waterfront location, close to the UNESCO World Heritage Site – Saltaire Village & Salts Mill - and are just 10 minutes by train from Leeds City Centre. 

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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.