Advice Line Manager Blackpool, England
Job description
Age UK is currently recruiting for an Advice Line Manager to join the National Advice Line team.
This is an exciting time to join Age UK’s Advice Line as our Blackpool team continues to expand. This vital service provides older people in need with much needed signposting and advice, which can possibly be life changing in some cases.
As Advice Line Manager you will lead and support a team of committed advisers based at our Blackpool office. The Service’s team of dedicated advisers take over 200,000 enquiries a year, providing a huge range of support to older people, their families, carers and other professionals. Most information and advice provided by the team is over the phone; they also respond to thousands of enquiries over email and web chat each year.
If you have experience in leadership and management, likely in a call centre type setting, and would like to utilise your skills to support older people across the UK, in a highly challenging yet rewarding role, then this may be the opportunity for you. We are recruiting for a confident self-starter, with a real passion for supporting staff and providing an excellent service.
The team work in a fast-paced environment, often handling calls that can be emotionally and mentally challenging. This role would therefore suit someone with high levels of personal resilience and motivation. Experience providing professional support and advice to customers would also be beneficial for this opportunity.
Please note we will be actively interviewing throughout the advertising period; early application is highly recommended.
This role offers hybrid working between home and our Blackpool office, surrounded by excellent amenities. During the 6-month probation period you would be expected to work from the office a minimum of 2/3 days a week.
Must haves:
- Demonstrable experience of supporting a team to provide a quality service within specific guidelines/requirements.
- Proven ability to manage a diverse team with differing levels of skills and experience.
- Ability to work successfully at all levels and with people from different backgrounds.
- Competent in IT skills to include word processing, internet, email and Microsoft Office in general.
- Ability to absorb large amounts of complex subject matter and effectively cascade this information, both orally and in writing, to all direct reports.
- Understanding of the needs of older people and how a charity such as Age UK can support them.
Great to haves:
- Previous experience of working in a contact centre/call centre would be an advantage.
- Previous experience of managing remote/hybrid teams.
What we offer in return
- Competitive salary, 26 days annual leave + bank holidays
- Excellent pension scheme, life assurance, health cashback plan and EAP.
- Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan.
- Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
- Heka Fitness & Wellbeing Benefit.
- You Did It Awards – recognition awards from £100-250.
Additional Information
For a full list of benefits please click here https://www.ageuk.org.uk/about-us/jobs/employee-benefits/
Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria. We welcome requests for flexible working.
Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.
Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.
