Customer Operations Lead Remote
Job description
Customer Operations Lead
£48,000 to £51,000 per annum
Permanent, full-time (37.5 hours per week)
Hybrid working with regular travel to our London Bridge Office
What the job involves
We’re seeking a Customer Operations Lead to join our Communications Team. This role, which has been newly created, entails taking charge of developing, implementing, optimising, and maintaining processes that ensure a positive engagement with Prostate Cancer UK for all individuals involved.
You’ll play an important role in enhancing the customer experience and increasing organisational efficiency. Your primary objective will be to help us meet or exceed supporter’s expectations with streamlined communications that are also cost effective. You’ll need a thorough understanding of what motivates people to support Prostate Cancer UK and the customer journey they will go through. From a systems point of view, you’ll have responsibility for ensuring these are efficient, accurate and well documented.
You’ll act as the lead for the operations team, responsible for the direction and effectiveness of your teams as well as overseeing the management of third parties who provide stock and fulfilment operations.
What we want from you
As a Customer Operations Lead, you’ll have experience in complex operations and understand how all the smaller part of the process work together.
Supporters are at the heart of everything we do, you’ll use customer insights data to help drive business performance. Being process driven, you’ll strive to make processes as efficient as possible and improving outcomes making supporter’s experiences as positive as possible. You’ll be able to identify and manage any project pressures, issues or risks and escalate if appropriate.
Understanding the importance of compliance, from a charity and customer point of view, you’ll have a strong understanding of GDPR processes, policies and practices.
As you’ll be managing the operations team, you’ll have excellent people skills, supporting the growth and development of your team and driving great results.
Why work with us?
Prostate Cancer UK is the largest men’s health charity in the UK. We have a simple ambition – to stop prostate cancer damaging lives through funding research and supporting men and their families. We invest millions into research to find better ways to diagnose and treat prostate cancer; we work tirelessly to spread the word about men at risk and offer specialist support to people living with the disease.
Work with us and you’ll see your efforts pay off as we fight for a better future for men.
What we offer
Join our team and be part of an award-winning charity. We will support you to develop your skills and expertise.
We offer a competitive benefits package, including:
- Generous leave entitlements which increase with service
- Enhanced contributory pension scheme
- Life insurance and group income protection
- Health Cash Plan
- Discounted gym membership and high street shopping discounts
- Loans for season tickets or cycles
- Advice and support on pretty much anything via our Employee Assistance Programme
- One ‘development day’ per month to help training or personal development.
Hybrid working
Our aim is to be a flexible workplace. We want people to be successful, confident, informed, connected to their colleagues and develop in their roles. We usually work from home, with some time each month spent in our London Bridge office. Office time is usually to collaborate with colleagues (this is a commute, so we pay our own travel costs to the office). The frequency may vary over the year and is dependent on the needs of the role and the organisation. Space is also available for employees that wish to use the office on a more regular basis.
For this role, we would expect the successful candidate to be coming into the London office a minimum of one day per month.
Our commitment
Our teams, supporters, partners, and those living with prostate cancer, come from all walks of life. We draw upon the difference in who we are, what we’ve experienced and how we think to build a future where lives are not limited by prostate cancer. Not only is it the right thing to do, it makes us stronger and helps us reach more people. If you share our ambition we would love to hear from you.
Next steps
Got a question? Please let us know if you have any accessibility requirements. If you have a query - we’re here to help: [email protected]
The closing date is Wednesday 5th July 2023, applications must be submitted by 23:45 UK time.
Interviews: By arrangement. Currently scheduled from wc 10th July 2023.
Prostate Cancer UK is a registered charity in England and Wales (1005541) and in Scotland (SC039332). Registered company number 02653887.
