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Age UK’s telephone-based Friendship Service is recruiting for a National Manager to lead the delivery, development, and growth of our national telephone-based Friendship Services.

These services support older people all over the UK, matching them with volunteers for regular weekly calls.

We crucially support thousands of matches between older people and trained volunteers, who together enjoy a regular weekly telephone chat. Our service makes a huge difference to the lives of older people who are lonely and isolated - giving them a chance to make a new friend from the comfort of their home.

With excellent communication and influencing skills, you will work with a wide range of stakeholders internally and externally to manage projects, pilots and partnerships, and to support our wider charity objectives. An inspirational leader, you’ll work with the Service Managers to support a large hybrid team, motivating staff to reach KPIs and to deliver high quality, safe and efficient services.

In this varied role, you will also work in close collaboration with our digital team, leading on the ongoing development of our bespoke digital platform.

As National Manager, the ability to take ownership and drive this service forward is essential, if you’re seeking a new challenge and want to make an impact in your role, this is a fantastic opportunity.

This role offers hybrid working, with working both in our offices and at home. The successful person needs to be based within commuting distance to work regularly in either our Ashburton (Devon) or Blackpool offices, but also be prepared to regularly travel and work across both offices, as well as travelling to our London office occasionally to meet with other teams.

You will also be required to provide out of hours cover on evenings, weekends, and bank holidays on a rota basis.

You will have:

• Experience of managing or supporting a frontline customer facing service to older or vulnerable people, preferably linked to wellbeing, health, or care.
• A substantial and successful track record of managing staff to deliver high performance, with teams achieving demanding KPIs and quality requirements.
• Experience of working in a fast paced, complex environment, working collaboratively with a diverse range of stakeholders.
• Experience of implementing and managing digital project work, including working with an external digital agency.
• Keen understanding of issues faced by older people, particularly around loneliness.
• Knowledge of volunteer training and development practices.
• Knowledge and understanding of safeguarding issues and risk management.
• Excellent IT skills and knowledge including Microsoft Office.
• Excellent interpersonal, negotiating and influencing skills.
• Strong people management skills, including performance management and professional development.
• Excellent oral and written communication skills with a flair for adapting tone and message for different audiences.
• Numerate and comfortable in dealing with financial information.

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

Early applications are encouraged, we reserve the right to close this vacancy at any time should suitable candidates be found.

You will also need to be able to travel in the UK, attending other meetings as required, with overnight stays.

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.