Member Contact Centre Manager
This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Member Contact Centre Manager - Member Contact Centre
Victoria, London (Hybrid working available)
£67,190 (plus inner London weighting of £3,160)
35 hours per week – 12 Month Fixed Term Contract
Prospect is the trade union of choice for over 157,000 professionals, specialists and managers from across the UK. Our members vary from nuclear physicists and engineers to film directors and cinematographers – with many more in between. For each of these members we provide advice, support, and representation. Join us and you can make a real difference to the lives of working people.
What is the role?
We are seeking a Member Contact Centre Manager to manage, lead and develop the Member Contact Centre within Prospect.
The role is a senior post and part of our Management Team. As the manager of the Member Contact Centre, you'll use your positive attitude, your management experience and your business knowledge to deliver an excellent service to Prospect members and ensure that Prospect continues to grow its membership.
The core purpose of this role is to lead the work of the Member Contact Centre (MCC) to support the work of Prospect, promote and enhance the union’s profile through service excellence and member satisfaction.
This role is full of potential as you will have the chance to be lead on the MCC strategy, in developing our service to members and to manage, mentor and develop the Team Leaders. We will look to you to ensure the Member Contact Centre is providing a high level of support to members across both teams and meeting KPI’s.
We are also launching a new Microsoft dynamics membership system and separate case management system soon, so as one of the product owners, you will play a key role in launching and embedding these systems within the organisation over the next 12 months.
This is an exciting career opportunity with member service at its heart and plenty of room for development.
Essential
- Proven success in managing and developing a high performing team.
- Excellent interpersonal and communication skills.
- Experience working directly in a customer or member service environment.
- Experience in the development and implementation of complex business processes.
- Experience of HR and change processes.
- Experience of developing and working to KPI’s and SLA’s.
- Experience of managing databases and systems.
Desirable
- Proven success in delivering large scale projects.
- Experience working in a regulated or legislative environment.
Application details
For further details please e-mail: recruitment@prospect.org.uk and to apply please select ‘apply now’.
The job specification is at the bottom of page to assist with your application.
Closing date: Monday 16 September at NOON.
Interview dates: Tuesday 24 September
Prospect Union is committed to create a diverse environment and is a proud Equal Opportunity Employer. All our applicants will be given careful consideration for employment regardless to race, colour, religion, sex, physical and mental disability, age, citizenship, pregnancy, genetic information, veteran status, gender identity, gender expression, sexual orientation, national origin, and any other protected status.
www.prospect.org.uk
About us
Prospect is a leading trade union that delivers advice, support, representation and a voice for our members. We are a not-for-profit organisation with over 250 staff helping to support more than 150,000 people in specialist, professional and technical roles across the private and public sectors. The Bectu Sector of Prospect represents both employees and freelancers working in Film, TV, Broadcasting and theatre and live events.
Our members want to get on at work. They work in a diverse range of professions, including energy, science, engineering, heritage, defence, entertainment and digital. As a union for modern working life we aim to get the best deal for our members by using evidence and building partnerships – while never being scared to call employers out when they get things wrong.
Our priorities are to grow our membership through attracting new members and to improve our impact, whether that is helping members win improvements at work or changing the policy environment which affects them.
Diversity is an important value for the trade union movement, and as an organisation we are passionate about promoting equality and equity at work and are committed to it for all our staff; we would be particularly interested in applications from groups that are underrepresented in the workplace.
Prospect is a great place to work - We offer a good work-life balance, flexible working options and offer support for learning and development.
Employee benefits
Data protection
Prospect is committed to protecting the privacy of individuals and complying with our obligations under GDPR. Please see the Candidate Applicants’ Privacy Notice which explains how Prospect will process and hold your information when you apply for a vacancy and your rights as a data subject.
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