Customer Services Manager

UWT is looking for a skilled and experienced Customer Services Manager to lead the charity's Customer ServicesDepartment.The post holder will be donor focussed, strive for customer service excellence and will promote this throughoutthe Customer Services Department.OVERALL RESPONSIBILITIESThe post holder will report to the COO and will work in close coordination with PR/Fundraising and DonorFeedback departments to deliver the following:

• Provide evidence-based proposals to implement targeted changes and improvements to the Department,
and develop innovative ways to serve our donors, visitors, customers, and members of the public and;
• Work with other UWT departments to grow our donor base;
• Create operational plans to guide and optimise the Department's service delivery, efficiency and
effectiveness;
• Supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness; and
• Ultimately improve the UWT donor and customer journey and increase satisfaction.
SERVICE PLANNING, DEVELOPMENT & IMPROVEMENT
• Utilize relevant service data/statistics to develop an evidence based operational plan with clear objectives
& KPIs;
• Plan resources (i.e. people, technology, equipment etc.) to increase efficiency and effectiveness in the
delivery of the operational plan and to achieve qualitative and quantitative targets;
• Plan budgets and track expenses for the Department;
• Evaluate performance against Departmental KPIs proposing remedial action where required;
• Monitor and report the delivery of the Department's KPIs to the COO;
• Create service systems, processes, policies and procedures;
• Stay abreast of sector wide developments and innovations, and implement the appropriate best practice
to drive continuous improvement; and
• Maintain an orderly workflow according to Departmental priorities.
CUSTOMER SERVICE
• Lead on resolving donor and customer issues, and follow problems through to a satisfactory conclusion;
• Maintain up-to-date records of donor discussions (i.e. queries / complaints / suggestions, the departments
resulting actions and the outcomes);
• Create a system of donor consultation, feedback and satisfaction surveys;
• Identify, collate and analyse key Departmental service data and statistics (i.e. donor satisfaction,
complaints, total calls, missed calls, resolved queries, failed donations etc.);
• Use the information from the above sources to propose changes and improvements to the Customer
Services Department and any other UWT services/activities; and
• Introduce initiatives to improve the donor and customer experience, create engaged donors and facilitate
targeted and organic growth.STAFF MANAGEMENT
• Work with the HR department to recruit, coach, train and develop customer service staff;
• Manage the team to ensure that staffing levels, working hours and individual responsibilities are;
organised to achieve the Department's KPIs, flexible to respond to unexpected demands (i.e. emergency appeals, unplanned absences etc.), and that the Department's services and activities are delivered in a timely manner, to a high standard;
• Establish clear and consistent communication with and between team members to ensure that the team
are fully aware and prepared for set and revised Departmental priorities, processes, systems, and routines;
• Embed effective performance management with all team members through appraisal and supervision to
set individual targets, and to monitor and review the progress against these targets;
• Encourage continuous professional development through training, coaching and mentoring to improve
staff capability and nurture exceptional and high performance from individuals and the team;
• Establish a positive team ethos and environment where staff excel through mutual encouragement,
empowerment and support; and
• All other duties that are commensurate to the post.
  
  Qualifications Qualified to A level standard or equivalent (i.e. BTEC, NVQ etc.) Essential
Graduate in a relevant discipline (i.e. Business Administration etc.) Desirable Experience Proven working experience as a Customer Service Manager or Call Essential Centre Manager Building, leading and motivating teams to achieve challenging targets in Essential a fast-paced work environment especially during busy periods Experience of change management Desirable Knowledge Excellent performance management methods and techniques for teams Essential and individuals Creating and implementing operational plans Essential Customer service metrics and performance evaluation Essential Creating and managing budgets Essential Reporting operational and financial performance to senior stakeholders Essential Working knowledge of customer service and call centre technology, Desirable software, databases and tools Awareness of industry's latest technology trends and applications Desirable Skills Excellent client-facing customer service and communication skills Essential Dealing with customer queries, complaints and suggestions in person, Essential telephone and in writing to a satisfactory conclusion Excellent organisation skills, ability to prioritise work and multi-task Essential Results driven with a practical approach to problem-solving Essential Positive, patient and reliable Essential Proficient in MS Office Essential Basic grasp of some of the following community languages: Desirable Urdu, Bengali, Gujarati, Arabic Other Personal conduct and delivery of work should comply with the values Essential and culture of Ummah Welfare Trust Occasionally adapt working times to meet the requirements of the Essential organisation Hold a valid UK driving license Desirable Residing in Bolton DesirableThis post is subject to a Disclosure and Barring Service (DBS) check.

Established in 2001, Ummah Welfare Trust (UWT) is a UK-based international relief and development charity.Inspired by the Islamic teachings of empathy, generosity and selflessness, the trust aims to alleviate poverty andsuffering across the world, and also ensure that the rights of those who are neglected and oppressed are fulfilledby providing sustainable development solutions relating to shelter, education, health, and spiritual wellbeing.Knowing that we are all ultimately accountable to the Almighty, the charity strives to maintain transparency andaccountability, and as such the charity also has a full and transparent audit trail from the donor to the beneficiary.