Support Line Services Coordinator

Support Line Service Coordinator 
Contract Type Permanent 
Full time (34.5 hours)  we are open to a conversation about how you work these hours
Location - Hybrid - between home and a Macmillan office (Macmillan offices are currently based in Shipley, London and Glasgow)
Salary Range £27,000 - £30,000


About us

At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions. 

Our new organisational strategy sets out how we’ll fight even harder to make every pound raised count for even more. With your help, we’ll transform cancer care for good. 

About the role

In this rewarding role you will play a key role in supporting our Macmillan Support line through effective planning, scheduling and contact centre management to help meet service demands and ensure a smooth and efficient delivery of our vital cancer support service to people living with cancer.  

Working closely with the Team Leader and Senior Nurse team, you will contribute in achieving key performance indicators and meeting service level agreements, while working towards targets and managing real time performance.  

Utilising your contact centre management experience, you will monitor multichannel activity, while accurately forecasting call volumes and carrying out any required actions to balance demand as needed.  

You will use your relationship management and problem solving skills to address any issues with compassion and resilience and a soloutions focused approach.    

Your data management, analysis, and reporting skills will help demonstrate the impact of the team and service.  

This truly is a unique role where you will learn how the Macmillan Support line team helps people living with cancer and gives you a direct opportunity through supporting to maximise service efficiency, to positively impact our vital Macmillan Support line service, so every individual who needs our support is reached.  

About you:

The successful candidate will demonstrate the following skills and experience:

• Experience of coordinating a contact centre, achieving targets and managing real-time performance.

• Experienced in data analysis and developing/producing reports to demonstrate impact
• Excellent relationship management and problem solving skills
• You will be highly organised and can manage multiple tasks simultaneously
• Proficient IT skills particularly Microsoft excel and Customer Relationship Management Systems 
  
  
  

Please note although this contract is Hybrid - between home and a Macmillan office - the current office expectation is to attend for team meetings up to 3 times per year. 

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days 
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more
  
  
  

Recruitment Process
Application deadline: Sunday 12th October 
First interview dates: W/C 20th October 

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments. 

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.