Support Line Services Coordinator

Support Line Service Coordinator
Contract type: Permanent 
Full time: 34.5 hours a week, we are open to a conversation about how you work these hours
Location: Home-based
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

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.  

Working closely with the Team Leader and Senior Nurse team, you will support them 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 managing forecast 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 solutions 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 Services, 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
• Strong organisational skills and the ability to manage multiple tasks
• Compassionate and resilient nature to deliver an excellent customer focussed service
• Proficient IT skills particularly Microsoft Excel and Customer Relationship Management Systems

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day each year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, including access to professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment process

Application deadline: 23:59 on Wednesday 27th May
Interview dates: Online interviews will be held on the week commencing 8th June (exact dates TBC)

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 at 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. 

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.