Head of Service Operations

Age UK is currently recruiting for an exciting new position in the Charity, Head of Service Operations.

With the growth in Age UK’s national services in the last three years, this is a new role to provide strategic and operational leadership for Age UK’s national contact centre operations, including our Age UK Advice Line and 24x7 Silver Line Helpline.

Working closely with our service managers, you’ll ensure our national services operate effectively and efficiently - with the right technology, telephony, and people resources - to deliver great outcomes for older people and our beneficiaries.

This role can be based at our office in Blackpool or Devon, the current locations where we deliver our national services, with hybrid working arrangements where colleagues split time between the office and home working. Travel and overnight stays will be required to regularly attend the other office, as well as infrequent travel to our hub in London.

Must haves:

• Experience of delivering complex 24x7 multi-channel contact centre operations across multiple locations.
• Proven track record of motivational leadership with an ability to inspire colleagues (both immediate line reports and frontline operational colleagues).
• Experience of developing brilliant & motivated staff teams, with opportunities for personal and professional development, in fast-paced service delivery settings.
• Knowledge of telephony, CRM, and other contact centre technologies.
• Understanding of standard contact centre data, reports, & processes, and how these can be used to drive operational improvements and derive useful insights to support other teams across an organisation.
• Leading and managing complex programmes of work.
• Experience leading and delivering large, complex change programmes (including service design, technology, people etc.)
• Budget and contract management and reporting.

Great to haves:

• Experience of working in charities and/or a federated charity structure.
• Experience of involving volunteers in service delivery.

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

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.