People Supporter Supervisor

Our People Supporter team provide the first point of contact for all customer queries coming into the People Service Centre from within and outside the Trust. We are the heart of People Services and pride ourselves on delivering excellent customer service to everyone we interact with.

We are looking for a People Supporter Supervisor to support and mentor our People Supporter Team. You must be passionate about leading and inspiring a team to deliver a service which delights our customers through every single interaction they make.

The role is offer on a full time, permanent basis with a salary from £27,300 pa.
What it's like to work here:The team you'll work with are supportive, friendly and we work alongside like-minded people who have a passion for the Nation Trust and all it stands for. As we help you to develop in our vibrant culture, you'll make your own unique contribution to our successful teams and help us to help our customers look after special places forever.

Your contractual location will be our head office in Swindon, however there will be an opportunity to explore and agree hybrid working arrangements which strike the right balance for you and the Trust. Current expectation is you'll be 3 days office based, and 2 days home based.
What you'll be doing:Working as part of a small contact centre team, you will oversee the professional, customer focused front line telephone support service with the aim of maximising manager, employee and volunteer capability.

You'll triage customer requirements and support the team in resolving queries on the first contact. Where your team are presented with more complex queries you and your team will work closely with the wider People Service Centre teams to escalate those queries to the right person or team.

You'll build great relationships with key stakeholders and subject matter experts within and outside of the People Service Centre to ensure the frontline support function continues to give the highest quality service to meet our customers’ needs and exceed their expectations.
Who we're looking forYou can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the profile; this is just to provide a full picture of what is possible in this role.

We’d love to hear from you if you have:

• Ability to lead and motivate a team to deliver excellent customer services to a varied customer base
• Excellent supervisory skills, supporting and mentoring a successful team
• Effective stakeholder management, building trust and long-lasting relationships
• An understanding of People Systems and the importance of accurate data

The packageThe National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary

• Free entry to National Trust properties for you, a guest and your children (under 18)

• Tax free childcare scheme

• Rental deposit loan scheme

• Season ticket loan

• Perks at work discounts i.e. gym memberships, shopping discount codes, cinema discounts

• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.

• Flexible working whenever possible

• Employee assistance programme

• Free parking at most locations

• Independent financial advice

Requirements :Compliance.Eligibility to Work in the UK
Permanent f/t (37.5 hrs pw)