Supporter Care Assistant Team Leader

Job Introduction

The Supporter Care Assistant Team Leader plays an integral part in developing a team delivering a first class, professional customer service by leading and coaching our advisors. We use a range of communication and feedback methods to ensure that where possible customer enquiries, donations and complaints are resolved at the first point of contact. You will be well versed in Contact Centre SLA and people management.

Interview Date(s): W/C 8 November 2021

Interviews will be face-to-face in our London office

Role Responsibility

As the Supporter Care Assistant Team Leader you will be responsible for:

• Providing a comprehensive and responsive information service to the public, advising on support services available for people living with diabetes, particularly Helpline and Supporting Membership.
• Support DUK’s Safeguarding function by undertaking the role of ‘Designated Safeguarding Person’ as part of a team of DSPs.
• Day to day management, support and development of the team, including attending internal and external meetings as required.
• Promoting a culture of high quality and compliance within the team to ensure an excellent experience for those we come into contact with whilst keeping safe, legal and healthy.
• Manage a busy workload with competing deadlines while remaining calm and focused.
• Champion and encourage the delivery of an excellent level of customer service to people contacting the CCC.
• Demonstrate excellent written and oral communication skills with the ability to interact effectively with a wide range of people.
• Work as an effective team member, showing flexibility and a willingness to collaborate with others to get the job done
• Effectively manage and motivate a team to deliver against a set of objectives which are aligned to the overarching organisational goals supporting them to succeed in ‘what they do’ and ‘how they go about it’ and further develop them towards exceeding in the ‘what’ and the ‘how’ in line with the framework of Diabetes UKs performance model.

The Ideal Candidate

Experience in working in a contact centre, either in a voluntary or a paid capacity is preferred. In addition, people management experience is highly beneficial to being successful for the role. The ideal candidate will have the leadership skills to manage a busy workload, alongside delivering difficult conversations whilst always remaining professional and calm. Providing information and feedback both verbally and in writing to a high standard is key, as well as being proficient in Microsoft Office software to produce weekly and monthly reports. You will also be expected to react and deal with change in a positive and timely manner whilst demonstrating an understanding of the emotional intelligence needed to translate this to the Supporter Care team.

Please note that all job offers are subject to you providing acceptable evidence of your eligibility to work in the UK.  You might find the following resources useful:

• To view a full list of accepted documents and the checks employers are required to make click here
• To view guidance on proving your right to work to an employer click here

 If you have any questions, please contact HRAdvice@diabetes.org.uk 

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays 
• A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) 
• Early finish Friday and flexible working as part of our approach to activity based working
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life  
• Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
• Very active social scene including sport teams, gardening and other activities 
• Generous pension provision, life assurance and income protection insurance
• Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

For the 4.8 million people in the UK with diabetes, there’s no day off. So, at Diabetes UK, we’re leading the fight every day, campaigning for better care, treatment and support. We won’t stop until diabetes can do no harm.  

We are working to make sure that those affected by diabetes get the best care and support they need to live well with their condition and avoid life-changing complications.  We're leading the way by funding critical research, improving healthcare and treatment so we can reach our vision of a world where diabetes can do no harm.

Diabetes UK staff are motivated and experienced and extremely passionate about helping people affected by diabetes.  We have been fighting for people with diabetes for more than 80 years and changed millions of lives thanks to the new treatments, technology and policy changes we've been behind.

But there's more to do.  And you can be part of it.

We're a diverse bunch and as a charity we recognise and respect the value of everyone.

We’re very excited to have been placed in the top 30 best UK charities to work for, and in the top 75 best large companies in London.

We're committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all staff and volunteers to actively support this commitment.

We have a vision of a world where diabetes can do no harm.  If you’d like to be part of that, why not join us? 

To learn more about the work we do please visit our website

Diabetes UK