Supporter Care Assistant Team Leader

Job Introduction

The Supporter Care Assistant Team Leader plays an integral part in supporting, developing and leading a team of Supporter Care Advisors to deliver first class, professional customer service. We use a range of communication channels and feedback methods and where possible, ensure that customer enquiries, donations and complaints are resolved at the first point of contact.

Interview Dates: Thursday 20th April 2023

We have a friendly and inclusive working environment here at Diabetes UK and are proud of our hybrid approach which allows great flexibility in the way that we work. This means that you can balance your working time between home and the office, subject to the needs of your role

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

Role Responsibility

The role focuses on day-to-day management, leadership, support and development of the Supporter Care Advisors as well as achieving the Customer Care Centre (CCC) SLAs by ensuring workload is delegated efficiently. You will promote 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. You will be adept at managing a busy workload with competing deadlines while remaining calm and focused.  Assistant Team Leaders champion and encourage the delivery of excellent of customer service, as well as demonstrating excellent written and oral communication skills, with the ability to interact effectively with a wide range of people. We understand the importance of being a good team player, therefore it is important to show flexibility and a willingness to collaborate with others to complete a task. The CCC management team also support Diabetes UK’s Safeguarding team by undertaking the role of ‘Designated Safeguarding Person’ (DSP) as part of a wider organisational team of DSPs.

The Ideal Candidate

Experience in working in a contact centre as well as people management skills are preferred. 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 for weekly and monthly reports. You will also be expected to react and deal with change in a positive manner whilst demonstrating an understanding of the emotional intelligence needed to translate this to the Supporter Care team.

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays (pro-rata for part-time)
• A Cash Healthcare Plan (giving you up to £1,600 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 (not applicable to roles with fixed shift patterns)
• 2 Days TOIL in recognition of fixed shift patterns (pro-rata for part-time)
• 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 nearly 5 million people with diabetes in the UK, there’s no day off. At Diabetes UK, we fight day in, day out for better care, treatment and support. We won’t stop until diabetes can do no harm.

With more people than ever living with diabetes and millions more at risk of developing type 2, our work has never been more needed. We make sure they get the care and support needed to live well with diabetes and avoid devastating complications.

We fund critical research, which has led to life-changing discoveries – like the first insulin pen and programmes to put type 2 diabetes into remission. Now, we want to do this for everyone and find a cure.

We can’t do any of this without you. Our staff are passionate and determined about helping everyone affected by diabetes. For over 85 years, they’ve been behind vital policy changes, as well as new treatments and technologies to make living with diabetes easier every day.

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

We’re a really diverse bunch and we recognise and respect your value as an individual. As well as helping people with diabetes, you’ll be part of one of the top 30 Best UK Charities to Work For, and one of the top 75 Best Large Companies in London.

We’re committed to protecting and promoting the welfare of children and adults at risk, and we need our staff and volunteers to support this.

Our vision is a world where diabetes can do no harm. Join us today, and together, we can make that a reality.

To find out more about what we do, check out our website.

Diabetes UK