Service Delivery Manager

The Woodland Trust is looking for a Service Delivery Manager to help us deliver strategic and operational plans.

The Role: • Manage and deliver a successful call centre/back office operational process. • Lead a successful team, supporting and training where required. • Interpret the support services strategy and vision and apply to operational planning to achieve departmental and campaign KPI’s. • Monitor and embed best practice across the team. • Review real time service performance and assign personnel to ensure financial goals, SLA’s and quality metrics are achieved. • Recommend and implement system and procedure developments and improvements. • This role will require attendance at our head office in Grantham, Lincolnshire four out of five days per week.

The Candidate: • Experience managing a successful call centre working at a senior leadership level. • Strong communication skills with the ability to build successful stakeholder relationships. • Experience shaping and implementing organisation strategy. • Knowledge of Microsoft suite, telephony, reporting and fulfilment solutions. • Experience in project management with the ability to coordinate multiple workstreams. • Strong problem solving skills with the ability to prioritise tasks as needed. • Knowledge of PCI:DSS, Gift Aid, Direct Debit, FRSB and data privacy.

Benefits and Wellbeing: Joining our team means you’ll be a big part of tackling environmental and climate issues. We take good care of our staff, offering support and training opportunities. We also offer: • Enhanced Employer Pension • Life Assurance • Flexible & Hybrid Working Options • Generous Annual Leave - 25 Days Plus Bank Holidays (pro rata’d for part-time) • Buy and Sell Holiday Scheme • Enhanced Parental Pay • Employee Assistance Programme

About Us: The Woodland Trust is the UK’s largest woodland conservation charity. We want to see a world where trees and woods thrive for people and nature. The Trust engages and inspires people to make their difference tackling the nature and climate crisis helping protect, restore and create our vital woods and trees.

Our Commitment to Diversity and Inclusion: To achieve our vision of a world where woods and trees thrive for people and nature, we need to better reflect society and the communities we work in. All people, no matter their background, identity, ability, or circumstance, should benefit from trees. People of colour and disabled people are currently under-represented across the environment and conservation sector. If you identify as a person of colour and/or disabled, we particularly encourage you to apply. Please contact us to discuss any additional support or adjustments you may need to complete your application.