Contact Centre Manager
GET INVOLVED – WORK FOR US – BE DRIVEN BY THE GOOD WE DO
Do you want to make a genuine difference to society and for those in need?
Are you looking for your next exciting challenge?
Do you want to work for an organisation that cares about you, values you and looks forward to what we can do together?
Then come and join the team at YMCA Cheltenham as our Contact Centre Manager
It is an exciting time to join our organisation in this role, as we celebrate 170 incredible years of continuous service to the communities of Gloucestershire; supporting those most in need and working alongside generations of families and individuals over an astonishing 17 decades of meaningful and transformative work.
We are looking to recruit a Contact Centre Manager, based at our Children’s Contact Centre in Cheltenham, with a sense of social purpose to help improve the lives of others and make a lasting difference in the lives of children and adults throughout the County of Gloucestershire.
In return, you will receive a generous pension, life assurance, excellent ancillary benefits and you will become part of the YMCA Cheltenham family.
Being part of YMCA Cheltenham includes free gym membership for you and your household, as well as being invited to our fun and annual events, exclusively for you and your family. You will also have access to, and be in receipt of training and professional development opportunities for your entire career with us.
The role is 37.5 hours a week, to include weekend and evening work. Flexibility in hours and days are required.
Salary is between £33,501 to £41,000 per annum, dependent on relevant skills, experience and qualifications.
ABOUT YOU
We are inviting applications for the role of Contact Centre Manager, based at our Children’s Contact Centre in Cheltenham.
To be successful in this role, you will:
· Have an RQF Level 4 in a relevant field, or be willing to work towards this level of qualification
· Have experience of working with families, experiencing separation/conflict
· Have experience of working with volunteers, in a community or semi-professional setting
· Have supervisory/management experience of a small team
· Have good safeguarding knowledge and up to date training
· Be organised, able to meet deadlines, be able to communicate effectively, be tactful and diplomatic, attentive to detail, have good problem-solving skills, and excellent interpersonal skills.
ABOUT US
YMCA Cheltenham, founded in 1855, is a registered charity and has become a leading provider of supported housing for the most vulnerable in Cheltenham and Gloucester, alongside other works sports facilities, affordable housing and other charitable activities.
Organisational Values
YMCA Cheltenham is an organisation founded on Christian values and, as such, employees may encounter behaviours, artefacts, or other elements particular to or representative of the Christian faith in their workplace.
As an organisation founded upon the Christian Faith, YMCA Cheltenham draws its Values from the Bible, principally as described in Micah 6:8. Our Values are therefore expressed as follows:
OUR VALUES
YMCA Cheltenham will OPERATE with Equity, Integrity, Openness and Honesty.
YMCA Cheltenham will ENGAGE with Empathy, Kindness, Generosity and Grace.
YMCA Cheltenham will BE Thoughtful, Discreet, Ethical and Respectful to all.
Employees are not required to adhere to the Christian faith, nor any faith, and no such consideration is made by the organisation in employment choices nor in delivering its services – however, we do expect all employees to demonstrate the list of Values shown while in the workplace.
ABOUT THE ROLE
The work of our Child Contact Centre is part of YMCA Cheltenham, our service based in West Cheltenham.
The Contact Centre operates on weekdays and weekends, facilitating family time sessions for children with their family members. The Contact Centre Manager will be responsible for co-ordinating for the day-to day operations of the Contact Centre, providing essential and invaluable support for vulnerable families and children, helping them successfully navigate some of the most difficult and sensitive circumstances faced by any family.
The Contact Centre Manager will both deliver the Cheltenham YMCA Contact Centre Service and contribute to the development of this service into a county-wide provision for Gloucestershire.
The Contact Centre Manager will ensure Cheltenham YMCA Contact Centre is delivered safely for all parties, to the highest professional standards possible and within regulatory guidelines, while ensuring the Values of YMCA Cheltenham are upheld and reflected throughout Service.
ABOUT WHAT WE OFFER
The organisation recognise that employees need a good balance between work and life. We are committed to supporting a healthy balance between work and life, and creating a workplace where people can thrive. Our benefits include:
· 25 days of annual leave plus bank holidays, rising by up to 5 extra days with service.
· Two wellbeing days per year.
· Retail discounts and rewards across major high‑street and online brands.
· Cycle to Work scheme.
· Generous contributory pension.
· Company sick pay.
· Life Assurance at two times salary.
· Health cash plan, covering optical and dental costs, GP/consultant access, and independent personal, workplace, and financial advice.
· Free use of on‑site sports facilities.
· Occupational Health support and reasonable adjustments where needed.
· Extensive training and development, including opportunities to gain relevant qualifications.
· Regular social events for colleagues and their families
· Critical Illness cover.
· A supportive, passionate and high-performing team environment.
We are committed to creating a dynamic and diverse workforce and welcome applications from all suitably qualified candidates regardless of their age, gender, disability, race or ethnicity, sexual orientation or faith. We have procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
YMCA Cheltenham is committed to following safer recruitment guidelines. In line with the requirements of the Asylum and Immigration Act 1996, all applicants must be able to demonstrate they have evidence to be eligible to live and work in the UK. Successful candidates will need to provide two satisfactory references, undergo a DBS check and demonstrate full employment history.
YMCA Cheltenham is wholly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all our staff and volunteers to share this commitment.
Pay: £33,501.00-£41,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Life insurance
- On-site parking
- Sick pay
- Work from home
Application question(s):
- Do you have experience working with volunteers?
Education:
- Certificate of Higher Education (preferred)
Experience:
- working with families, who've encountered conflict: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
