Helpline Quality & Performance Manager

The Silver Line Helpline is a free, 24-hour telephone service for older people across the UK.

We offer friendship, conversation, and support for people aged 55 or over, especially those who may be experiencing feelings of loneliness and isolation.

As a Helpline Quality & Performance Manager you will lead our quality and performance framework for Age UK’s Silver Line Helpline.

You will work closely with the management team and team leaders to deliver our call quality audit process, identify and respond to trends emerging from Helpline calls, and ensure our staff and volunteers are best placed to deliver a high-quality service and support our callers.

This is a hybrid role, a blend of home and office working. Our office for this post is in Blackpool.

Must haves:

• Experience of supporting staff or volunteers.
• Demonstrable experience of managing the quality or performance of a service
• Experience of working with a variety of internal stakeholders.
• The ability to work to multiple competing deadlines.
• A commitment to providing a safe and effective service for older people.
• Strong organisational skills.
• Experience of using various IT software.
• The ability to work as part of a team.
• An ability to analyse data.
• Excellent communication skills and the ability to influence change.
• Accurate and attentive to detail
• Calm, empathic, compassionate
• Committed to providing a high-quality service.
• Committed to a team working approach

Great to haves:

• An understanding of the issues affecting older people.

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays
• Excellent pension scheme, life assurance, health cashback plan and EAP.
• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan.
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Heka Fitness & Wellbeing Benefit.
• You Did It Awards – recognition awards from £100-250.

Additional Information

For a full list of benefits please click here https://www.ageuk.org.uk/about-us/jobs/employee-benefits/

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria. We welcome requests for flexible working.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.