The Woodland Trust is looking for a Customer Service Manager to lead a team and deliver strategic and operational supporter service 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 KPIs. Monitor and embed best practice across the team. Review real time service performance and assign personnel to ensure financial goals, SLAs 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 for four out of five days per week. This is a permanent, full-time contract. The Candidate: Experience managing a successful call/service 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 part of our fight for a greener, healthier ..... full job details .....