First Contact Team Supervisor Salary – £25,566 Full time (35 hours per week) Permanent contract Are you looking for a role where your talents benefit the lives of families raising disabled or seriously ill children? Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people – providing over 88,000 grants and services worth over £33 million last year. We are looking for an exceptional individual with proven supervisory experience to join our dynamic First Contact team. The post holder will be responsible for ensuring the effective day to day delivery of First Contact Team objectives alongside supporting and advising First Contract Team Officers to deliver outstanding performance and excellence in delivery for families. As a First Contact Team Supervisor you will ensure policies and processes are implemented while delivering communication to the team around operational delivery of First Contact Team projects and objectives. You will also deputise for the Family Contact and Information Manager when required. Along with providing control over quality and quantity of First Contact Team activities through regular monitoring and measurement of staff performance, other key responsibilities will include: Ensuring that the First Contact Team is staffed using a rota system to provide a cost effective service utilising the available resources in the most efficient possible manner. Processing first level appeals and complaints relating to the First Contact Team. Accepting and managing escalated queries and issues. Collating management information for reporting regarding delivery of organisation and First Contact Team KPIs. Reviewing and updating department work processes, recommending improvements and developing new processes as required. Working with the Family Contact and Information Manager to deliver an effective information, advice and support offer to families and assist in delivering this at the core of First Contact Team principles and practices. The successful candidate will have excellent written and oral communication and decision making skills, relevant managerial or supervisory experience ideally within a customer services environment, along with the ability to work under pressure, to performance targets and within a process orientated organisation. You will be a well-organised team player, flexible, adaptable and resilient to work demands and changes. This post is based in York. If this describes you and your career aspirations, submit a persuasive covering letter and CV to [email protected] Please click here to read the job description. For an informal discussion about this opportunity, please contact Nicola Foster, Family Contact and Information Manager, on 01904 571032. Closing date for applications is 31 October 2018. Interviews are scheduled to take place the week commencing 5 November 2018. Family Fund is positive about disabled people and so all disabled applicants who demonstrate that they meet the minimum requirements for the role will be asked to attend interview.