Grant Services Supervisors Grant Services Supervisor Salary - £27,900 Vacancies: 1 x Permanent, Full time (35 hours) 1 x Fixed term contract (until the end of March 2021), Full time (35 hours) Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people. We have provided over 88,000 grants and services worth over £33 million in the last year. We are continuing to adapt to the impact of Covid-19 and are doing everything we can to ensure we provide this essential grant support when it is needed the most. Joining the team at this time, you will play a vital role in ensuring excellence in Grants Services in order to effectively support our families. As Grant Services Supervisor you will be responsible for the effective performance management of Grant Services staff, maximising performance against defined key performance indicators through effective real time management. You will be expected to maintain an environment where staff are committed to high standards of customer service and seek to enhance this at all times. Main duties include: Processing first level appeals and complaints relating to Grants Services and accepting and case managing escalated queries/issues. Ensuring established policies and procedures are adhered to. Reviewing and updating department work processes, recommending improvements and developing new processes as required. Assisting with reporting of information regarding work in progress to management team. Ensuring the team is staffed using a rota system to provide a cost effective service utilising the available resources in the most efficient possible manner. Providing control over quality and quantity of Grants Services activities through regular monitoring and measurement of staff performance. Setting objectives, reviewing and carrying out individual performance development reviews, providing regular feedback throughout. Recommending and carrying out training for staff. To be considered for this role you should come to us with significant experience working in a process-orientated environment and have a demonstrative track record of supporting staff. You will ideally have experience working with criteria-based decision making and must be competent with statistical analysis. Approachable, friendly and firm, you should be known for your strong communication skills and your ability to supervise and work well as part of a team. Most importantly you should be reliable and fair, and be flexible to meet the demands of a varying workload in a pressured environment. This post is based at our offices in Monks Cross in York. We have effectively adapted both working practices and the physical working environment to adhere to current government guidelines. Here at Family Fund the health and wellbeing of our staff is of paramount importance and on joining our team you will be given all the support you need to carry out your responsibilities safely. Here at Family Fund we are committed to staff development whilst offering excellent benefits, including flexi-time, competitive annual leave entitlement (which increases with length of service), yearly salary reviews which are linked to performance, and above all a professional, fun working environment where a positive work-life balance is encouraged. This truly is a varied and interesting role that provides a real opportunity to join a team directly impacting the lives of children and young people across the UK. If it sounds like something of interest, please send your CV and Covering Letter to [email protected]. Please indicate in the subject line which role you interested in. Please click here to view the job description Closing Date: 14th of July Interview dates: Week Commencing: 20th / 27th of July (please note that due to Covid-19 all our interviews are taking place virtually for the foreseeable future) Family Fund Group 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.