Customer Service Manager

Salary:£29,290.00to £36,612.00, dependent on your skills, knowledge and experience

Location: Cardiff only - working from both The King's Trust and Maximus Call Centre a few days a week, with the option of working from home for the other two days

Interviews: 20/10 over MS Teams

This role is based in Cardiff, where our customer contact centre operates. You'll split your time between The King's Trust and Maximus offices, with the flexibility to work from home up to two days per week.

Every young person who comes to The King's Trust starts their journey somewhere, and for many, that journey begins with a call, email or online enquiry. As our Customer Service Manager, you'll play a vital role in shaping those first impressions, ensuring young people receive a welcoming, accessible and high-quality experience that helps them take the next step towards a brighter future.

You'll lead our relationship with our outsourced contact centre partner, use data and insight to drive continuous improvement, and help remove barriers that can prevent young people from accessing life-changing support.

We're looking for someone who combines strong customer service leadership with a genuine passion for improving outcomes for young people. You might be the perfect fit if you:

• Have experience managing customer service operations, contact centres or outsourced service providers.
• Use performance data, KPIs and customer insight to improve service quality.
• Build strong relationships and influence stakeholders at all levels.
• Enjoy driving change, solving problems and finding better ways of working.
• Want to make a real difference by improving the experience of thousands of young people, even if your impact is often behind the scenes.

This is an exciting opportunity to lead a service that sits at the heart of young people's access to The King's Trust, ensuring every interaction helps them feel supported, valued and ready to engage with the opportunities available to them.

Last year, we helped more than 40,000 Young People, with three in four young people on our programmes moving into a positive outcome in work, education or training.

The young people we help face a range of challenges, such as unemployment, mental health issues or some who have been in trouble with the law.

We believe allyoung people should have the chance to succeed, and thatyoung people are the key to a positive and prosperous future for all of us. We want to continue having a positive impact on young people’s lives and we couldn’t do this without the important work of Customer Service Managers!

• Great holiday package! 30 days annual leave entitlement, plus bank holidays. Office closure on the days between Christmas and New Year
• Flexible working! Where operationally possible, our roles require a combination of office days and working from home (please speak to the hiring manager about this particular role)
• You can volunteer for and/or attend events – The King's Trust Awards, Pride, active events etc.
• In-house learning platform! Develop your skills for your career and your role
• Benefits platform! Everything from health and financial well-being support to discounts on your favourite restaurants, shops and cinemas.
• Personal development opportunities through our Networks – KT CAN (Cultural Awareness Network), KT GEN (Gender Equality Network), KT DAWN (Disability & Wellbeing Network), and PULSE (LGBTQIA+ Network).
• Fantastic Family leave! Receive 13 weeks of full pay and 13 weeks of half pay for maternity and adoption leave. Receive 8 weeks of full pay for paternity leave.
• Interest-free season ticket loans
• The Trust will contribute 5% of your salary to the Trust Pension Scheme
• Generous life assurance…