Training And Assurance Manager - Crisis Response Contact Centre

Job Title: Training and Assurance Manager - Crisis Response Contact Centre
Job Location: Salford, Greater Manchester and home. (hybrid)
Salary: £29,970 based on 37 hours per week
Contract Type: Permanent Could you take your career to the next level as a Training and Assurance Manager - Crisis Response Contact Centre?
As Training and Assurance Manager, you will be responsible for the Training and development and quality assurance practices within the Contact Centre to support effective and efficient delivery. This will include all of the call handling and resource activation service on behalf of the wider Crisis and Emergency Response team. You will also support the activity of the team leaders in coordinating the operational staff team.
A day in the life of a Training and Assurance Manager will involve:

• Delivery of our Crisis Response work across the UK by liaising with partners and communicating with key staff effectively.
• Responsible for ensuring CRCC officers are trained, supported, and are providing aconsistent quality service to our partners.
• Work collaboratively with the wider CR&CR team to ensure business needs are met whilst ensuring effective communication and an optimal working environment for staff, volunteers and Red Cross partners working in the field.
• Monitor communications to ensure that the needs of the caller are met and processes and procedures are properly adhered to.
• Ensure all competency and quality requirements are met and the highest standard of service delivery is provided through continuous development of quality assurance processes.
• Responsible for adherence to quality assurance frameworks within Crisis and Emergency response.

To be a successful Training and Assurance Manager, you'll need:

• Knowledge of how to improve service quality through the implementation of quality assurance processes
• Knowledge of staff and volunteer supervision and effective support of teams operating in stressful situations
• Strong IT proficiency
• Experience of call monitoring and call handling in an emergency response environment
• Experience of monitoring and developing people to deliver high quality services to service users, partners and stakeholders.
• Experience of designing, developing and providing Training and development tools to support effective service delivery
• Experience of managing effective communications in stressful situations
• Experience of supporting operations and processes in a call handling environment, delivering high quality outcomes

The closing date for completed applications is 23:59hrs on Sunday the 25th of February 2024 with interviews to follow.
Please apply early, as we'll be reviewing candidates throughout. We reserve the right to close the ad in advance of the published date.
In return for your dedication and expertise, you'll get:
* Holidays: 36 days annual leave (including bank holidays) + option to buy 5 extra days.
* Pension scheme: Up to 6% contributory pension.
* Flexible working: We do our best to accommodate your preferred work style.
* Learning & Development: Wide range of career opportunities + comprehensive learning.
* Discounts: Access to Blue Light Discount Card and employee benefits platform.
* Wellbeing Assistance: Access to mental health and wellbeing assistance.
We are proud to participate in the disability confident scheme for roles based in the UK. During the application process, you will be asked if you wish to apply under the scheme.
At The British Red Cross, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff and volunteers. We remain dedicated to ensuring our teams can bring their true selves to work without risk or fear of discrimination. We do this through regular data reporting, and the assistance of our internal Race and Equality Network (REEN). LGBT+ Network, our Disability and Wellness Network (DAWN), Gender Network, Carers Network and Youth Network.

Proud member of the Disability Confident employer scheme