An exciting and rare opportunity has arisen for a Helpline Supplier Manager to join our Operations Team. The Combat Stress helpline is a highly valued service for Veterans and Armed Forces Serving Personnel and their families, recieving approximately 17,000 requests for help and support every year. The helpline service is provided via a third party organisation and you will be responsible for assessing and reviewing the performance of the helpline supplier against their contractual obligations to ensure that Veterans receive the best possible, high quality service courtesy of the helpline. In addition, you will be responsible for working with the supplier to proactively promote a policy of continuous development by identifying areas of the service where improvements can be made to further enhance the experience for Veterans accessing the service.
You will be responsible for chairing weekly and monthly supplier performance meetings and for analysing operational reports and management information data. You will also be responsible for reporting on the performance of the helpline to internal and external key stakeholders.
This role is subject to a DBS check.