Job Description

About Advice Direct Scotland

4 Day Week Employer

Advice Direct Scotland is Scotland's largest digital advice charity. We support citizens across consumer, energy, debt, welfare and other advice lines through telephone, webchat and email.

We are a small organisation, so managers here have a wider remit than in larger contact centres, this is a hands-on role.

Full-Time Position:

31.25 hours over 4 days (Monday-Friday)

Work location:

On-site (Glasgow)

You will lead one frontline team which may include colleagues working remotely or in a hybrid model. The role is hands-on: you will coach advisors, ensure a high quality of service, and make real-time adjustments so we meet our service targets.

Because we are small organisation dealing with a wide remit of advice, you'll run end-to-end team operations yourself, rota and live tweaks to maximise utilisation, coaching/QA follow-up, and MI actions, rather than handing off to separate functions.

Job Purpose

Innovation and creativity are at the heart of everything we do. They ensure we provide high-quality advice services when and where people need them.

This role exists to ensure the successful management and continuous improvement of your team's service delivery across telephone, webchat and email.

The role requires strong experience in managing people in a remote or hybrid environment while maintaining performance, engagement, and wellbeing.

We need a manager who is motivated, inspiring, and able to meet targets in a fast-paced and often challenging environment. The manager must encourage engagement, development, confidence, and a strong sense of belonging

for both office-based and remote team members

.

We are looking for an individual who is:

Driven Ambitious Engaging Personable Caring Highly Competent

Key Areas of Work

Delivery of Contact Centre SLAs

Create and analyse the team rota

(breaks/shifts) and make

real-time tweaks

to staffing as demand changes during the day to keep SLAs on track. Deliver inspiring

coaching and mentoring

to ensure team members are developed and inspired to be the best they can be. Effectively

manage performance

and service delivery for both on-site and remote advisors. Use

digital tools to monitor productivity

, quality, and engagement of remote team members. Handle

escalated customer issues and complaints

, ensuring the customer is at the heart of the solution.

Identify trends

and customer feedback and present clear findings to management. Analyse

call recordings, emails and live chats

to assess agent quality, identify training needs and drive continuous improvement. Recognise and report on customer journey improvements Create management reports on trends and case studies to influence the direction of other departments Ensure

adherence to company policies and procedures

.
Team Support

Build strong, trusting relationships across office-based and remote teams.

Maintain visibility and management presence for remote staff.

Run effective virtual one-to-ones, coaching sessions, and team meetings.

Keep accurate and fair oversight of performance and wellbeing. Support advisors who regularly deal with challenging conversations.

Ensure remote colleagues feel connected, supported, and part of the wider organisation.

Strategic Decision Making

Understand and deliver your project's strategic objectives, recognising how daily decisions can have a positive or negative impact. In a

small, hands-on organisation

, your remit is

broader than in larger contact centres

; you'll make

practical, day-to-day decisions

that directly impact service and team wellbeing.

Person Specification

Essential

Ability to work under pressure in a fast-moving environment. Minimum 3 years recent experience in a contact centre environment as:
- A Team Manager in a smaller centre with a wide remit, or
- An Operational Manager in a larger centre with a more specialised remit.

Proven experience managing remote or hybrid contact centre teams. Hands-on experience

building and adjusting a rota

and managing

live operations

. Ability to maintain engagement, performance standards, and wellbeing in a remote setting. Inspirational leadership style and strong role modelling. Strong multi-tasking and organisational skills. Attention to detail when maintaining records, planning and delivering. Experience using

ICT and basic data (Excel/Sheets)

to guide simple, practical actions. Proven ability to

develop people

to achieve personal and organisational goals. Ability and willingness to work as part of a team. Proven ability to give and receive feedback objectively and sensitively with a willingness to challenge constructively. Knowledge of

performance metrics and reporting

.

Office based in Glasgow, with responsibility for managing both on-site and remote team members.

Desirable

Knowledge and experience of working within the

advice sector

.

Remuneration:

In return, we offer a competitive salary of

38,160

for a 4-day week within the sector.

We also offer 30.5 days annual leave (38 pro rata), 8% pension contribution, death in service insurance, and reward and benefit programmes.

Job Type: Full-time

Pay: 38,160.00 per year

Application question(s):

Do you have proven experience managing remote or hybrid contact centre teams? Are you able to work from our Glasgow office while managing remote and hybrid team members? How many years of experience do you have in a Team Manager or Operational Manager role within a contact centre environment? Do you have hands-on experience with rota planning and managing live operations? What is your current notice period? What is motivating you to look for a new role at this time? Do you have experience coaching and managing performance remotely through virtual one-to-ones and team meetings?
Work Location: In person