Please note: Shift patterns may vary depending on non-working days and the rotation in place at the time, but will always include 2 early shifts, 2 day shifts, 2 late shifts and 2 weekend shifts over a 6x week rotation.

About you

The successful candidate will demonstrate the following skills and experience:

• Experience of working in a contact centre environment (essential)
• Experienced in dealing with multiple customer queries and remaining calm under pressure
• Experience of speaking confidently to customers via multiple channels; phone, webchat and email
• Experience of using a Customer Relationship Management system to record accurately the organisation’s interactions with customers
• High levels of resilience and experience of dealing with emotional or impactful content
• Experience of working towards goals/KPIs (for example call performance such as average handling times and wrap times)

Please note: All candidates are subject to a criminal record check for this role. This cost will be covered by Macmillan, and all enhancements must be declared prior to the check.

This role requires a quiet and private space to work where calls cannot be overheard, and a stable home broadband connection with a minimum of 50 Mbps download and 10 Mbps upload speed. Higher speeds may be necessary depending on system access and telephony requirements.

Benefits

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment process

Application deadline: 23:59 on Monday 26th October

First stage assessment dates: Assessments will take place via Microsoft Teams between Monday 9th November and Thursday 12th November. The first stage will consist of a fictitious role play telephone call and written response task to a person affected by cancer, which will be an opportunity to demonstrate your customer service and support skills.

Formal interview dates: Interviews will take place via Microsoft Teams between Monday 16th November and Friday 20th November

Training dates: The first 4 weeks in the role will be dedicated to essential induction training with a provisional start date of Monday 11th January 2027. We request that you try to avoid booking annual leave during this induction period so that you can benefit the most from the training period.

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

So we can support you to be your best during the application or interview process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice and reasonable adjustments.

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.