The Woodland Trust
Service Delivery Manager
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Service Delivery Manager
The Woodland Trust is looking for a Service Delivery Manager to help us deliver strategic and operational plans.
About the Role
Key Responsibilities
- Manage and deliver a successful call centre/back-office operational process
- Lead a successful team, including supporting and training staff as required
- Interpret and apply the support services strategy and vision to achieve:
- Departmental and campaign KPIs
- Monitor and embed best practice across the team
- Review real-time service performance to ensure achievement of:
- Financial goals
- SLA (Service Level Agreements) targets
- Quality metrics
- Recommend and implement system and procedural improvements
- Developments in operational efficiency and service delivery
- Equity-based role with attendance at head office in Grantham, Lincolnshire, four out of five days per week
The Candidate
Essential Requirements
- Proven experience in managing a successful call centre at a senior leadership level
- Strong communication skills with the ability to build and maintain:
- Successful stakeholder relationships
- Experience in shaping and implementing organisational strategy
- Technical knowledge of:
- Microsoft suite
- Telephony systems
- Reporting and fulfilment solutions
- Project management experience, including the ability to:
- Coordinate multiple workstreams
- Strong problem-solving and prioritisation skills
- Knowledge of:
- PCI:DSS compliance
- Gift Aid
- Direct Debit processes
- FRSB (Financial Regulator Standards Board)
- Data privacy requirements
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Benefits and Wellbeing
Joining our team means contributing to environmental conservation while maintaining a positive work-life balance. We offer:
- Enhanced Employer Pension
- Life Assurance
- Flexible & Hybrid Working Options
- Generous Annual Leave (25 days + bank holidays, pro rata’d for part-time roles)
- Buy and Sell Holiday Scheme
- Enhanced Parental Pay
- Employee Assistance Programme
About Us
The Woodland Trust is the UK’s largest woodland conservation charity. Our goal is a world where trees and woods thrive for people and nature. We empower individuals to act against climate and nature crises through projects dedicated to protecting, restoring, and creating vital woodlands and trees.
Our Commitment to Diversity and Inclusion
We aim to reflect society’s diversity to ensure all people—regardless of background, identity, ability, or circumstance—gain the benefits of thriving woodlands.
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- Under-represented communities in the conservation sector include:
- People of colour
- Disabled individuals
- If you identify with either, we strongly encourage you to apply.
- Support available: Contact us to discuss accessibility requirements for the application process via recruitment@woodlandtrust.org.uk
Application Advice
To ensure a fair process, we mask personal details from hiring managers and do not request a CV. Focus on:
- Answering the Application Questions to demonstrate your skills and passion.
- Applying even if you don’t meet every requirement—we’re inclusive.
Acceptable Use (AI Clarification)
- We support AI tools for restructuring or editing application content, particularly for accessibility.
- Requirements:
- Submitted responses must reflect your own experience, skills, and understanding.
- Interviews require independent, non-AI-supported, responses.
For support during any stage of recruitment, contact recruitment@woodlandtrust.org.uk.
Apply Now
Make a difference by joining us. Apply today—early submission is encouraged as the role may close at any time.
Contact: recruitment@woodlandtrust.org.uk Interviews: Microsoft Teams, 30th July 2026
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