Correspondence Manager

Posted 6 days agoExpires in 26 days
Westminster, London
Fixed Term Full Time
£36,781 rising to £40,250 after probation

Lambeth Palace is a unique building of significant historical and global provenance. It is, first and foremost, the home of the Archbishop of Canterbury and his family, as well as home to a wider, diverse and thriving, residential community. It is also an office and the epicentre of the Archbishop of Canterbury’s ministry to the Church of England and the global Anglican Communion. It is a Grade I listed building comprising various listed buildings dating from the 12th to the 20th centuries, set within 10 acres of beautiful landscaped gardens.

By its nature and location, Lambeth Palace is seen as an iconic statement of the values and the nature of the Church of England, the Anglican Communion and the ministry of the Archbishop of Canterbury. As such, the way it is run and managed is essential to the witness and ministry exercised or exemplified within its boundaries. It requires flair to work well, joy to give atmosphere, peace to encourage ministry and love to welcome guests of all kinds. In collaboration with colleagues and the Archbishop, the Correspondence Manager plays a role in the setting of the tone and ethos of the Archbishop’s ministry.

As a nationally and internationally significant religious leader, the Archbishop of Canterbury receives thousands of letters, e-mails, invitations and phone calls from members of the public every year, each of which needs to be carefully examined and an appropriate response given and recorded.

In collaboration with colleagues at Lambeth Palace, the Correspondence Manager plays a key role in setting the tone and ethos of communication with the public and thereby, leads an important practical extension of the Archbishop’s ministry.

As Correspondence Manager, you will be leading the team which is – for the most part – the interface between the general public and the Archbishop. You will have principal responsibility, at Lambeth Palace, for the effective delivery of the correspondence operation, ensuring it is effectively and efficiently managed, aligned with agreed objectives and strategy.

With a confident and diplomatic approach, you will have the emotional intelligence and communication skills necessary to ensure correspondents are responded to sensitively and graciously.

This post will be offered on a fixed term contract which is expected to last for one year, subject to review and the possibility of extension.

Interviews will be held on the 15/16th January 2020.

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme. For further information please visit here

The Role

  • To manage the Correspondence team, ensuring it is well led, motivated and imbued with a sense of the importance of its contribution as an extension of the Archbishop’s ministry.
  • To manage the Correspondence operation at Lambeth Palace, ensuring it is fit for purpose, reflects best practice, the right tone, contributes to and is aligned with the agreed strategic direction of the Archbishop’s ministry.
  • To provide, and ensure the team delivers, high-quality and appropriate responses to enquiries and correspondence from members of the public, ensuring that agreed timescales are met and that wisdom and proper judgement is used in escalating communications, as appropriate.
  • To ensure that correspondence is properly logged and recorded throughout its journey, escalating issues, as appropriate.
  • To ensure high standards are met and maintained in the correspondence operation, escalating issues, as appropriate.
  • To provide regular reporting on correspondence and enquiries, including on quantity, subjects and trends.
  • To be continually innovative and creative, keeping up to date with developments in correspondence management, recommending changes to systems and processes to improve communication and efficiency.
  • To work closely with the Records Manager to ensure the accurate capture, classification, and application of retention schedules in line with best practice of appropriate correspondence.
  • To provide training to all Lambeth Palace staff on the correspondence operation, correct procedures and standards.
  • To act as the system owner for the Correspondence Database, liaising with 3rd party support on bug fixes and future development needs where appropriate.
  • To take responsibility for liaising with Lambeth Palace colleagues as well as those in similar roles beyond Lambeth Palace in order to implement best practice.
  • To manage the delivery of the Archbishop’s official Christmas Cards.
  • To act as Data Protection Coordinator for Lambeth Palace, collating data for Individual Rights Requests (IRRs and SARs) in line with the Data Protection Act 2018 and NCIs policy.

The Requirements

Experience:

  • Demonstrable experience managing and responding to high volumes of correspondence within a complex organisation.

Skills/Aptitudes:

  • Sufficient interest in, and knowledge of, the ministry to which God has called the Archbishop of Canterbury, and the ministry Church of England generally, to enable the post-holder to communicate to these confidently and sensitively to a diverse range of internal and external stakeholders.
  • Ability to demonstrate a sense of the wider purpose of the correspondence operation as an extension of the ministry of the Archbishop of Canterbury.
  • Awareness of and interest in complex national and international politics and societal issues, particularly where they relate to the ministry of the Archbishop of Canterbury, and the ability to communicate both.
  • Excellent judgement in understanding and dealing with urgent and complex matters across a wide range of issues with the ability to prioritise and escalate, as appropriate.
  • An excellent command of English, including accurate spelling, punctuation and grammar.
  • Excellent word processing skills using Word, MS Office and Outlook.
  • Excellent communication skills, both written and verbal, with the ability to articulate clearly and sensitively on a wide range of issues.
  • Excellent inter-personal and diplomatic skills, with proven experience of relating to people at all levels.
  • Confident telephone manner with the ability to demonstrate the correct balance of approachability and/or authoritativeness, as the situation requires.
  • Highly emotionally intelligent with a pastoral concern for others, yet a clear dispassionate view of sometimes distressing circumstances.
  • Excellent IT skills, with the ability to remain at the forefront of technological developments in correspondence management.
  • Constantly innovative and creative with the ability to bring forward systems and processes to enable increased efficiency and effectiveness.
  • Excellent attention to detail with a sense of responsibility that the work issued is of a consistently high standard whilst delivering fast response times.
  • Highly discreet and diplomatic.
  • The ability to work calmly under pressure using initiative.
  • Proven ability to work collaboratively to achieve results.
  • An experienced line manager, with the ability to lead and motivate a team.

Desirable:

  • Experience of records and information management and awareness of current trends in both.
  • Knowledge of the structure of the Church of England.

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.

*Where applicable depending on post requirements.