Customer Relations Co-ordinator - Thetford, United Kingdom - Forestry Commission

Forestry Commission

Verified Company

Thetford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Details:

Reference number:

Salary:

- £26,534

A Civil Service Pension with an average employer contribution of 27%
Job grade:

Administrative Officer

Pay Band 6a
Contract type:
Fixed Term
Loan
Secondment
Length of employment:
2 year fixed term appointment until 31 July 2025 (Fixed Term Appointment with the possibility of extension or permanency but no guarantee)
Business area:

Forestry England
Type of role:
Operational Delivery
Working pattern:
Flexible working, Fulltime, Job share
Number of jobs available:
1Contents

Location

About the job

Benefits:

Things you need to know

Location

The location of this post is within the Customer Relations Team based in the Innovation Centre, Thetford, Norfolk, with flexibility for some optional blended working (see details below).About the job

Job summary:

The Customer Relations Co-ordinator will play an active role, co-ordinating activities within Forestry England's national Customer Relations Team.

As Forestry England moves to increase its business efficiency and grow profit margins, putting customers at the heart of what we do is crucial to the success of the future organisation.

Work areas include membership, event ticketing, advance admission sales, volunteer database and Customer Relationship Management (CRM).

The location of this post is within the Customer Relations Team based in the Innovation Centre, Thetford, Norfolk, with flexibility for some optional blended working (see details below).

Please be aware that this role can only be worked in the UK and not overseas.

The post responsibilities cover the whole of England and it is expected that the post holder will need to travel occasionally.

Job description:

Key Work Areas:

Working alongside Customer Relations colleagues to fulfil new sales requests and incorporate new areas of the business into the functions of the team. Some examples include direct debits, national membership, fundraising for legacies and appeals, and increased supporter development.
Working with our partners and using the tools within our CRM systems to implement new functionality to improve customer journeys.
Working with teams across Forestry England, as well as external partners, to provide a high quality, seamless ticketing service to customers. Responsibilities include overseeing ticketing projects, liaising with event organisers to obtaining all required information. Provision of regular sales updates, data management and final event listings to these event organisers.
Create and set up, on SRO sales system, events and membership products as required. Maintain products on SRO throughout the sales period ensuring all online information (on SRO and Forestry England website), rules and settings are accurate.
Support delivery of Direct Debit payments, including submission, failures and cancelations, liaising with relevant parties to resolve, following Bacs guidelines.
Provide high level support for other CRM systems used in Forestry England. This will include any new CRM systems procured and implemented.
Coordinate own tasks efficiently, ensuring a high level of customer service is delivered. Ensure compliance with policy and procedures, including financial transactions, direct debit and GDPR
Cover project work of the other Customer Relations Coordinators, as required either to support peak delivery periods or to cover periods of leave.
Support the Customer Relations Deputy Manager and Customer Relations Membership Support Manager in delivering training for Customer Relations Assistants and any temporary staff, including preparing info sheets and guidance manuals required. Coach team members, and feedback to their line manager.

The Customer Relations team is a unit of highly capable and skilled sales and fulfilment individuals. You will also be at the forefront of Forestry England's evolving CRM developments.

The post holder will report to the Customer Relations Membership Support Manager.

Person specification:

Essential

Proven administrative ability and attention to detail.
Experience of working with CRM database software
Exemplary customer service skills including experience of complaints handling

Desirable

Knowledge and experience of working within the music industry, events industry or visitor attractions, in both Ticketing and Customer Service context.
Experience of using specialist Ticketing, Membership, or Volunteering CRM software and implementing new functionalities within these systems
Experience in Direct Debit management and Bacs processes.
Experience of supervising and training team members in a customer service role

Behaviours:

We'll assess you against these behaviours during the selection process: