Customer Services Officer

19 hours ago


Surbiton, United Kingdom Absolutely Recruitment Full time

**Customer Services Contact Officer - (Charity Fundraising & Retail)
Based near Surbiton**

**Salary: 27,000 per annum**

**Full time office-based role (temp - perm considered - start ASAP)**

**Free parking**

We are recruiting on behalf of our client a not-for-profit organisation based near Kingston, who are looking for a Customer Contact Officer for the Fundraising and Retail division. You will aim to continuously improve the customer experience and ensuringthat all customers receive an outstanding level of care and attention.

**Person Specification**
- Proficient in Microsoft Office
- Knowledge of CRM systems - Donaflex or Chariot desirable but not essential
- Experience of providing excellent customer service
- Understanding and experience of customer relationships
- Working knowledge of data protection and Fundraising regulations
- Tactg diplomacy and high degree of confidentiality Strong analytical and numeracy skills
- Strong written and verbal communication skills
- Excellent attention to detail

**Key Responsibilities**
- Manage all administrative tasks to a high quality ensuring all activities are carried out in full compliance with policies and procedures and are in line with legal requirements such as the Data Protection Act and PCI compliance.
- Support customer care when required and resolve queries or complaints effectively and to a high standard
- Ensure the quality of our service is provided in accordance with standards set by the Customer Contact Hub Lead
- Accurately create and maintain database records, including updating contact details**,**logging communications etc., ensuring consistency at all times
- Ensure consistent delivery of high-quality customer care for all customers.
- Ensure all enquiries/complaints are passed on to relevant staff and that they are logged, reported and acted on appropriately.
- Provide effective management and leadership of a Customer Contact Assistant to ensure motivated performance, high quality service delivery, professional development and achievement of plans.
- Conduct annual staff performance reviews of Assistant and review progress on a regular basis and record all staff holiday, sick & special leave.
- Maintain strict confidentiality at all times
- Liaise with the relevant departments regarding issues, activities and projects.
- Maintain paper and computer office records as required.
- Organise and complete administrative procedures for petty cash reconciliation in line with policy.
- Update EPOS back-office systems as required including production of management reports, including ad hoc weekly & monthly reports required for operational purposes.
- Carry out financial reconciliation of all shops’ banking and other selling channels, resolving discrepancies, and providing the Accounts department with accurate and timely information.
- Lead on invoice reconciliation, problem solving and relationship management with external suppliers, banks, post office, etc.
- Ensure that equipment and supplies are ordered for shops as required.
- Supervise office volunteers ensuring routine processes are maintained.



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