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Client Relations Coordinator

3 months ago

Thetford, Norfolk, United Kingdom Forestry Commission Full time

Position Overview

The Client Relations Coordinator will be a vital member of the Forestry Commission's national Customer Relations Team. As the organization aims to enhance operational efficiency and boost profitability, prioritizing customer satisfaction is essential for future success.

This role requires the delivery of exceptional customer service and a professional representation of the Forestry Commission, particularly in relation to event ticketing, memberships, advance admissions, and other responsibilities of the Customer Relations Team. Key responsibilities will encompass sales, administrative tasks, and addressing customer inquiries.

This is a part-time position, requiring 30 hours of work per week, distributed over four days from Monday to Sunday. The role includes regular weekend, public holiday, and evening shifts. A standard 7-day contract will be issued to accommodate this schedule.

The position is based within the Customer Relations Team, with some flexibility for blended working arrangements. Please note that this role is exclusively available for candidates based in the UK, and occasional travel across England may be necessary.

Key Responsibilities

  • Deliver customer support for event ticketing, admission sales, memberships, and fundraising, including phone sales, online issue resolution, product information, customer feedback, renewals, gift purchases, and general inquiries.
  • Maintain expected conversion rates for ticket Refund Protection.
  • Provide exemplary service to all customers, including those with additional needs or access requests.
  • Monitor and respond to customer communications via team email accounts.
  • Process all transactions and customer support in accordance with established policies and procedures, including GDPR compliance, financial transactions, direct debits, and potential ticket fraud.
  • Conduct administrative tasks such as stock management, database maintenance, and other relevant duties as required.
  • Support other CRM systems utilized by the Forestry Commission, including any new systems that may be implemented.
  • Contribute to effective teamwork by suggesting innovative ideas and providing feedback on products and processes.

The Customer Relations team comprises highly skilled sales and fulfillment professionals.

As a key member of the customer service support team, you will handle a diverse range of inquiries via telephone and email.

The position reports to the Customer Relations Deputy Manager.

Candidate Profile

Essential Qualifications

  • Demonstrated administrative skills and attention to detail.
  • Proficient in IT, with experience using the Microsoft Office suite (Word, Excel, Teams, and Outlook).
  • Outstanding customer service abilities.

Desirable Qualifications

  • Experience in the music, events, or visitor attractions sectors, particularly in ticketing and customer service.
  • Experience in delivering customer service within a membership context.
  • Extensive experience with CRM databases and ticketing software.

Core Competencies

During the selection process, candidates will be assessed on the following competencies:

  • Collaboration
  • Communication and Influence
  • Quality Service Management
  • Efficiency in Delivery

Benefits

In addition to a competitive salary, the Forestry Commission contributes significantly towards your membership in the Civil Service Defined Benefit Pension scheme. Additional benefits include:

  • Tailored learning and development opportunities
  • Flexible working environment
  • A culture that promotes inclusion and diversity
  • An average employer contribution of 27% to your pension
  • A variety of well-being benefits, including 24/7 access to an Employee Assistance Programme
  • 25 days of annual leave, increasing to 30 after five years of service, plus public holidays and privilege days (pro rata)
  • Three days of volunteering leave per year (pro rata)

The Forestry Commission is committed to creating a positive work environment, regardless of your work location. Blended working arrangements are part of our flexible and inclusive approach to future working methods, allowing for a combination of home and office work, subject to role requirements and regular review.