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Client Services Coordinator

3 months ago

Thetford, Norfolk, United Kingdom Forestry Commission Full time

Position Overview

The Customer Engagement Specialist 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 delivering exceptional customer service and representing the Forestry Commission professionally, particularly concerning event ticketing, memberships, advance sales, and various other Customer Relations functions. Key responsibilities include sales, administrative tasks, and addressing customer inquiries.

This is a part-time position with hours distributed over three days each week, from Monday to Sunday. The role entails regular weekend, public holiday, and evening shifts, necessitating a standard 7-day contract.

The position is situated within the Customer Relations Team, with opportunities for flexible blended working arrangements. Please note that this role is exclusive to candidates based in the UK, and occasional travel across England may be required.

Key Responsibilities:

  • Deliver customer support for event ticketing, membership, and fundraising, including phone sales, resolving online issues, providing product information, managing customer feedback, processing renewals, handling gift purchases, and addressing general inquiries.
  • Achieve the expected conversion rate for ticket Refund Protection.
  • Ensure a high standard of service for all customers, including those with additional needs or access requests.
  • Monitor and respond to customer communications via team email accounts.
  • Conduct all transactions and customer support in accordance with established policies and procedures, including GDPR compliance, financial transactions, direct debits, and fraud prevention.
  • Perform administrative duties such as stock management, database maintenance, and other relevant tasks as needed.
  • Support the implementation and use of other CRM systems within the Forestry Commission.
  • Contribute to effective teamwork by proposing new ideas and providing feedback on products and processes.

The Customer Relations team consists of skilled sales and fulfillment professionals.

You will be at the forefront of our customer service support team, managing a diverse range of inquiries via telephone and email.

The successful candidate will report to the Customer Relations Deputy Manager.

Candidate Profile:

Essential Qualifications:

  • Demonstrated administrative proficiency and attention to detail.
  • Proficient in IT, with experience using Microsoft Office applications (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.
  • Background in delivering customer service within a membership context.
  • Extensive experience with CRM databases and ticketing software.

Behavioral Competencies:

Applicants will be evaluated based on the following competencies during the selection process:

  • Collaboration
  • Effective Communication and Influence
  • Quality Service Management
  • Timely Delivery

Benefits:

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

  • Tailored learning and development opportunities.
  • Flexible working environment.
  • A culture that promotes inclusion and diversity.
  • Comprehensive 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.
  • Three days of volunteering leave each year.
  • Blended working arrangements, allowing for a mix of home and office work, subject to role requirements and regular review.