Customer Relations Co-ordinator

Job summary

What you’ll do…

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, fundraising and Customer Relationship Management (CRM).

This is a fixed term appointment for 12 months (maternity cover), full-time role for 37 hours per week, worked across 5 days from Monday to Sunday. The nature of the work includes requirement for regular rota'd weekend, public and privilege holiday and evening working. To accommodate this, a rostered 7-day contract will be issued as standard.

Please see the job description below for more information and details about what we need from you.

Where you’ll work…

The location of this post is within the Customer Relations Team based in Thetford Business Centre, Thetford, Norfolk, with flexibility for some optional blended working. 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 responsibilities & accountabilities

• Working alongside Customer Relations colleagues to fulfil new sales requests and incorporate new areas of the business into the functions. 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 CRM sales system, events and membership products as required. Maintain products on CRM system throughout the sales period ensuring all online information (on CRM 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.
• Co-ordinate 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 Co-ordinators in ticketing and membership, as required either to support peak delivery periods or to cover periods of leave.
• Co-ordinate fundraising delivery and customer service within the team.
• Cover front line customer service delivery answering customer phone calls and emails (primarily delivered by Customer Relations Assistants), 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.
• Assist with any other tasks to support the smooth running of the business unit as directed.

And any other tasks, reasonably requested by your 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 will report to the Customer Relations Membership Support Manager

Person specification

Skills, knowledge & experience

Essential professional and technical experience

• Proven administrative ability and attention to detail.
• Competent IT user with experience of Microsoft suite of applications (Word Excel, Teams and Outlook).
• Experience of working with CRM database software and Sales Force
• Exemplary customer service skills including experience of handling complaints

Desirable professional and technical experience

• 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 Fundraising 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

Qualifications

Essential

• Professional experience gained in a related role.

Desirable

• Full UK driving license

Behaviours

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

• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of £30,105, Forestry Commission contributes £8,721 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.

How to apply…

We cannot accept applications via email. Please follow the steps outlined below. Any CVs and/or personal statements sent outside the system will not be considered for shortlisting.

You will be asked to write a 200 word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form.

The Behaviours being assessed at interview are –

• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service
• Working Together

You may also be assessed on Experience, Strength based questions, and/or the Technical Success Profile at the interview. The technical element could include a presentation, practical or written task.

Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.

If you require any reasonable adjustments, please email fcrecruitmentteam@forestryengland.uk.

If you're planning to use AI to support your application, please ensure you've read our guidelines here first.

Read more about our application process and working with us on the Forestry England website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : FC Recruitment Team
• Email : fcrecruitmentteam@forestryengland.uk

Recruitment team

• Email : fcrecruitmentteam@forestryengland.uk

Further information

Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact FCE by email: englandhr.services@forestryengland.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

Attachments

Forestry England Job Description - Customer Relations Co-ordinator (PB6a) Opens in new window (pdf, 172kB)