Customer Service Management Jobs
South West Advocacy Network supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe.
To help us with our shortlisting, please send a supporting statement/cover letter with your application telling us why you are right for this role. The successful applicant will work from our Poole or Dorchester office
Service Managers are responsible for their services meeting targets and delivering on contract requirements, including providing the data required for contract and organisational monitoring.
The Service Manager role assumes responsibility for all aspects of SWAN’s Dorset statutory advocacy services. This includes a wide range of advocacy including IMCA, Care Act, IMHA, CHC, Carers and Generic advocacy, and advocacy for parents during child protection proceedings. Our Service Manager is also responsible for the mobilisation and delivery of SWAN’s social value projects in Dorset.
The role requires a positive approach and a high degree of personal responsibility. The Service Manager is responsible for the Dorset team’s performance. Service Managers are experienced and inspirational leaders. They have, or are willing to work towards, a level 5 management qualification.
The post is subject to 2 references including previous employer, evidence of right to work in the UK and an enhanced DBS check.
Direct reports:
Team Supervisors & Supervising Advocates
Duties and responsibilities: General
- To work collaboratively with other mangers and assist, when necessary, with providing cover during periods of absence and play an active part in SWAN’s Leadership Team
- Act as the safeguarding lead for the service
- Stay up to date with relevant legislation, changes to practice and wider activities relating to advocacy; to input to policies / procedures (COVID-19, LPS etc).
- Act as a role model for exemplary behaviour, attitude and mindset, embedding a culture of trust and accountability and challenging non-congruency and negativity
- To undertake all training as necessary and stay up to date with Continuing Professional Development
- Support SWAN to ensure that Advocacy Quality Performance Mark practices are business as usual
- Take responsibility for embedding good Health and Safety Practices and adhering to the Health and Safety Policy
Supervision and Development of Direct Reports
- Responsible for the recruitment of their service team
- Responsible for the effective induction of new staff members and support through their induction period
- Undertake regular supervisions and Personal Development Reviews in line with the Company requirements for all direct reports
- Organise and lead regular team meetings, to provide minutes, actions and documentation for each meeting. Team meetings will include professional development and guest speakers
- Deliver training workshops to the team, including lone working, safeguarding refreshers and the Purpose and Principles of Independent Advocacy (Unit 301) in line with Company requirements and maintain records of attendance
- Ensure all team members’ training is up to date and work with the Training Manager to create new opportunities to upskill the workforce
- Undertake all other people management responsibilities for the team in relation to absence and performance management
- Manage disciplinary and grievance issues if and when they arise
Management of Services
- Lead and manage the service in the delivery of outcome focused, issue based, person directed advocacy, in line with the relevant legislation for the advocacy discipline, regulations, codes of practice and internal policy and procedures
- Mobilise and manage local social value projects
- Responsible for the effective triaging of referrals and allocations of casework after considering prioritisation of cases, current caseloads and team members’ skill set
- Provide temporary cover for own team’s case work during periods of absence
- Complete accurate recording and reporting of all service data
- Ensure the timely completion of high quality commissioning report narratives and case studies
- Work proactively with the statutory services to promote the service, problem solve and uphold the agreed engagement protocols
- Communicate and negotiate effectively with a wide range of people, including commissioners, health and social care professionals and voluntary sector staff
- Identify risks in delivering the service and ensure compliance with risk management procedures
- Ensure the effective management of de-escalating client issues and handling of complaints
- Attend stakeholder meetings, forums and networks
- Ensure that good relationships are developed and maintained with other service providers
- Raise the profile of SWAN in the local area by any means identified as necessary
Qualifications Required:
- Diploma in Independent Advocacy Qualification (City & Guilds level 3 or 4) or willing to work towards.
- Level 5 Management qualification, or willing to work towards
Experience and Knowledge Needed
Experience and knowledge crucial for the role:
- A record of delivering advocacy or health and social care services
- Experience of managing people and resources;
- Knowledge of contracted services in the voluntary sector
- Understanding of the principles and role of advocacy
Other:
The post is subject to 2 references including one previous employer, evidence of right to work in the UK and an enhanced DBS check.
If you would like to join us, SWAN will offer you;
- A supportive working environment
- Flexible working to fit around your personal circumstances
- Regular person-centred Supervision
- Training and development opportunities
- Minimum 25 days annual leave plus bank holidays
- 6% Employer pension and 2% employee contribution
- Employee Assistance Scheme, offering a free and confidential helpline for you
- A Wellbeing Day – a paid day from work to allow you time to focus on your own wellbeing
- A day off on your Birthday
- In-house Mental Health First Aider
- Access to an Employee Reward Scheme offering online and instore discounts at a wide range of high street retailers,
Equality, diversity, and inclusion are core to our values. In the selection of our staff, we are committed to equality with regards to protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex. and sexual orientation. We welcome applications from disabled people. The Employee must ensure a positive commitment towards equality by treating others fairly and not committing any form of direct or indirect discrimination, victimisation, or harassment of any description and to promote positive working relations amongst employees, suppliers and customers.
South West Advocacy Network supports and empowers people to have a voice, by ensuring access to quality, independent advocacy.
The client requests no contact from agencies or media sales.
As our Finance Manager you will be at the heart of the charity’s operations and play a vital role in helping us embark on a new 3-year strategy. Working closely with the Director of Operations and CEO your role and expertise will be pivotal in driving excellence and integrity in financial management and strategic financial decisions.
Your responsibilities will span the entire financial lifecycle, from budgeting and forecasting to meticulous reporting and process optimisation, you will also lead on management reporting, cashflow planning and the delivery of WellChild’s audit, Annual Report & Accounts.
You will have a detailed knowledge of accounting principles (ideally from within the charity sector), strong analytical skills; be able to demonstrate both operational and strategic thinking and have a proficiency in accounting alongside a relevant finance qualification; (ACA, ACCA, ACMA).
You will also need to have advanced excel skills, experience of charity accounts, SORP and charity VAT and be able to plan, prioritise and organise your work with impeccable attention to detail.
For full details of the role and contact details for a furhter discussion please see the Job description/ person specification and job advert documents.
We look forward to recieveing your application by the 20th May 24.
The client requests no contact from agencies or media sales.
Summary
- Strive for Excellence
- Show Compassion
- Respect others
- Collaborate
- Act with Integrity
- Respond to customers on the Housing helpline, managing enquiries, raising contacts in a CRM database, with a view to tracking and tracing, follow up and offering excellent customer Service.
- Responding to customer queries and complaints via telephone, email, and inboxes, responding in line with SLA's and policy to promote a customer focused service.
- Take ownership of complaints by responding in line with policy, escalating when necessary, taking ownership of resolution and communication promptly .
- Deliver the void (unoccupied) property bulletin, using web based systems, ensuring data and information is accurate. Distribute to customers in required format on a scheduled basis as directed by the property team.
- Business Information sharing - Take full responsibility to undertake critical data checks, utilising systems and other documentation, to verify data is reliable and correct. In line with GDPR share data with relative third parties.
- Manage and maintain relevant computer based property and client records taking personal responsibility for ensuring the accuracy of data and recorded information.
- Provide detailed reports and information to produce mail-merge data, stakeholder and business information in line with key deadlines and compliance.
- Managing retention and disposal of information and files in line with GDPR and departmental policy.
- Manage the incoming mail service delivery through electronic means as well as incoming post (Church House), liaising with key business partners to establish a routine method of ensuring correspondence is directed to the correct team / department , cheques are handled in line with financial requirements and documents are returned where necessary.
- Manage standard letters / generic forms / I&R assessments as required, delivering a robust support service across the wider housing team.
- Create new and amend existing third-party details and ensure the accuracy of recorded information
- Liaise with utility suppliers, Local Authorities, customers and colleagues to ensure accuracy of data, including meter readings, void and occupancy date for council tax.
- Provide supporting information to clarify property status and request amended accounts to reflect this.
- Where necessary, investigate and respond to enquiries, including account queries, this may include enquiries from contractors, suppliers and other third parties.
- Challenge where necessary, to ensure value for money and quality of service from suppliers.
- Manage meter move requests and arrange prompt payment whilst liaising with all involved parties.
- Take responsibility for the day to day processing of payments across the Business team to include all departmental accounting functions in relation to works orders, purchase and framework orders, credit notes and invoices across charity and administrative company accounts, with particular focus to void costs, within required timeframes and in line with Service Level Agreements.
- Produce data uploads for finance transactions, ensuring accuracy of data and sign off completed data.
- Working collaboratively alongside our Finance and Resources partners to ensure prompt payment and when required, investigate queries that arise.
- Escalate issues and problems to managers when necessary to ensure payments are made on time, thus avoiding late payment fees and charges.
- Where necessary, engage with suppliers, contractors and customers ensuring that information is clear, concise and understood to achieve resolution.
- Support the management of the legacy mortgage scheme, supporting the Business Services Team Leader and Business Administration Officer (Mortgages), providing clarity and support on a range of queries and tasks.
- Manage quinquennial inspections in line with stakeholder agreements, refunding customers and producing monthly update reports.
- Develop knowledge and skills on mortgage redemptions, working closely with solicitors and customers to progress and complete sales and redemptions promptly.
- To ensure that data held in QL / SAP is complete, accurate and reliable through regular assessment of data using analysis and cleansing where necessary and to take personal responsibility for ensuring the accuracy of data and recorded information across all business streams.
- Produce stakeholder reports, business reports and information to enable transparency across the business, in line with agreements and compliance.
- Data management and entry for key information relating to insurance revaluations, working collaboratively with colleagues to ensure insurance values are periodically reviewed.
- Produce and take responsibility for mail-merge data to enable communication to customers and stakeholders as and when required.
- Provide administrative support services to the business team whilst maintaining effective internal communication across all teams to ensure information is shared and understood.
- Develop a culture of team collaboration to maintain day to day Business as Usual, working together effectively to get the job done.
- To organise your work to meet key objectives, on time and to agreed standards.
- Seeking continuous improvement in the way we deliver services.
- Responsible along with team members for ensuring continuation of service in the absence of other staff.
- Review and challenge existing processes and procedures, with a view to recommending new ways of thinking and managing tasks.
- Excellent attention to detail and methodical approach to checking information and detail.
- Proven experience of operating in a customer facing multi-channel / service environment.
- Ability to support operators and senior operators in their tasks and decision-making, only escalating to the line manager if you are unable to resolve the issues within the team.
- To work collaboratively with and through others. Supporting the wider team with clear communication and direction.
- Experience of having worked in a fast paced, customer focused environment.
- Good knowledge and application of Microsoft packages with intermediate level in Microsoft EXCEL
- Excellent levels of literacy and numeracy
- High level of professionalism, care and integrity, ensuring a positive image of the organisation is promoted at all times.
- Strong time management skills
- A positive attitude and ability to adapt to changes, enabling business growth and change
- Ability to work with minimum supervision, using problem solving skills and initiative to provide a customer focused service.
- Highly organised with the ability to multi-task and be flexible to respond to service delivery requirements.
- Ability to build strong relationships
- Ability to work flexibly, balancing competing priorities and meeting deadlines whilst understanding the needs, timescales and deadlines of others
- Strong oral and written communication skills to work effectively with colleagues, customers, business partners and stakeholders
- Strong analytical skills with the ability to collect, organize and analyse, significant amounts of data with attention to detail and accuracy
- Creative and innovative thinking with the ability to develop new systems, procedures and solutions
- Experience of accounting processes including management of purchase orders and other related tasks
- Knowledge of SAP financial systems and Aareon QL Housing Management System would be beneficial.
- Previous experience of working in a housing or charity setting.
- A salary of £33,382 plus age-related pension contributions between 8-15% of salary. We will also match any pension contributions you make up to an additional 3% of salary.
- 25 days annual leave (increasing to 30 days within 5 years) plus three additional days
- Flexible working hours and location, with an expectation of just 1-2 days per week in our office in Westminster
- Structured induction programme and access to a range of development opportunities including apprenticeships
- Access to Occupational Health, and an Employee Assistance Programme
- Opportunity to the Civil Service Sports & Social Club, and get involved in a range of staff networks, groups and societies
Actively Interviewing
This organisation is scheduling interviews as the applications come in. Don’t miss your opportunity, apply now!
Job description
About the Role
We're an organisation that's all about people, our customers are Members of the organisation and the Membership Manager is responsible for delivering outstanding customer service and maximising sales for Kings Camps. Working with the Head of Sales, Service and Brand to deliver key Membership initiatives and line-manage the Membership team to drive sales and excellent service across the UK. The Membership Manager will also have training provided to contribute to our Safeguarding Team and Behavioural Support Team.
Key Responsibilities
Prepare
- Understand all aspects of the Kings Camps booking and membership services
- Understand and deliver sales and service targets
- Ensure all child details are accurate, updated and provided to relevant staff
- Monitor performance of current activities and develop new initiatives to improve customer experience and membership sales.
- Work with Head of Sales, Service and Brand to develop new initiatives and strategies and implement within Membership accordingly.
Sell
- Provide excellent customer service to both new enquiries and existing members
- Maximise bookings from potential and existing members
- Proactive telephone calls to members to encourage bookings and gather feedback
- Build our reputation with members by communicating Kings Camps values and personality consistently in all interactions
Support
- Provide timely and appropriate response to enquiries, questions and complaints
- Provide requested information to members via phone, email, post or other means
- Process supporting families, group and business bookings in line with pre-agreed targets and with guidance from the Head of Sales, Service and Brand
- Provide regular reporting to the Head of Sales, Service and Brand
- Provide other support for marketing and membership activities as requested by the Head of Sales, Service and Brand.
- Attend wider meetings as Membership representative
Management
- Line manage membership team
- Regular reviews with team members to discuss workload, performance and progress
- Responsible for recruiting and training new members of the team.
- Annual team reviews
Ideal Personal Specification
- 1-2 years’ experience in a customer service role
- Highly personable and a great team player
- High level of verbal and written communication with attention to detail
- Excellent computer skills
- Motivated by; and supportive of; the mission and values of the Kings Foundation
- Experience working within SEND/additional needs and safeguarding would be beneficial
Conditions of Work
- Based at Sheffield Head Office and with some UK travel
- Office hours: 37.5 hours Mon-Fri within 8am-6pm
- Report directly to the Head of Sales, Service and Brand
Rewards and Benefits
- Based at Sheffield Head Office
- Salary £26,000 - £30,000 pa dependant on experience
- Flexible hours to optimise maximum engagement
- Hybrid working at our Sheffield Head Office, home-working
- Office hours: 37.5 hours Mon-Fri within 8am-6pm. Membership support involves extended hours and weekend work at peak times during the year.
- 20+ days annual holiday (increasing up to 25 days during length of service) plus statutory and additional discretionary holidays
- Auto-enrolment company pension with employer contributions
- Subsidised school holiday childcare provision (for 5-15 years)
- Secure, free onsite parking at Sheffield Office
- Report directly to Head of Sales, Service and Brand with monthly 1:1 meetings
- Annual performance review
Our Safeguarding Promise
We’re committed to safeguarding and promoting the welfare of children and young people. Safer recruitment is central to the way we work and all staff and volunteers are expected to share our commitment to safeguarding, always creating an environment where young people feel safe and can thrive.
About Us
Established in 1991, Kings Active Foundation is a UK registered charity with a vision of a world where children love being active, and a mission to get children active, having fun and learning together.
We’re experts in using active games, sport and fun to connect with children via our activity programmes and we equip, enable and inspire others to deliver activity programmes.
We are a small team doing big things. We have a passion for our work and a desire to get more children active and improving their physical and mental wellbeing.
We’re committed to safeguarding and promoting the welfare of children and young people. Safer recruitment is central to the way we work and all staff and volunteers are expected to share our commitment to safeguarding, always creating an environment where young people feel safe and can thrive.
Senior CRM Database Officer
Mencap have a fantastic opportunity in the CRM Database team. We are looking for a Senior CRM Database Officer to work on BAU data process improvements, complex SQL selections, data imports and CRM training. Mencap are seeking a highly skilled database professional who wants to join a vibrant and dynamic team that is passionate about making the UK the best place to live for people with a learning disability. This is an exciting time to join the team, as Mencap are currently in the early stages of a CRM Migration project, to transition from alms NET to Salesforce.
As the Senior CRM Database Officer, you will combine your strong CRM technical and analytical skills with excellent communication skills to ensure that all our internal & external stakeholders are presented with accurate, accessible data. You will work within the Fundraising Operations team (FrOps) providing quality CRM data related support and advice to Fundraising CRM users in line with team service levels and performance targets. In this role, you will identify, implement and write up process improvements; develop & deliver complex data campaign mailing selections & analytics to Fundraising CRM system users for direct marketing purposes; provide support and cover for data import processes and deliver training and procedure guides. You will also maintain and develop our CRM data systems, ensuring our data accuracy & integrity meets all Fundraising compliance standards.
This is a permanent full-time role. We offer flexible working with at least one day per week (Tuesday) based in our London office near Aldgate East, Aldgate and Liverpool Street stations.
At Mencap, we value a diverse and inclusive workplace and we intentionally plan for the success of our colleagues in everything we do. We welcome applications from everyone, so come as you are and join us. Together we are Mencap!
Does the following sound like you?
· Experience in working on data projects, including re-designing and making improvements to complex data processes.
· Strong experience in writing and updating procedure guides.
· Experience in delivering CRM training.
· Ability to interrogate data using SQL and Excel Power Queries.
· Ability to set up and run complex data selections and reporting.
· Clear understanding of various data import processes.
· Proactive, problem solver with a can-do attitude.
· Analytical mindset, with strong attention to detail.
· Excellent communication and interpersonal skills, with ability to support multiple Fundraising teams and manage conflicting priorities and deadlines.
· Strong numeracy and data manipulation skills.
· Experience administering Charity based CRM Systems, such as alms NET and Salesforce Sales & Marketing Cloud.
· Proficiency in MS Office applications.
· Good understanding of GDPR.
We are proud to be a Disability Confident Leader and welcome applicants with disabilities to apply for all roles with us. To find out more about the scheme please visit the direct gov website
Benefits
As well as knowing that what we do is making a positive difference to people’s lives, you will receive fair pay and have access to a wide range of rewards and benefits as one of our employees.
· 32 days holiday (including bank holidays) increasing to 35 days with long service plus the ability to buy up to another 10 days via our HolidayPlus scheme
· Service related sick pay when 6 month probation is completed
· Eligibility to join Mencap Pension Plan where Mencap matches contributions up to 5% on a salary sacrifice basis meaning NI savings. If you don’t join the Plan you start, you will be auto-enrolled after three months with us.
· Membership of Mencap Pension Plan to include up to 3 times salary death in service live cover AND Income Protection of 50% salary to be triggered at 26 weeks of long term sickness
· Loans for debt consolidation, bikes, computers and phones when you have been with us for 6 months
· Interest free season ticket loans
· Discounts and cashback from 3% to 30% at high street shops including major super markets, cinemas, gyms, leisure/theme parks, holidays and much more via Mencap Extras.
· Opportunity to purchase a health cash plan to claim towards dental, glasses, therapy etc.
· Free access to round the clock employee assistance program for advice and support
· Quarterly award scheme and recognition at every 5 years through our YouRock program
· Access to award winning training and development
T&C's apply based on contract
About Mencap
We work in partnership with people with a learning disability, and all our services support people to live life as they choose. Everyone wants a purposeful job - to do something meaningful. At Mencap, we can give you that. You will have opportunities to develop as a person, colleague, leader and activist. We want to make you feel inspired to reach your potential.
Our work includes;
· providing high-quality, flexible services that allow people to live as independently as possible in a place they choose
· providing advice through our help lines and web sites
· campaigning for the changes that people with a learning disability want
Job Title: Customer Experience Manager
Salary £36,000
Hours: 35 hours per week
Location: Fully remote – home based
Benefits: NCT Membership with access to exclusive benefits, pension scheme, 30 days annual leave plus 8 bank and public holidays
About us at the NCT
A lot of people know NCT for our antenatal classes, and we want to continue to support as many parents and families as we can to access evidence-based information. But we are also much more than this. We are a charity that campaigns on the issues that matter to parents. We run breastfeeding and infant feeding support, provided by specialist counsellors. We run thousands of free community activities and events across the UK, led by our fantastic volunteers. And we support women and families facing specific challenges, such as social isolation, feeding difficulties or poor mental health.
About the role
We are thrilled to announce the opening for a commercial thinking and innovative Customer Experience Manager at NCT. If you thrive in a fast-paced environment and have a knack for turning ideas into action, this role is made for you.
The Customer Experience Manager holds a pivotal position at NCT, managing the complaints, compliments and comments processes and procedures for the organisation, as well the post-booking journey and the team that supports parents once they have booked their course with NCT. This role, alongside the Bookings Journey Manager and Head of Operations, is responsible for the management of bookings, complaints and quality of service to more than 150,000 parents each year.
You will support the delivery of our courses to new and expectant parents with trust and excellence, whilst providing essential input into maintaining and growing course income so that our charity can thrive and achieve more impact for our parents into the future.
At the heart of our mission is the 'More Parents, More Impact' pillar of our 'For Every Parent' strategy. As the Customer Experience Manager, you'll play a pivotal role in achieving this vision by driving efficiency, effectiveness, and productivity across the team. You will set and monitor clear, achievable KPIs, ensuring our team remains focused on delivering exceptional results.
We are looking for….
- A strategic thinker with a commercial mindset who has overseen bookings or sales teams.
- A leader who is forward thinking and inclusive.
- A strong leader in handling complaints, particularly focusing on high-risk and EDI (Equality, Diversity, and Inclusion) complaints.
- A process driven, bold individual who is not afraid to challenge the status quo.
If you're ready to make a real difference in the lives of parents and contribute to the success of our charity, we want to hear from you. Join us in our mission to empower parents and create a positive future for families everywhere.
The successful candidate can be based anywhere within the UK with this remote opportunity.
What we offer
We can offer flexible working based on the requirements of the role. Talk to us during the interview process to discuss your individual circumstances.
We are taking positive action to increase diversity throughout our organisation, at all levels, and to nurture a culture of inclusion for all our people and the parents and families that we support. More details about our Equity, Diversity and Inclusion action can be found here.
We are committed to zero discrimination both internally and externally regardless of visible or invisible difference such as sex, sexual orientation, age, race, ethnicity, disability, impairment, learning difference or long-term condition, religion or belief, gender identity, economic class, marital/civil partnership, family status including single parents, socio-economic background and pregnancy and maternity. We provide reasonable adjustments and are committed to an inclusive and accessible recruitment process.
We welcome and actively encourage applications from all candidates including those from under-represented groups within NCT such as individuals from Black, Asian or minority ethnic backgrounds, LGBTQI+ people and people with a disability.
The welfare and safety of individuals is at the heart of everything that we do. NCT is committed to safeguarding and promoting the welfare of children and adults and expects all staff to share this commitment.
Closing date for applications: 10am on Friday 24th May 2024
Interview dates: Wednesday 29th and Thursday 30th May 2024
Interview format: Virtual – Teams link will be sent with invite to interview.
The client requests no contact from agencies or media sales.
Actively Interviewing
This organisation is scheduling interviews as the applications come in. Don’t miss your opportunity, apply now!
Customer Services and Administration Manager, a fantastic opportunity for a senior Customer Services, Supporter Services, Supporter Care, Membership professional to a National Health Charity, based in Central North London. Hybrid Working; 3 days office based and 2 days working from home.
The Customer Services and Administration team is a dedicated and specialist team who provide all supporters, volunteers, groups, members of the public and internal customers a high level of customer service and support when contacting the charity. The team also play an important role in taking and processing credit and debit card donations made via the telephone or online and respond to Gift Aid questions and queries.
As the Customer Services and Administration Manager, managing a team of Customer Service Officers, you will ensure that on a day-to-day basis the team functions efficiently, effectively and delivers excellent customer care service to all supporters, staff and members of the general public. You will ensure all staff within the team are managed and developed so they provide a high level of support to those using the team and the services provided.
Responsibilities:
- Oversee all aspects of customer service ensuring the supporters, members and members of the public have a great experience when contacting the organisation.
- Organise a rota that ensures all the elements of the Customer Services function are comprehensively covered.
- Put processes and procedures in place to ensure agreed SLA’s and KPI’s are being met, in line with strategic goals.
- Continuously improve processes and the services provided and troubleshoot issues as soon as they arise.
- Responsible for any complaint escalation/investigation.
- Develop and manage the team, performance management and the performance development review.
- Ensure the team are processing direct debits in accordance with BACS rules and regulations.
- Deal with queries and questions raised about our direct debits processes.
- Ensure all income is tracked and all donations are banked and thank in a timely manner.
- Manage the analysis and evaluation of performance information, monitoring and reporting against objectives, outcomes, SLAs and KPIs.
- With the Data Governance team ensure data protection laws are adhered to, storage of data, review and update policies.
To be successful in the role of Customer Services and Administration Manager, you will have previous experience, skills and knowledge in the following areas;
- Experience of managing a team within a Customer Services, Supporter Services, Supporter Care, Membership department. Delivering a progressive programme of customer service delivery to internal and external customers.
- Experience of managing and responding to complaints and feedback
- Experience of processing Direct Debits payments or similar and ideally thanking of supporter donations via a database
- Experience of the BACS direct debit claiming process and following regulations
Salary: £36,309 - £42,085 per annum
Hybrid Working; 3 days office based and 2 days working from home.
Rolling Recruitment, deadline asap.
Please note: This role is being recruited on a rolling basis. If of interest, please apply asap. Due to the rolling recruitment process, the client reserves the right to close the role when required.
'Angela Mann Recruitment' is a specialist Charity & NFP Recruitment Agency, with extensive experience and knowledge of working within the sector. We match individuals to roles based on the required skills and experiences requested to fulfil a position, regardless of age, disability, gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.
Who we are:
The National Autistic Society is here to transform lives, change attitudes and create a society that works for autistic people.
We transform lives by providing support, information and practical advice for the 700,000 autistic adults and children in the UK, as well as their three million family members and carers. Since 1962, autistic people have turned to us at key moments or challenging times in their lives, be it getting a diagnosis, going to school or finding work.
The Autism Know How department, which this role sits within, supports organisations across sectors to improve both understanding and practice for professionals and employees in order to help to transform the lives of autistic people and families. We do this through diagnostic services, training, accreditation, consultancy and conferences.
What we can offer you:
- Auto-enrolled Pension Scheme
- 25 days annual leave plus bank holidays
- Excellent induction, training and development programme including training about autism and opportunities to attend our conferences
- Online staff discount scheme for a range of benefits such as cycle to work scheme, season ticket loan & shopping discounts for places such as Asda, Tesco, Sainsburys, Halfords, Nike, Apple and loads more!
- Healthcare Cash Plan
- Life Assurance at 2 x base salary
- A portfolio of fantastic new salary sacrifices benefits and other flexible benefits private health, dental insurance, car salary sacrifice scheme, activity pass, holiday trading, enhanced pension & salary deduct loans (eligibility criteria may apply)
- Access to a 24-hour Employee Assistance Programme & counselling programme
- Free access to the Headspace App – a global leader in mindfulness and you can enrol up to three friends or family members for free!
Who we are looking for:
A Permanent Customer Relations and Sales Officer to work as part of a centralised sales team, which leads all Autism Know How sales, logistic and customer support enquiries.
Managing all aspects of the customer sales journey, this role will lead and deliver an effective, timely and professional customer journey and experience, maximising income potential and repeat business to ensure performance against team sales targets and to enable the society to continue to improve its offering for autistic people.
This role will work closely with colleagues across Autism Know How, Marketing, CRM and Business Development departments, and other relevant NAS teams where required.
This role will also deliver general administration and data processing as required.
To view the job description, please click here.
Where you will be working:
Home based, with occasional travel when required.
How to apply:
- To apply for this role please click the Apply button below
- When providing a supporting statement, please refer to the job description and person specification and include any information that shows your suitability for the role.
We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.
For some roles, successful applicants will be required to complete the relevant safeguarding checks which will include additional references and criminal background checks.
Applications for this job are sought from anyone who is suitably qualified and experienced for the role but particularly welcome from those with a diagnosis of autism.
The National Autistic Society is committed to safeguarding and promoting the welfare of all children and adults who use our services and as such expects all staff and volunteers to share this commitment. Successful applicants will be required to complete the relevant safeguarding checks.
We are an equal opportunities employer.
Hours: 35 hrs per week
Contract: FTC until March 2025
Benefits:
- 27 days annual leave + statutory holidays + 3 closures days over the Christmas period;
- Flexible working for all staff including working from home / hybrid working, and flexi-time/TOIL scheme;
- Attractive family friendly policies;
- Private healthcare cover;
- Season ticket loans;
- Employee awards, and training and development opportunities.
For more information about our benefits please visit our website.
Location: London (Holborn) - flexible working arrangement can be agreed with the line manager.
An exciting opportunity has arisen to join the Customer Service (Events) team at the National Housing Federation. The Federation run a range of commercial and free to member conferences and webinars, with numbers ranging from 50-1300 registrations in virtual, hybrid and in-person formats. Our events provide housing leaders with the guidance, information and inspiration they need to deliver great services for their residents and communities.
The Customer Service Executive (Events) will provide a key level of support and assistance to the Events team through administration, registration and managing live databases and systems for the range of events and conferences – both income and non-income generating, throughout the year.
The NHF is the voice of housing associations in England. We are the trade body to almost 600 housing associations, who have grown from philanthropic roots to provide 2.6 million homes to around 6 million people. You can find further information about the NHF here: https://www.housing.org.uk/about-us/
Interested in joining an award winning events team?
Please scroll down to the bottom of the page to download the full job profile and person specification for this role.
Key elements of the role:
- Provide a central point of contact for events and excellent customer service, dealing with incoming calls, email enquiries and requests for information or queries from colleagues and members.
- Collate, update and maintain accurate delegate and wider member data in the Federations CRM system.
- Coordinate logistical event support across all events, printing and distributing event collateral, packing and couriering equipment and managing delivery services.
- Manage virtual and in-person conference registration and helpdesks. Setting up and distributing badges, resolving platform and tech issues and dealing with general enquiries.
The successful candidate:
The successful candidate will be able to demonstrate:
- Clear in both written and verbal communication.
- Excellent phone and public facing manner.
- Some experience of working with Microsoft office and/or CRM databases.
- A basic understanding of virtual, hybrid and in-person events.
- Excellent Customer service and communication skills.
Equality, diversity and inclusion
The NHF has published its equality, diversity and inclusion strategy, which was co-created with staff – https://www.housing.org.uk/about-us/transparency/who-we-are/. We are proud to be an equal opportunity workplace and we value the contribution each individual makes to our work.
We are committed to equality, diversity and inclusion and are working to increase the diversity profile of our workforce. We are currently under-represented by ethnic minorities, people with a disability or disabilities and LGBT+, and would particularly welcome applications from people in these groups.
Disability confident committed employer
We are a disability confident committed employer and if you are a disabled person who demonstrates you meet the skills and experience we consider essential for the role, we will offer you an interview.
We are happy to consider reasonable adjustments to our recruitment process if you have a disability or have a condition that you feel may affect your performance during the recruitment process. Please email Stephanie Green, People Manager at [email protected] with your request or to arrange a time to discuss in more detail.
Our role profile and job advert can also be requested in large print or in accessible format via this email address.
Uploading your CV and cover letter
If you decide to apply for this role, when requested, please upload a version of your CV that does not include any personal details, such as name, gender, age etc. You should also ensure that you do not add your name at the end of the cover letter. This will help us to shortlist candidates for interview based solely on their knowledge, skills and experience.
Right to work in the UK / UK VISA Sponsorship
You must have the right to work in the UK and it is important to note that the NHF does not sponsor individuals to work in the UK.
Closing date for applications: Monday, 27th May 2024
Interview date: 3 and 4 June 2024
Full-time (see 'Flexible working')
Flexible within the UK. Home-based, blended or fully office based (from our offices in Belfast, Cardiff, Edinburgh or London).
Closing Date: 21 May 2024
Position Ref: TB 1217
Internally the job title will be Programme Assistant.
As Programme Assistant, you will answer initial enquires to Business Energy Scotland and support the administration of individual cases to ensure that service users receive timely and effective support throughout their journey.
Who we are
Energy Saving Trust is a leading and trusted organisation, dedicated to promoting energy efficiency, low carbon transport and sustainable energy use. We aim to address the climate emergency and deliver the wider benefits of clean energy as we transition to net zero.
At Energy Saving Trust we don’t just offer jobs – we offer careers. For our people, being part of the effort to address the climate emergency makes working for us truly meaningful and rewarding.
Here are some of the benefits we offer:
• We offer an outstanding pension scheme including employer contributions of up to 9%, 11% or 13% (age-linked).
• Enhanced parental leave.
• Private BUPA insurance.
• 25 days annual leave plus bank holidays, with service-linked increases as well as three goodwill days over the Christmas period.
• Staff wellbeing allowance of up to £25 per month / £300 per year.
Please see our careers page for the full list of benefits we have to offer and why Energy Saving Trust is a great place to work.
The team
Business Energy Scotland is funded by the Scottish Government to provide free, impartial support and access to funding to help small and medium-sized enterprises (SMEs) save energy, carbon and money. As Scottish businesses try to overcome the twin challenges of high energy prices and playing their part in reducing carbon emissions, our work is more important than ever.
The role
• You will be the first point of contact for SMEs contacting Business Energy Scotland so your work will be vital in helping them start their energy saving process. After your initial contact with the business, you will forward enquiries to other members of the Business Energy Scotland team who will provide in-depth technical support.
• You will provide administrative support across all aspects of the service to ensure that programme outputs are delivered effectively and efficiently.
What you’ll do
• Answer initial telephone, online and email enquiries from businesses. Response templates will be available, and you will take note of key information.
• Provide administrative support by recording key information on a range of IT systems.
• After you receive an initial enquiry, you will hand over the case to another member of the Business Energy Scotland team who will organise further technical support for the business.
What you’ll bring
• Excellent customer care skills
• Demonstrable IT skills
• Telephone skills/call-handling experience
• Experience of working in office support operations
• We value candidates who demonstrate a strong desire to learn, as we prioritise adaptability and a proactive approach to learning within the team.
To apply
Please click 'apply' to visit our recruitment portal. We will ask for your personal details, work history and a supporting statement. Applications submitted without a supporting statement will not be considered.
Applications submitted via email will not be considered. In your supporting statement please explain how you meet the essential areas in the job description.
Applications close 23:59, 21 May 2024. Interviews are intended to be held on 30 & 31 May 2024.
Reasonable adjustments: We are a Disability Confident Committed employer. We want to ensure that our recruitment process is inclusive of and accessible for, everyone.
If you think you may need additional support or reasonable adjustments made to any part of the recruitment process, please get in touch.
Flexible working: We offer a range of flexible working arrangements, including working from home, compressed or part-time hours, job shares and other arrangements. There is no need to justify your preferred working pattern and we encourage our people to work in whichever way helps them to perform at their best.
We will be happy to discuss this and our blended working model at the interview stage with you.
Please note, that we are unable to provide visa sponsorship for this post. To apply for this post, you must be able to demonstrate your eligibility to work in the UK.
Diversity and inclusion
Energy Saving Trust is committed to creating a diverse, inclusive and equitable workplace where everyone can be themselves, with support to be their best.
We strongly encourage applicants from a wide range of backgrounds and with different identities and experiences to apply for roles with Energy Saving Trust.
We are a Disability Confident Committed employer and offer guaranteed interviews for disabled applicants who meet the minimum criteria for a role.
Job Title: Admin/Customer Services
Reports To: CEO
Main Purpose of Job
To ensure the smooth running of the sales floor and main office to offer a high-quality service to donators and customers.
Main Responsibilities
- Serving customers, dealing with enquiries, arranging delivery when necessary
- Processing cash, card and other customer payments
- Arranging for approved donations of furniture to be collected
- Handling product returns and payment refund requests
- Helping with movement, inventory and presentation of stock in the warehouse
- To assist in the movement of stock by road transport, including van driving.
- To assist and support new volunteers as directed. Ensure that volunteers understand the customer service standards that we aspire to as an organisation
- To follow all statutory Health and Safety requirements and those detailed in the organisation’s Health and Safety policy and risk assessments
- Work flexibly and to be prepared to contribute to all areas of work in the organisation
- Collect and share feedback from volunteers, work placement trainees, donors and customers with the CEO
- To undertake any other reasonable tasks as deemed necessary by the CEO
- To promote equal opportunities and value diversity in accordance with Statutory and Sofa’s Equal Opportunity and Diversity Policy
- To undertake any other duties as required by Sofa Trustees which are consistent with the aims and objectives of Sofa
Other Requirements
- Adhere to Sofa’s Health and Safety Policy
- Work flexibly throughout the week excluding Sundays
- Attend occasional meetings
Provide affordable household items, help volunteers get back into employment and save the environment by diverting tone of furniture from landfill
We're looking for a kind, compassionate and efficient Customer Contact Centre Officer to join our Customer service team located at our Head Office moving to Caledonian Road this year.
£25,600.00 per annum, working 35 hours per week. Benefits include 25 days Annual Leave, pension schemes, staff discounts, healthcare and career progression.
Want to feel like you're making a difference? You'll feel at home here.
Making you feel at home here means helping you thrive in every way. That's why we offer a wide range of benefits, award-winning Learning & Development and a culture that welcomes all. These aren't token gestures - we've thought long and hard about how best to support our team. After all, our people are doing something amazing: helping to transform lives every day.
Job Overview:
To provide a Customer Call Centre as the "first point of contact" within Look Ahead for customers, staff, contractors and external agencies for rent, housing benefit, service charge, repairs, complaints and customer support queries.
Working Patterns are Monday- Friday 9am to 5pm
All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.
What you'll do:
- As a member of the Customer Call Centre be the first point of contact for customers and staff throughout the organisation on all enquiries
- Deal with enquiries on Housing Management, Maintenance and Customer Support
- Receive and action maintenance requests for owned, managed or leased properties
- Receive, log and transfer complaints received in accordance with Look Ahead's policy and procedure
- Data entry into IT systems and databases for reporting and performance indicators
- Support of administration functions within the team
Key Responsibilities:
- To receive enquiries in all formats and be the first point of contact to resolve or action/escalate accordingly
- To resolve and provide information on initial rent, housing benefit and service charge enquiries
- To provide details on Look Ahead's Support function for customers or external agencies to include Support Worker or scheme contact details and referral process
- To log and transfer complaints in accordance with Look Ahead's procedure and policy
- Receive and action maintenance requests for owned, managed or leased properties to include responsive repairs, void/empty property repairs, insurance, rechargeable, planned, cyclical and servicing works. Monitoring the progress of works orders to including updating, varying, and completing work orders
- Data entry into IT systems and databases for reporting and performance indicators
- Provide support in the duties of the other administration roles within the team (including occasional reception cover)
- To ensure that all duties are carried out in accordance with policy and procedures
- To maintain files either in paper and electronic format to include all correspondence, certificates and documentation
- To produce correspondence or documentation to be sent internally or externally
- Attend internal and external meetings or forums to promote Property Services and Look Ahead
- Any other duties relevant within the team as and when required
This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead
About you:
- Approachable and open behaviour. Works as part of a group or team
- A strong approach and commitment to providing an excellent customer service
- Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement
- Demonstrates significant confidence and high levels of self-esteem
- Is respectful, articulate, and sensitive in style of communication
- Is motivated towards excellence and improvement of personal performance with a can doattitude
What you'll bring:
Essential:
- Educated as a minimum to GCSE English and Maths or equivalent
- IT literate and can use Microsoft software packages and housing management systems
- Customer service skills especially verbal
- At least two years experience in working in a call centre, property and/or customer services environment
About us:
Look Ahead is a dynamic, leading, not-for-profit care and support provider in London and the South East. As an organisation we deliver over 110 services, providing support to around 7000 customers each year. We work across mental health, homelessness, young people and learning disabilities so there are plenty of opportunities to grow and progress your career with us.
Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.
If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.
We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.
We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.
Actively Interviewing
This organisation is scheduling interviews as the applications come in. Don’t miss your opportunity, apply now!
BRF Ministries is a Christian charity. We are the home of Anna Chaplaincy. Living Faith, Messy Church and Parenting for Faith. We resource both the spiritual journey of individuals and the mission and ministry of local churches. Our vision - Inspiring, equipping and supporting people of all ages to grow in Christian faith. This is at the heart of what we are committed to do at BRF Ministries.
• Inspiring because we’re all looking for new ways to explore and embrace Jesus.
• People of all ages because it’s never too late and never too early to find faith.
• Grow because life is all about moving forwards.
• Christian faith because we’re truly proud to be doing God’s work. We work with and through churches to see more people, whatever their age, wherever they are on the journey towards God…
• growing in understanding of the Bible
• encountering God and experiencing vibrant Christian faith
• equipped to exercise gifts in leadership and ministry.
Want to be part of a close-knit team that inspires, equips and supports people of all ages to grow in Christian faith? We are looking for someone with a passion for our mission who can provide high level service to customers and supporters as part of the Supporter Services team based at the BRF offices in Abingdon. This full time role involves processing orders from online, phone and post and answering queries.
As part of the Supporter Services team:
- Respond to customer queries received by telephone, letter, and email, always providing a high standard of customer service.
- Process books, subscriptions and events orders received by post, telephone and online.
- Pack and post orders that require sending from the office.
- Process donations received by all forms, including web donations.
- Allocate payments received by BACS, cheque, or credit card.
- Conduct sales ledger reconciliations.
- Open and distribute the post.
- Assist in credit control.
- Manage office stock levels.
- Assist in processing of renewals and subscription releases.
- Order office and event stock.
- Circulate advance copies.
- Assist finance team with statements to account.
- Administrative support to the Operations team as required.
Skills and Experience
- Previous experience delivering high levels of customer service.
- Excellent communication and interpersonal skills, high degree of confident on the phone.
- Proficiency in using Microsoft Office, order processing and accounts packages.
- Ability to work well under pressure and to multi-task.
- Excellent literacy and numeracy skills with a high level of accuracy and attention to detail.
- Reliable and consistent.
- Ability to work in a team with a flexible and positive attitude towards sharing tasks and workloads.
- Strong commitment to the aims of the organisation.
Benefits
- 25 days holiday per annum, plus bank holidays (increasing to 30 days plus bank holidays after five full years' service)
- Additional three days off between Christmas and the New Year
- Auto enrolment pension scheme (8% employer contribution, 3% employee contribution)
- Private health insurance (after successful completion of probationary period)
- Generous flexitime scheme allowing employees to accrue time and earn additional days leave
- Employee Assistance Programme with access to financial advice, career coaching and counselling
- Staff discount scheme
- Learning and development opportunities
- Regular opportunities to connect with colleagues at our weekly briefing and virtual coffee break, and regular team in-person gatherings.
- BRF is proud to be an accredited Living Wage employer
We welcome applicants from all backgrounds and communities, in particular those that are currently under-represented within our staff team. This includes, but is not limited to, people from Black, Asian and other ethnic groups, especially within our leadership roles.
Shortlisted applicants will be required to complete the application form for this role.
Inspiring,equipping & supporting people of all ages to grow in Christian faith.Home of Messy Church, Parenting for Faith, Anna Chaplaincy&Living Faith
The client requests no contact from agencies or media sales.
Are you an experienced supporter or customer care professional with a background in charity or a commercial environment? Do you want to manage best practice relating to our supporter engagement? If so, come and join our London team and contribute to the work that we do at Sue Ryder.
Reporting to the Supporter Services & Standards Manager you will be a key team member of a busy Supporter Experience, Data and Insight Team, overseeing engagement activities across fundraising. Our team are here for people when it matters, and that includes each other. We encourage, inspire, and help one another, and celebrate success.
Key responsibilities
• Line managing the Engagement & Contact team and leading them to success, tracking and reporting on SLAs and KPIs to ensure we deliver excellent service to all supporters.
• Managing the supporter contact centre within the Fundraising directorate, taking on the role of lead relationship manager with the software provider.
• Overseeing supporter complaints and conflict resolution within Fundraising, acting as a point of escalation, advising and overseeing the implementation of solutions.
• Working closely with the wider Supporter Experience, Data & Insight Leadership Team, to deliver strategic projects and plans.
This is an excellent opportunity for a capable and proactive individual to take the next step in advancing their career.
Our benefits:
- Ability to work from home 3-4 days a week in a hybrid focused team
- 27 days holiday rising to 33 with length of service plus bank holidays (pro rata if part-time), - Company pension scheme
- EAP support scheme
- Staff discount with thousands of retailers
- Enhanced maternity, paternity and adoption pay
- and lots more. Please visit our careers website for the full list.
Closing date: 27th May
Interview date: We are interviewing on a rolling basis
Please note we reserve the right to close the vacancy early if a sufficient amount of candidates is received
We aim to give all candidates the opportunity to perform at their best during our recruitment process. Please let us know if you require any adjustments
If you want more than just a job, we want you. Join the team and be there when it matters.
Sue Ryder is here to make sure everyone approaching the end of their life or living with grief can access the support they need. There is no one size fits all when it comes to how we cope and the help we need, but with our support, no one has to face dying or grief alone. We are there when it matters.
Education for Health are a leading healthcare charity providing clinically rigorous training and education to healthcare professionals across both NHS and non NHS settings. We are recruiting a Marketing Manager to help develop our market positioning to maintain existing relationships and unlock new ones.
The Marketing Manager will use their experience, ideas, and knowledge of marketing to lead Education for Health’s Marketing and Communications function to fulfil our business plan, supporting healthcare professionals to improve health outcomes.
Job overview
To support the Director of Customer Solutions and the sales team to sustainably grow income in line with the organisation’s strategy. Brings focus and energy to marketing, promoting the charities brand identity, ambitions, products and services.
Our hybrid model would require you to be in our Wellesbourne - Warwickshire office on Wednesday and Thursday each week. We offer 25 days holiday per year (pro rata'd) plus bank holidays.
If you don't tick all the boxes above but still feel you would be great in this role, please still apply.
To apply, please send your up to date CV and a cover letter explaining how your background and experience would fit with our requirements via the apply button. For further information, please see the information pack attached.
Closing date 5pm 17th May 2024. We reserve the right to withdraw the vacancy earlier if we receive a high number of applicants. Initial conversations w/c 27th May. Interviews 5th June.
To apply, please send your up-to-date CV and a cover letter explaining how your background and experience would fit with our requirements to. For further information, please see the information pack attached to this advert