Thetford, East of England, IP24 1JD Job Summary What you’ll do… As Customer Relations Co-ordinator, you 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, volunteer database and Customer Relationship Management (CRM). 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 the Innovation 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. We aim to provide a great place to work, whichever location you work from. Blended working forms part of our flexible and inclusive approach to future ways of working. It is an informal arrangement which gives you the option to work some of the week from home, and some of the week from our Forestry Commission workplaces, subject to role requirements, business needs, and regular review. Informal blended working arrangements will be available as agreed with the line manager. Further information will be available for candidates invited to interview. Job Description work alongside customer relation colleagues to fulfil new sales requests and incorporate new areas of the business into the functions – this includes direct debits, national membership and fundraising for legacies and appeals work 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 and liaising with event organisers to obtaining all required information regular sales updates, data management and final event listings to these event organisers create and set up events and membership products as required maintain products on SRO throughout the sales period ensuring all online information (on SRO and Forestry England website), rules and settings are accurate support the delivery of direct debit payments, including submission, failures and cancelations, liaising with relevant parties to resolve, following Bacs guidelines co-ordinate your 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 deliver 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. work alongside customer relation colleagues to fulfil new sales requests and incorporate new areas of the business into the functions – this includes direct debits, national membership and fundraising for legacies and appeals work 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 and liaising with event organisers to obtaining all required information regular sales updates, data management and final event listings to these event organisers create and set up events and membership products as required maintain products on SRO throughout the sales period ensuring all online information (on SRO and Forestry England website), rules and settings are accurate support the delivery of direct debit payments, including submission, failures and cancelations, liaising with relevant parties to resolve, following Bacs guidelines co-ordinate your 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 deliver 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. Person specification Essential Professional And Technical Experience proven administrative ability and attention to detail competent IT user with experience of Microsoft suite of applications experience of working with CRM database software exemplary customer service skills including experience of complaints handling Desirable professional and technical experienc e 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 Volunteering 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 Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Delivering at Pace Managing a Quality Service Changing and Improving Alongside your salary of £29,171, Forestry Commission contributes £8,450 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Benefits… Alongside your salary, Forestry England contributes an average of 28.97% towards your pension. You will become a member of the Civil Service Defined Benefit Pension Scheme. 25 days holiday a year, raising by one day every year’s service, up to 30 days (pro-rated for part time employees) plus additional days off such as bank holidays. STaR is our employee benefits scheme offering discounts on everyday supermarket shopping, as well as other things such as hotel stays clothes, mobile phones, other electrical items, medical and car insurance, holidays, gym discounts, household bills, Headspace wellbeing app. free parking at Forestry England sites and free entry to our National Arboretums at Westonbirt and Bedgebury. a commitment to lifelong learning through career development. Forestry England will support your career development in a variety of ways, including continual professional development, support for individual learning plans and sponsored membership of professional bodies. Read more about the benefits on the Forestry England website. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. How To Apply… 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 Changing and Improving Successful candidates will undergo a criminal record check and the government baseline personnel security standard check. If you require any reasonable adjustments, please email fcrecruitmentteamforestryengland.uk. 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. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a 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. 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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). 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 : fcrecruitmentteamforestryengland.uk Recruitment team Email : fcrecruitmentteamforestryengland.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.servicesforestryengland.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.