As customer service manager, your most important role is ...€¦ · Web viewYou’ll be managing...
3
Job Description September 2017 Role: Customer Services Manager Directorate: Customer & Cause Reports to: Head of Marketing Pay Band/Starting Salary: Band F - £33,440 pro rata Location: Edinburgh Type of Contract: 5 month Fixed term contract/Full-time CONTEXT The National Trust for Scotland is an independent charity set up in 1931 for the preservation and conservation of natural and human heritage that is significant to Scotland and the world. The Trust has gone on to become Scotland's largest membership organisation and a leader in conserving and promoting the nation's treasured places and collections so that they can be enjoyed by present and future generations. The Customer and Cause team exists to inspire visits to our places across Scotland, grow membership and drive donations to support our work. PURPOSE OF THE ROLE The wider purpose of the role is to help drive the National Trust for Scotland’s ability to conserve Scotland’s built and natural heritage under its care. The specific purpose of the role is to take the lead on providing excellent customer services to our visitors, members and donors. It’s your role to build productive relationships with these audiences and provide a positive impression of the National Trust for Scotland in all of your interactions. KEY RESPONSIBILITIES 1. As customer service manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible either face to face, by telephone, over email or through social media channels. 2. You’ll be expected to know the Trust’s activities, products and policies inside out and be able to communicate it to other members of staff. 3. You’ll ensure that we follow all data management compliance for customer records. 4. You’ll manage workflows and develop new processes, providing an effective and efficient response to support the delivery of high quality and cost effective customer service to our customer base. 5. You’ll handle complaints and queries from members, donors and visitors. 6. You’ll be responsible for monitoring the team’s performance in responding to customers efficiently and effectively. 7. Monitoring and reporting on the performance of membership sign ups, resignations and lapses. 8. Training and development of the team on new areas of activity within the Trust be it new campaigns new facilities or visitor policy. 9. You’ll be managing the relationship with an external supplier to handle fulfilment of membership materials and out of hours customer service support.
Transcript of As customer service manager, your most important role is ...€¦ · Web viewYou’ll be managing...
Job Description September 2017
Role: Customer Services Manager Directorate: Customer & Cause
Reports to: Head of Marketing Pay Band/Starting Salary: Band F - £33,440 pro rata
Location: Edinburgh Type of Contract: 5 month Fixed term contract/Full-time
CONTEXTThe National Trust for Scotland is an independent charity set up in 1931 for the preservation and conservation of natural and human heritage that is significant to Scotland and the world.
The Trust has gone on to become Scotland's largest membership organisation and a leader in conserving and promoting the nation's treasured places and collections so that they can be enjoyed by present and future generations.
The Customer and Cause team exists to inspire visits to our places across Scotland, grow membership and drive donations to support our work.
PURPOSE OF THE ROLEThe wider purpose of the role is to help drive the National Trust for Scotland’s ability to conserve Scotland’s built and natural heritage under its care.
The specific purpose of the role is to take the lead on providing excellent customer services to our visitors, members and donors. It’s your role to build productive relationships with these audiences and provide a positive impression of the National Trust for Scotland in all of your interactions.
KEY RESPONSIBILITIES 1. As customer service manager, your most important role is leading and motivating a team of staff
to ensure they’re giving the best customer service possible either face to face, by telephone, over email or through social media channels.
2. You’ll be expected to know the Trust’s activities, products and policies inside out and be able to communicate it to other members of staff.
3. You’ll ensure that we follow all data management compliance for customer records.4. You’ll manage workflows and develop new processes, providing an effective and efficient
response to support the delivery of high quality and cost effective customer service to our customer base.
5. You’ll handle complaints and queries from members, donors and visitors. 6. You’ll be responsible for monitoring the team’s performance in responding to customers
efficiently and effectively.7. Monitoring and reporting on the performance of membership sign ups, resignations and lapses.8. Training and development of the team on new areas of activity within the Trust be it new
campaigns new facilities or visitor policy.9. You’ll be managing the relationship with an external supplier to handle fulfilment of membership
materials and out of hours customer service support.10. You’ll maintain and enhance your personal knowledge, skills and networks by playing an active
role in the appropriate professional bodies.The current duties of this job do/ do not require a criminal records (Disclosure Scotland) check to be carried out.
SCOPE OF ROLE
People Management Line management of 3 customer services executives plus seasonal temporary staff as and
when required. Key internal relationships including properties, fundraising, marketing, communication and
content teams.
Manage external agencies as necessary.
Financial Management No budget management Submission of reports to finance to feed into budget forecasting Run Gift Aid reports.
SKILLS, EXPERIENCE & KNOWLEDGEThe above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:
Essential Experience of working in a call centre environment and being a team leader Experience of using CRM systems Knowledge of data protection laws Interest and enjoyment in working with people Excellent communicator both written and orally Polite and tactful personality Numerical skills Ability to plan Patient Able to work calmly under pressure and make quick decisions A positive and proactive approach to your work with excellent problem solving skills Being able to work individually with minimum supervision Ability to respond quickly to short notice requests and work well under pressure Competent user of Microsoft Office product.
Desirable Understanding call centre systems
The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.
Applications
Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh EH11 4DF, by mail or by email via [email protected], by first post (i.e. 10.00am) on 15 September 2017. Interviews are likely to be held in Edinburgh during September.
