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)
• exemplary customer service skills

DESIRABLE PROFESSIONAL AND TECHNICAL EXPERIENCE

• knowledge and experience of working within the music industry, events industry, or visitor attractions, in a Ticketing or Membership and Customer Service context
• experience of delivering customer service to a high standard, by phone, email and face to face
• wide experience of using CRM databases and software packages

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)
• 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

WHAT YOU’LL DO

The Customer Relations Assistant will be expected to deliver a high level of customer service and professional representation of Forestry England, in relation to event tickets, memberships, advance admission sales and other functions of the Customer Relations Team. Specific duties will include sales, administration and handling of customer enquiries.
Please see the job description below for more information and details about what we need from you.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• provide customer support for event ticketing, admission sales including phone sales, resolving online issues, product information, customer feedback and general enquiries
• provide customer support for membership including phone sales, resolving online issues, product information, customer feedback, renewals, gift purchases, and general enquiries
• handing other enquiries including fundraising and parking, signposting clearly where necessary
• support colleagues on site to handle member enquiries
• maintain expected conversion level for ticket Refund Protection
• provide a high level of service for all customers, including suitable skills to assist those with additional needs/access requests
• monitor and respond to customers via the team email accounts and call system
• handle support cases for customers within the CRM solution
• handle all transactions and customer support in line with policy and procedure, including GDPR, financial payments, direct debits and potential ticket fraud
• administration, such as stock management, database tidying and any other relevant tasks, as required
• support key events at peak time for customer enquiries, this could include on-site
• provide support for other CRM systems used in Forestry England, this will include any new CRM systems procured and implemented
• contribute to effective teamwork, suggesting new ideas and giving feedback on products and ways of working
• the Customer Relations team is a unit of highly capable and skilled sales and fulfilment individuals.•you will also be at the forefront of our customers service support team dealing with a wide-ranging level of queries via telephone and email
• And any other tasks, reasonably requested by your line manager.