QUALIFICATIONS

• Qualified to A level standard or equivalent (i.e. BTEC, NVQ etc.) (Essential)

EXPERIENCE

• Proven working experience as a Customer Service or Call Centre Staff (Essential)

KNOWLEDGE

• Working knowledge of customer service and call centre technology, software, databases and tools (Essential)

SKILLS

• Excellent telephone manners - with good oral and written communication skills (Essential)
• Good organisational skills with the ability to prioritise work (Essential)
• Ability to work under pressure and to tight deadlines during busy periods (Essential)
• Friendly, helpful team player with a very flexible approach to work (Essential)
• Take pride in delivering an excellent service (Essential)
• High level competency in Microsoft Word & medium level competency in Excel (Essential)
• Basic grasp of some of the following community languages (i.e. Urdu, Bengali, Gujarati, Arabic etc.) (Desirable)

THE ROLE

Ummah Welfare Trust is looking for an enthusiastic, person focussed Customer Services Officer with passion to learn and grow to provide a quality service to our donors, visitors, customers, staff and members of the public.
The post holder will be donor focussed, strive for customer service excellence and will promote this throughout the Customer Services Department.

OVERALL RESPONSIBILITIES

The post holder will report to the Customer Services Manager and will work in close coordination with PR/Fundraising and Donor Feedback departments to deliver the following:

• To answer telephone calls and email queries from donors and the general public;
• Monitor and respond to donations and gift aid that have not been processed;
• Assist in the resolution of donor and customer complaints, and follow problems through to a satisfactory conclusion;
• Maintain up-to-date records of donor discussions (i.e. queries / complaints / suggestions, the departments resulting actions and the outcomes);
• Identify, collate and analyse key Departmental service data and statistics (i.e. donor satisfaction, complaints, total calls, missed calls, resolved queries, failed donations etc.);
• Assist in producing relevant reports (training will be provided);
• Monitor & sort office post (training will be provided);
• Order and raise purchase orders for stationery and other necessary items (training will be provided)
• Carry out reception duties (i.e. Receiving visitors, accepting small to medium sized deliveries etc.);
• Liaise with other relevant UWT departments on relevant tasks (i.e. Warehouse, Recycling department etc.) and external contractors (i.e. Plumbers, electricians, builders etc.);
• Assist in setting up UWT events;
• Attend and assist at the annual staff & volunteers’ meetings;
• General office duties; and other duties that are commensurate to the post.