Customer Service Administrator

Job Description

Our client, a leading Scottish based independent charity are looking for a Customer Service Administrator to join their Customer service team on a full time, permanent basis.The team exists to inspire people to visit sites across Scotland, grow memberships and drive donations to support the great work our client does throughout Scotland.You will provide excellent service and care to the supporter network, which includes donors, members and visitors, supporting with any questions, queries and membership related enquiries.Role Responsibilities

• Deliver exceptional supporter care across multiple channels, you will be the first line of enquiry either by telephone, email, social media, letter or occasionally face to face
• Support with retention and recruitment of sponsors
• Understand the company activities, products and policies and be able to communicate them confidently to our visitors, members and donors
• Manage customer data in accordance with GDPR and PECR regulations and be proactive in ensuring data is up to date and accurate
• Provide support to the Supporter Care Manager, CRM manager and other internal departments with time-critical, data sensitive tasks
• Log all interactions with supporters in the CRM system and where appropriate passed on to the relevant department(s)
• You will process payments from supporters using an online payment system via the phone or by processing cheques.
• Manage refund requests and payment enquires
• Manage all enquiries and complaints raised by supporters and proactively seek satisfactory and timely resolutions
• Manage all administration tasks to service supporter relationships including processing memberships, gift aid, direct debits, data cleaning and consents
• Support in various system testing ensuring that they are fit for purpose.
• You will be proactive in process improvement and development and will maintain and create guidance notes for areas of your work
• Collaborate with different teams, including those based in our properties to provide training and promote the important of good supporter care
• You may be involved in outbound retention and recruitment campaigns via telephone, email or mail

Key skills

• Experience of working in a customer or supporter (Charity) facing role
• Experience of using Microsoft Dynamics CRM or any CRM database system
• Administration experience and a confident user of Microsoft office systems
• Enjoy working with people and take pride in finding solutions
• Strong communication skills (both written and oral)
• Polite and tactful in approach
• A proactive approach to your work with excellent problem-solving skills.
• Ability to multitask and prioritise workload
• An understanding of data protection legislation in relation to handling personal data
• Strong stakeholder management skills, both internally and externally
• Highly organised with strong attention to detail
• Excellent communication skills both written and oral
• Flexible and adaptable to change, strong problem-solving skills
• Enthusiastic and highly motivated
• Confidential and discreet

BenefitsOur client offers a competitive salary and benefits package.This is a full-time, permanent role based in Edinburgh. Working 40 hours per week between the hours of 9am and 5pm.Next StepsOur client is interviewing ASAP, if interested please apply or contact us for more information.Equal OpportunitiesCross Resourcing are committed to equality of opportunity for all applicants. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief andmarriage and civil partnerships.

Keyskills :
CharityCustomer DataOnline Payment