Job Description
Customer Services and Central Administration Manager
Type: Full-time (35 hours per week), permanent
Location: Office-based from their London office, N4 with some flexibility to work remotely
Salary: £34,224 - £39,699 per annum plus excellent benefits
Salary Band: Band D1
Our client, an MS charity makes sure people living with MS are at the centre of everything they do. And it's this commitment that unites them across the UK.
Their strategy is based on what people affected by MS have told them is important to them, and it gives them a clear and determined focus.
Their work is based on the hopes and aspirations of the MS community. Together they campaign at all levels, fund ground-breaking research and provide award winning support and information.
Their people are their greatest asset and the key to their success. They offer a vibrant, progressive environment where you will make a difference.
About this job
Their Customer Services and Central Administration team provides a high level of customer service and support to their supporters, volunteers, groups, members of the public and internal customers.
Their Customer Services and Central Administration Manager ensures that the team functions efficiently and effectively to deliver an excellent customer care service.
And ensures that the team are managed and developed to provide a high level of support. Organising a weekly rota that ensures all the elements of their Customer Services and Central Administration function are comprehensively covered.
The team aim to ensure their supporters, members of the MS Community and the general public have a great experience when coming into contact them. Putting in place continual new and improving processes and procedures to ensure the team's agreed SLA's and KPI's are being met in line with their organisational goals.
The team also play an important role in promoting and responding to Gift Aid questions and queries and apply the scheme to any donations made by supporters. And taking and processing credit and debit card donations made via the telephone or online.
You'll support the maintenance of their BACS and direct debit system and producing direct debit claims in line with BACS rules and regulations.
You'll ensure that third party services are efficient and cost effective, continuously assessing their performance and building good relationships with the account managers.
Their Customer Services and Central Administration team also support their offices' facilities and administration functions (including fire warden and first aider responsibilities - training will be provided).
There is a requirement to work in their London office (Finsbury Park, N4) and the roles do include some flexibility to work remotely during the working week based on the rota system.
They're looking for the successful candidate to have:
- Experience of managing an organisational customer services team
- Experience of delivering an effective and progressive programme of customer service delivery to both internal and external customers
- Experience of proactively changing and continuously improving ways of working
- Experience of processing and the thanking of supporter donations via a database
- Experience of the BACS direct debit claiming process including following set rules and regulations
- Experience of working with and to HMRC Gift Aid regulations and procedures
- Experience of managing and responding to complaints and feedback
- A proven track record of success in leading and managing a team of comparable size and complexity, to deliver high quality results
About the organisation
They offer 35 days annual leave (pro rata for part time employees) including bank holidays.
They have a range of employee benefits including (but not limited to):
- Flexible and smart working (with the opportunity to work remotely and find a smart working pattern that suits both you and them)
- Opportunity to buy and sell annual leave
- Enhanced family friendly, disability and carer's leave
- Discounted season ticket loan/pension scheme/Cycle to work scheme/Interest-free emergency loans
They are in the midst of an exciting, transformational, period which builds on their great history and will drive them towards achieving their mission and vision as they embark on their Every MS Story strategy.
Closing date: 9am on Wednesday 21 December 2022
Interested?
Please click 'Apply' and follow the job board process.
You will receive an email from CHM Recruit containing further information on how to apply for the role. Please note that although you may be asked by the job board to upload a CV, you are not applying at this stage.
Right to work in the UK
The successful candidate must have the right to work in the UK. If the charity do offer you employment, you'll be required to provide documentation to show that you're eligible to be employed in the UK before starting employment.
The full list of UK visas and permits that grant you the right to work in the UK can be found on the UK government website. The organisation currently don't have a Sponsor Licence agreement with the Home Office and will not be in a position to support you with any visa applications you may make.
As part of their commitment to equality, diversity and inclusion, the HR team will anonymise your CV and supporting statement before forwarding to the shortlisting panel.
They particularly welcome applications from people with disabilities and/or from ethnic minority backgrounds, where they're looking to build stronger and better representation among their staff.
No agencies please.
