About the Role
We’re looking for a Customer Service Specialist to join our busy Membership Team. You will develop relationships and engage with our key demographic – parents, guardians, schools and children – to provide outstanding customer service and increase membership sales, as well as supporting our charitable initiatives, processing bookings, dealing with payments, following up on concerns and ensuring we deliver on all our customer expectations.
Key Responsibilities
1. Prepare
a. Understand all aspects of Kings Active Foundation’s mission, our values and strategy
b. Understand our processes and policies to represent the organisation and deliver exceptional customer service
c. Become fully orientated in Kings Camps booking and Membership services
d. Understand and deliver departmental sales and service targets
e. Monitor performance of current initiatives and support the development of new initiatives to improve the customer experience and membership sales.
2. Sell
a. Provide excellent customer service to both new enquiries and existing members
b. Maximise bookings from potential and existing members
c. Proactive outbound communication to members to encourage bookings and gather feedback
d. Represent the Kings Camps brand and values consistently in all interactions
3. Service
a. Provide timely and appropriate response to enquiries, questions and complaints
b. Provide requested information to members via phone, email, socials, post or other means
c. Seek and support the delivery of our charitable initiatives, group and business bookings in line with pre-agreed targets
d. Ensure all child details are accurate, updated and provided to relevant staff
e. Respond to online and external feedback through multiple platforms
f. Provide support for Membership or other departments as required
Our Culture & Benefits
At Kings, people genuinely want to come to work because they feel like they can make a difference, and are supported in doing so. We have a passion for our work and a desire to get more children active and improving their physical and mental wellbeing. We've collaborated with some big organisations like Delivering Happiness to shape our culture and how we work, here’s a little more:
* Our People: Work in our like-minded, dedicated and passionate team that aligns with our mission and shared purpose - to get children active, having fun and learning together.
* Our Meetings: We start every week with a Monday Morning Meeting for the whole team to connect, we’re also deliberate about meeting formally every 3 months with a Quarterly Brief, each of these help with comms and provides every member of our team with development opportunities.
* How we celebrate: We all gather at a monthly social with our famous Friday Quiz, we also offer nominations and awards for those who exhibit our values each quarter.
* Our Offices: We consider ourselves lucky to be in beautiful offices in a leafy suburb of Sheffield. We have free on-site parking, bike store and good public transport links. We’re out of the hustle and bustle of the city centre, but there’s plenty of local shops & cafes close by.
* Work Patterns: We typically work to 37.5 hours per week, within 8am-6pm Mon to Fri but in the modern working world, flexibility is key and embracing peak demand at popular times of the year is required from our team.
* Salary: We offer a competitive salary for a not for profit organisation, with an annual review
* Pension: We offer more than the norm, with an enhanced pension and employer contributions (5%), we also offer a Group Life Assurance Scheme.
* Holiday: In addition to the standard 28 days, we offer a generous Christmas break and additional holiday days after 2 years of service
* Discounts: We offer free places on our holiday programmes for your children (5 to 17 year olds), a cycle scheme, fully funded travel and social opportunities and a range of discounts and rewards, including charity worker benefits!
* Training: As well as a bespoke onboarding plan linked to your new role at Kings, you’ll receive market leading Safeguarding training and a free disclosure check as part of our safer recruitment commitments.
* Our Values: Our values are central to our mission and they govern our behaviours:
* Servant Hearted: Seek opportunities to serve others, treat others as you expect to be treated, listen first
* Honest: Be truthful, take responsibility, speak up
* Progressive: Try new stuff, get things done, think ahead
* Remarkable: Be dissatisfied with ordinary, do whatever it takes, make someone’s day
* Live the Kings Factor: Have fun, enjoy your work, find reasons to celebrate
Ideal Personal Specification
• 1-2 years’ experience in a customer service role
• Highly personable and a proactive team player
• Experience of working cross-departmentally and/or with external organisations
• High level of verbal and written communication with attention to detail
• Experience of compiling reports and data analysis
• Excellent digital and computing skills
• Motivated by; and supportive of; the mission and values of Kings Active Foundation
About Us
Established in 1991, Kings Active Foundation is a UK registered charity with a vision of a world where children love being active, and a mission to get children active, having fun and learning together. We are experts in using active games, sport and fun to connect with children via our activity programmes and we equip, enable, and inspire others to deliver activity programmes. We are a small team doing big things. We have a passion for our work and a desire to get more children active and improving their physical and mental wellbeing.
Our Safeguarding Promise
We are committed to safeguarding and promoting the welfare of children and young people. Safer recruitment is central to the way we work, and all staff and volunteers are expected to share our commitment to safeguarding, always creating an environment where young people feel safe and can thrive.