Details
Reference number
426415
Salary
£26,123 - £26,123
A Civil Service Pension with an employer contribution of 28.97%
GBP
Job grade
Administrative Officer
Contract type
Permanent
Business area
FC - Forestry England
Type of role
Customer Insight
Working pattern
Full-time
Number of jobs available
1
Contents
* Location
* About the job
* Benefits
* Things you need to know
* Apply and further information
Location
Thetford, East of England, IP24 1JD
About the job
Job summary
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.
Where you'll work
The location of this post is within the Customer Relations Team, located at the Innovation
Centre, Thetford, with flexibility for some optional blended working. Please be aware that this role can only be worked in the UK and not overseas. The post responsibilities cover the whole of England and it is expected that the post holder will need to travel occasionally.
Job description
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.
Person specification
Skills, knowledge & experience
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
Behaviours
We'll assess you against these behaviours during the selection process:
* Working Together
* Delivering at Pace
* Communicating and Influencing
* Managing a Quality Service
Benefits
Alongside your salary of £26,123, Forestry Commission contributes £7,567 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Benefits
Alongside your salary, Forestry England contributes an average of 28.97% towards your pension. You will become a member of the Civil Service Defined Benefit Pension Scheme.
* 25 days holiday a year, raising by one day every year's service, up to 30 days (pro-rated for part time employees) plus additional days off such as bank holidays.
* STaR is our employee benefits scheme offering discounts on everyday supermarket shopping, as well as other things such as hotel stays clothes, mobile phones, other electrical items, medical and car insurance, holidays, gym discounts, household bills, Headspace wellbeing app.
* free parking at Forestry England sites and free entry to our National Arboretums at Westonbirt and Bedgebury.
* a commitment to lifelong learning through career development. Forestry England will support your career development in a variety of ways, including continual professional development, support for individual learning plans and sponsored membership of professional bodies.
Read more about the benefits on the Forestry England website.
Things you need to know
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
How to apply
You will be asked to write a 200 word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form.
You will be assessed on experienced-based and behaviour-based questions during your interview..
The Behaviours being assessed at interview are –
Working together
Delivering at Pace
Communicating and Influencing
Managing a Quality Service
Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.
If you require any reasonable adjustments, please email
If you're planning to use AI to support your application, please ensure you've read our guidelines here first.
Read more about our application process and working with us on the Forestry England website.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
* Name : FC Recruitment Team
* Email :
Recruitment team
* Email :
Further information
Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners' Recruitment Principles.If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact FCE by email: If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.