Job Description

My client is a UK registered charity that aims to deliver humanitarian aid to underserved populations in need, without prejudice over race, religion or gender. Over the past decade they have delivered multiple projects, focusing on emergency relief, food, water, healthcare, education, orphan care and seasonal campaigns, such as winter and Qurbani. Operating in many countries around the world including Syria, Bangladesh, Palestine, Somalia, Pakistan, Yemen and Turkey with its head office based in Wakefield, UK.

We are urgently seeking a Customer Services Rep / Administrator to join their existing teams based in Wakefield Head Office. You will be the first point of contact for resolving Customer queries, you will also provide reception and telephone answering duties as part of your role and assist and support the management teams in daily activities. Specifically you will:

Customer Services

• Deliver a world class service to all the charities donors
• Handling donor inquiries both by telephone and email
• Making effective outbound calls for running campaigns.
• Maintaining the call Centre database by entering or updating information
• Building and maintaining long term relationships with our donors
• Maintain service knowledge ensuring that information provided to donors is accurate, up to date and delivered in a consistent format.
• Working with other departments to deliver an effective and efficient response to inquiries
• Generating funding for the charity through telephone donations
• Chasing pledges made by our donors during events
• Generating tickets sales for fundraising events
• Attending and helping out during Live TV and Radio Appeals

Administration

• Administration support services to the management team, including: information notices and other documents; liaising with colleagues
• Ensure that information relating to the region is entered onto the appropriate spreadsheets and systems and that checks are made to ensure the accuracy of information provided
• To fax, scan, photocopy and shred documents as required
• During periods of absence / leave within the office team, to provide cover as requested by the Admin Manager
• Review the Info email of the organization and address any tasks required, documenting what action has been taken and when this is complete
• In support of the Admin Manager, checking and ordering of office supplies and maintenance of office equipment for all working areas across the region
• Provide analytical support by coordinating data extraction from various databases and data interpretation.
• Perform routine and ad-hoc data analysis, reconciliation, and correction of any data and system issues.
• Assist in the development of user training manuals and other training materials (SOPs)
• Ensure that documents assigned to be archived are managed in accordance with company policy and recorded and stored appropriately while awaiting collection

Required Knowledge, Skills, and Abilities

Ideally we are seeking someone who will have 1-3 years working within Customer Services & Administration, ideally within a Call Centre type environment. You will have excellent written and communication skills, excellent at multi-tasking with great interpersonal skills. If you have any experience of working within Customer Services for Charities, this would be highly advantageous.