Your new company
Hays are working in close partnership with a very interesting organisation who play a crucial role in the care and management of the nation's wildlife. They have a presence across the country and are looking for a caring and customer-focused professional to join their team, initially on a temporary basis. This organisation values diversity and inclusion, supports a wide range of volunteering opportunities and is forward-thinking about the offering it provides for its members.

Your new role
The main purpose of the role is to support the membership division in resolving queries relating to payments and coordinate membership activities, in conjunction with the wider Customer Relations team. More specifically, you will be responsible for:

• Processing membership Direct Debit collections, working with our CRM system and bureau collection service partner
• Following up on failed Direct Debit collections with customers and our internal finance team, including managing representations
• Making adjustments to financial reconciliation of Direct Debit payments
• Running a monthly auto-renewal process for Direct Debit customers
• Working with our partners and using the tools within our CRM systems to implement new functionality to improve customer journeys.
• Create and set up membership products on the CRM sales system.
• Maintain sales products throughout, ensuring customer information (on sales system and website), rules and settings are accurate.
• Co-ordinate your own tasks efficiently, ensuring a high level of customer service is delivered. Ensure compliance with policy and procedures, including financial transactions, direct debit and GDPR
• Cover project work of the other Customer Relations Co-ordinators, as required either to support peak delivery periods or to cover periods of leave.
• Cover front-line customer service delivery by answering customer phone calls and emails (primarily delivered by Customer Relations Assistants), as required, either to support peak delivery periods or to cover periods of leave.
• Support the Customer Relations Deputy Manager and Customer Relations Membership Support Manager in delivering training for Customer Relations Assistants and any temporary staff, including preparing info sheets and guidance manuals required. Coach team members, and feedback to their line manager

The organisation is also going through a system migration, so any experience using Salesforce would be advantageous.

This role is a part-time position, working 30 hours a week between Monday and Friday. This can either be over 4 full days or 5 shorter days.

What you'll need to succeed
You will have exemplary customer service skills and a background in a similar customer-facing role. You will have experience using a CRM database and strong user experience with Microsoft Office Applications (Excel, Word, Teams and Outlook). You will have strong attention to detail and excellent administrative skills. You will be able to resolve complaints quickly and efficiently, and in a proactive manner.
Ideally, you will also have knowledge of financial processes such as direct debit processing and account reconciliations. Exposure to working in the events industry or supporting ticketed attractions would be advantageous but not essential.

What you'll get in return
This is initially a temporary role until July 2025, but there is a possibility that the role will be extended or become permanent for the right applicant. Permanent employees can enjoy a range of flexible working options, access to an extensive EAP, support towards training and qualifications, a range of discounts and reduced costs on various products, enhanced maternity/parental/adoption leave, generous sick pay and up to 27% pension contribution.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.