Job Description September 2009 Role: Customer Service Centre Administrator Business Function: Commercial Services & Marketing Reports to: Customer Service Centre Supervisor Pay Band/Starting Salary: Band C; £13,539 Location: Wemyss House, Edinburgh Type of Contract: permanent, full-time Terms and conditions The post is subject to the standard terms and conditions provided with the application pack, and the following additional information applies: 40 hours per week, generally Monday-Friday: four days 9.00am - 5.00pm, one day 12noon - 8.00pm (the day on which the late shift lands varies on a patterned basis). Purpose of the role - how it adds value To efficiently and effectively handle all incoming telephone calls to the Trust’s central customer services centre, ensuring immediacy of response and follow up action in line with the Trust’s service standards; as required, to make outbound calls to market Trust activity to members and non-members of the Trust. Deliverables: criteria/results by which success can be measured Efficient and effective response to incoming calls to the Trust’s Customer Services Centre, providing customers (including staff at Trust properties) with information and advice and forwarding calls of a more specialist nature to appropriate departments and in line with Departmental Service Level Agreements Support of members of the back-up team with the processing of membership applications and renewals and transactions which require data preparation and processing within the membership database, including follow-up calls to members Participation in tele-marketing and sales campaigns, contacting existing and potential customers and Trust members to alert them to Trust activities, including the benefits of membership Recording of action agreed with customers within the contacts database, forwarding details of agreed actions (e.g. in-depth response to membership queries and renewals and mailing out of information, brochures, etc.) to back-up colleagues within the Customer Services Centre itself or to other specialist departments for action and response direct to the customer Performance Indicators Pick-up/response times Accuracy and timeousness of query immediate response and follow-up Targets for conversion of sales for e.g. membership, other services Accuracy of data entry Scope of Role Technical Knowledge & Qualifications The Customer Services Centre is the central point for all telephone, e-mail and written correspondence for the Trust. This facility ensures a cohesive and efficient approach to customer services and the effective administration of all membership data. The Customer Services Centre fully answers around 120,000 calls and 30,000 e-mails per year. The Centre also receives approximately 50,000 new membership applications, and a vast amount of membership renewals and amendments each year. At peak times, the challenge is to manage this workload effectively and to prioritise to ensure all key service standards are fully met. No formal qualifications required. People Management No line management. Daily high-volume interaction with callers. Daily interaction with other Wemyss House staff/volunteers (when acting as switchboard). Frequent interaction with property teams. Financial Management Not a budget holder but on occasion working to achieve sales targets. Experience required for this role Previous experience of interacting with the public by telephone Previous experience of receiving and handling a multi-faceted range of calls Previous experience and proven success in telephone marketing and sales highly desirable Skills/abilities required for this role Excellent communication skills – in person, by telephone and by email Excellent telephone manner and interaction with customers including ability to telephone market and sell Trust activities and products Efficient and tactful in handling of customer telephone enquiries and complaints Committed to delivering high level of customer service and satisfaction A team player, flexible in approach to ensure customers’ needs and Trust’s service standards are met Good grasp and understanding of Trust’s Customer Relations Management Software (CARE database) Competent in use of Microsoft Office Products, mainly Word and Outlook. Behavioural Competencies required for this role The Trust has identified 15 core behavioural competencies – i.e. the behaviours, skills, understanding and personal qualities that make for competent performance in the role. These are: 1. Build relationships 9. Lead others 2. Communicate and influence 10. Manage change 3. Deliver customer service 11. Manage performance 4. Demonstrate commercial acumen 12. Plan and prioritise resources 5. Demonstrate personal effectiveness 13. Think analytically and independently 6. Embrace change 14. Understand the NTS environment 7. Establish Strategic Direction 15. Works as One Team 8. Implement Business Strategies Competencies identified as critical for this role are highlighted in bold and underlined Applications Interested applicants should forward a completed JoinUs! application form to Human Resources Department (Applications), The National Trust for Scotland, Wemyss House, 28 Charlotte Square, Edinburgh EH2 4ET, by mail or by email via email@example.com, by first post (i.e. 10.00am) on Thursday 1 October 2009.