To APPLY -Please send your CV and a 500 word covering letter detailing how you fulfil the person specification
Customer Success Executive
We are so excited to be recruiting for an Operations Executive at NALW. This is such a crucial role for the organisation as we strive demedicalise social issues in health and care and empower people and communities to take control of their lives- we are leading a ground-breaking revolution!
A small, radical and hugely impactful organisation with an increasingly global reputation. Our team consists of a bunch of brilliant people who care deeply about our mission and impact and we would love for you to consider being a part of it.
Job details
Role: 5 days a week and will need to be in the office 2 days a week between Monday & Thursday (would consider part time 3 days or 5 days, please stipulate on your application what you are looking for)
Location: office based/hybrid, Birmingham
Fixed term 1 Year possibility to extend
The role is flexible and with occasional travel to events and meetings across the country. Salary: £22k – £25k Pro Rata (based on a normal 37.5 hour week dependant on experience).
The salary is expected to increase depending on successful delivery of targets.
What does the Operations executive do?
This individual will work closely with the current operational team, the various members, committees, and the executive board as well as provide an EA service directly to the CEO. You will be responsible for providing assistance to the organisation’s customers and clients.
The ideal candidate will be personable, self-motivated, able to work in a fast-paced environment and eager to meet KPIs & targets, have a hands-on mentality and can closely follow up on initiatives, with a proven track record as a customer support executive.
You will be a skilled communicator, both written and verbally, with the ability to flex your communication styles based on your audience. You will be comfortable engaging with a range of stakeholders, attending face to face events and meetings, and have excellent customer service skills.
We see this role as combining these skills and specialisms:
- Customer service executive experience
- Proven track record of meeting KPIs and targets
- Customer support management
- Executive support
- Excellent verbal and written communication skills
- IT literate (MS Office, internet, email systems)
Key responsibilities
- You will be the first point of contact for our customers so will provide exceptional customer service via phone, email. Show ownership and accountability for offering solutions to help and benefit our customers
- Actively seek to improve processes and workflows
- Diary & email inbox management for queries
- Act as an Executive Assistant to provide support to the CEO and the team which will such as diary, travel, managing the admin inbox, booking meetings, providing administrative support for Recruitment and general admin duties.
- Provide marketing support which will include assisting and creating and updating content on multiple platforms, including website, social media accounts, blogs, and emails. Monitor marketing campaigns' progress and results to gather data to help improve performance. Assist with event planning administration for both in person & online events.
- Managing & replying to support tickets to enable tracking and resolution of customer requests, this will include Investigating and resolving customer queries or complaints then closing support tickets or allocating to the relevant person. This will also involve Escalating inquiries to the appropriate team, when necessary.
- Maintaining a database of customer information & key stakeholders and ensuring the database is current and up to date.
- Membership administration and helping members with any queries and assisting customers with registration or account creation.
- Passing customer feedback onto the product or sales team to improve the organisation’s offerings
- Ensuring leads and campaigns are fully updated and recorded on our CRM system
- Management of supervision sessions – ensuring we maximise bookings for these
- Provide community updates and scheduling on the website & forums ensuring they are current & up to date as well as ensuring that our website is current and so the role will involve website amendments & updates as required.
- Reporting on and monitoring KPI’s weekly
Person Specification
- Excellent interpersonal and active listening skills
- Clear communication skills and a strong command of the English language
- Strong attention to detail
- Ability to work well in a team
- Multitasking skills and good organisational abilities
- In-depth knowledge of customer relationship management (CRM) principles
- Ability to work calmly under high-stress situations
- Creative and strategic thinker
- Ability to keep moving parts in play
- Adept problem-solving skills, with the ability to understand issues and offer solutions
- Self-starter who is confident in their own abilities and decision making
- Strong IT proficiency
- Committed to our values and mission
Essential criteria
- Minimum of 3 years' experience working as a customer success executive
- Working knowledge of customer relationship management (CRM) tools
- min 3 yers Executive Assistant experience
Desirable
- Working knowledge of Active campaign, Zendesk & Microsoft 365
- Sales experience
Benefits
Working for a really exciting, energetic, high impact award-winning organisation. You will also receive a generous benefits package including:
- 20 days holiday per year (plus bank holidays) plus additional leave at Christmas
- Flexible working which is fully embedded in our culture
- Support with further professional development, including the allocation of an annual training budget
- Parental leave
- Employee wellbeing support
- Pension scheme
- Working for a small social enterprise you will be able to gain experience in a variety of roles
To apply:
Please send your CV and a 500 word covering letter detailing how you fulfil the person specification to hr@nalw.org.uk
- Make it clear on your application what hours/days you are looking for and if you are able to come into the office 2 days a week.
- You will then be notified if you have been shortlisted and you will be asked to be invited to an interview
Interviews will take place either in person or online
Job Types: Part-time, Temp to perm
Contract length: 12 months
Part-time hours: 20 per week
Salary: £12,000.00-£13,500.00 per year
Benefits:
- Additional leave
- Company pension
- Flexitime
- Health & wellbeing programme
Schedule:
- Flexitime
- Monday to Friday
Ability to commute/relocate:
- Birmingham: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 3 years (required)
- administration: 3 years (required)
Language:
- English (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Birmingham
Reference ID: Operations Associate
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