Customer Relations Assistant

The Customer Relations Assistant will play an important role within Forestry England's national Customer Relations Team. As Forestry England moves to increase its business efficiency and grow profit margins, putting customers at the heart of what we do is crucial to the success of the future organisation.
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.
This is a part-time role for 30 hours per week which will be worked across 4 days from Monday to Sunday each week. The nature of the work includes requirement for regular rota'd weekend, public and privilege holiday and evening working. To accommodate this, a rostered 7-day contract will be issued as standard.
The location of this post is within the Customer Relations Team, located at the Innovation Centre, Thetford, with flexibility for some optional blended working (see details below). 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., Provide customer support for event ticketing, admission sales, membership and fundraising including phone sales, resolving online issues, product information, customer feedback, renewals, gift purchases, and general 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.
+ 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.
+ Provide support for other CRM systems used in Forestry England, this will include any new CRM systems 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.
The post holder will report to the Customer Relations Deputy Manager., This is a part-time role for 30 hours per week which will be worked across 4 days from Monday to Sunday each week. The nature of the work includes requirement for regular rota'd weekend, public and privilege holiday and evening working. To accommodate this, a rostered 7-day contract will be issued as standard.
As part of the application process, you will be asked to complete a CV and 500 word personal statement as follows:
1. A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.
2. A Personal Statement (no longer than 500 words) explaining how you consider your personal skills, qualities and experience are suitable for the role, with reference to the criteria in the Person Specification.
Failure to complete the CV and Personal Statement will mean the panel only have limited information on which to assess your application.
Should a large number of applications be received, an initial sift may be conducted using the CV only. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Sift dates to be confirmed
Interviews will be held in person at Thetford week commencing 9 September 2024.
The selection panel will be looking for applications that demonstrate the best fit with the role by considering the evidence you have provided against the essential criteria set out in the person specification. Failure to address any or all of these criteria may affect your application. Shortlisted applicants will be invited to interview.
Further Information
A reserve list may be held for a period of 12 months from which further appointments can be made.
Any move to Forestry Commission from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via fcerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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) (opens in a new window)
+ 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 (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) 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.

+ 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
+ Knowledge and experience of working within the music industry, events industry, or visitor attractions, in a Ticketing, and Customer Service context.
+ Experience of delivering customer service in a Membership context
+ Wide experience of using CRM databases and Ticketing software., + Communicating and Influencing
+ Managing a Quality Service
+ Delivering at Pace

Alongside your salary of £24,232, Forestry Commission contributes £6,543 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
+ A Civil Service pension with an average employer contribution of 27%
+ A range of well being benefits including access to Employee Assistant Programme 24/7
+ 25 days annual leave rising to 30 after 5 years service plus 10.5 public holidays/ privilege days (pro rata)
+ 3 days volunteering per year (pro rata)
We aim to provide a great place to work, whichever location you work from. Blended working forms part of our flexible and inclusive approach to future ways of working. It is an informal arrangement which gives you the option to work some of the week from home, and some of the week from our Forestry Commission workplaces, subject to role requirements, business needs, and regular review. Informal blended working arrangements will be available as agreed with the line manager. Further information will be available for candidates invited to interview.