Customer Services And Central Administration Manager

Customer Services and Central Administration Manager
Type: Full-time (35 hours a week), permanent
Location: Office-based in London, N4 with some flexibility to work remotely
Salary: £36,309 - £42,085 per annum plus excellent benefits
Salary Band: Band F1

About the Charity

The organisation makes sure people living with MS are at the centre of everything they do. And it’s this commitment that unites them across the UK.

Their strategy is based on what people affected by MS have told the organisation is important to them. It gives them a client a clear and determined focus.

The Charity's work is based on the hopes and aspirations of the MS community. Together they campaign at all levels, fund ground-breaking research and provide award winning support and information.

The organisation's people are their greatest asset and the key to their success. The Charity offers a vibrant, progressive working environment where you'll be able to make a difference.

About this job

Their Customer Services and Central Administration team provides a high level of customer service and support to their supporters, volunteers, groups, members of the public and internal customers.

Their Customer Services and Central Administration Manager ensures that the team functions efficiently and effectively to deliver an excellent customer care service.

And ensures that the team are managed and developed to provide a high level of support. Organising a weekly rota that ensures all the elements of their Customer Services and Central Administration function are comprehensively covered.

The team aim to ensure their supporters, members of the MS Community and the general public have a great experience when coming into contact with them. Putting in place continual new and improving processes and procedures to ensure the team’s agreed SLA’s and KPI’s are being met in line with their organisational goals.

The team also play an important role in promoting and responding to Gift Aid questions and queries and apply the scheme to any donations made by supporters. And taking and processing credit and debit card donations made via the telephone or online.

You’ll support the maintenance of their BACS and direct debit system and producing direct debit claims in line with BACS rules and regulations.

You’ll ensure that third party services are efficient and cost effective, continuously assessing their performance and building good relationships with the account managers.

Their Customer Services and Central Administration team also support their offices’ facilities and administration functions (including fire warden and first aider responsibilities – training will be provided).

There is a requirement to work in their London office (Finsbury Park, N4) and the roles do include some flexibility to work remotely during the working week based on the rota system.

They're looking for the successful candidate to have:

• Experience of managing an organisational Customer Services team
• of delivering an effective and progressive programme of customer service delivery to both internal and external customers
• Experience of proactively changing and continuously improving ways of working
• Experience of processing and the thanking of supporter donations via a database
• Experience of the BACS direct debit claiming process including following set rules and regulations
• Experience of working with and to HMRC Gift Aid regulations and procedures
• Experience of managing and responding to complaints and feedback
• A proven track record of success in leading and managing a team of comparable size and complexity, to deliver high quality results

They recognise the significant and excellent contributions; experience; and skills their employees bring to the charity.

Working with external pay and reward consultants, they’re taking active steps this year to review their employees’ pay and benefits package. Ensuring they’re aligned with the most accurate and up-to-date benchmarks for the UK charity sector.

Closing date for applications: 9am on Tuesday 26 March 2024

How to apply:

Please click 'Apply' and follow the job board process. You will receive an email from CHM Recruit containing further information on how to apply for the role.  
Please note that although you may be asked by the job board to upload a CV, you are not applying at this stage.

More about the charity's employee benefits:

The organisation has a wide range of employee benefits including (but not limited to):

Encouraging work life balance

• 38 days paid annual leave (including bank holidays), pro-rata for part-time
• More annual leave entitlement, based on length of employment
• Smart working options (with the opportunity to work remotely and find a smart working pattern that suits both you and us)
• Flexible working options

Caring for you and your family

• Generous sick pay entitlement 
• More sick pay entitlement, based on length of employment
• Opportunity to buy and sell annual leave in each calendar year
• Free access to a GP virtually 24 hours a day/7 days a week allowing you unlimited advice, reassurance and where appropriate diagnosis
• Enhanced leave for new parents
• Free access to a confidential 24 hours a day/7 days a week helpline service for both you and your family with a specialist range of support and information
• Special leave options (such as up to 5 days paid leave for domestic or personal emergencies a year)
• 10 days paid disability leave a year, pro-rata for part-time
• 10 days paid carers’ leave a year, pro-rata for part-time
• New family-friendly benefits, including paid leave:
  • in the event of miscarriage or still birth
  • to support fertility treatments
  • for antenatal appointments for both parents
• Cycle to work scheme
• Death in service scheme
• Health cash plans to help offset the cost of health care for you and your family

Thinking about your finances

• Enhanced salary sacrifice pension scheme
• Discounted season ticket loan and interest-free emergency loans
• Give as you earn to support other charities of your choice before tax
• New employee portal including lifestyle savings vouchers and personal wellbeing

Enriching your life at work

• Personalised development plans with a wide range of training courses and opportunities to source additional training options with your line manager
• Yearly internal apprenticeship opportunities
• New, modern offices that embrace working together both in-person and remotely
• Various opportunities to influence how we internally operate (including surveys, and focus and committee groups)
• Active and supportive internal employee networking groups for collaboration and peer support
• 2 days paid leave a year for volunteering for MS Society activities during normal working hours (such as fundraising events, or campaigning in the local community)
• 2 days paid leave a year for volunteering with other charities during normal working hours

Equal Opportunities

They particularly welcome applications from people with disabilities and or from ethnic minority backgrounds.

They would be grateful if you completed the equality and diversity monitoring form and submit it with your application. 

Disability Confident Employer

They’re a Disability Confident Employer and they’re committed to promoting equality and diversity.

You can ask for reasonable adjustments as part of both their recruitment and new starter on-boarding processes.

If you need any help or adjustments to apply for this role, please contact them. You can also ask for the application materials to be sent to you in a different format. Such as for them to be sent to you by email or in a larger word format.

Safeguarding

They’re committed to safeguarding and promoting the welfare of everyone who uses their Services and they come into contact with.

This is regardless of:

• Gender
• Race
• Disability
• Sexual orientation
• Religion or belief
• Pregnancy
• Gender reassignment

They recognise their particular responsibility to make sure vulnerable adults and children are protected.

They have measures in place to protect everyone they come into contact with from abuse and maltreatment of all kinds.

Your right to work in the UK

You must have the right to work in the UK to work in paid employment with them. You’ll need to share documents showing you’re eligible to work in the UK if they offer you employment.

You can find the UK visas and permits granting you the right to work in the UK on the UK Government website. They currently don’t have a Sponsor Licence agreement with the Home Office and aren’t able to support you with your visa applications.

No agencies please.