Senior Administrator

We are delighted to be working on behalf of a leading fundraising services provider based in brand new, state of the art premises on the outskirts of Chippenham.

They now require a Senior Administrator for the role of Campaign Manager to join them on a full time and permanent basis.

You will be reporting to the Campaign Operations Manager and ensuring the smooth, timely and successful delivery of fundraising campaigns (inbound and outbound); act as the main point of contact for all campaign and operational matters specific to designated accounts

KEY RESPONSIBILITIES:

• Query resolution - client-focussed when dealing with queries/questions either raised internally or directly by the client
• Partnership with Campaign Managers - collaborate and support as one team on designated client accounts
• Collaboration across departments - proactively reviewing tickets to ensure all teams are working to the agreed SLAs for ticket assessment and resolution and clients' expectations are being managed
• Quality of response - ensuring tickets are responded to accurately, concisely and without ambiguity so that tickets are efficiently managed without requiring further follow up

GENERAL PRIORITIES:

Support Campaign Operations Manager as required in and around the following areas;

• Training of members of the team
• System, data and physical security within the department
• Health and Safety of all departmental areas
• Organisation and resourcing of the team
• Compliance with PCI and GCRTS and other relevant standards
• Continuous improvement initiatives
• Representation of the Projects and Campaign Operations team in both internal and client-facing situations
• Participate and take an active role in meetings, offering opinion, and helping lead debate
• Work closely and collaboratively with the other teams
• Ensure that all working practices are carried out within agreed standard operating procedures
• Document ways of working and ensure the relevant documents are maintained and updated as appropriate

DEPARTMENTAL PRIORITIES

Thorough understanding of a client's campaign requirements, prepare briefs and distribute to relevant internal teams on time

Proactively monitor and manage agreed campaign schedule to ensure milestone dates are met

Completion of campaign segmentation matrices

Ensure material changes in volume or phasing of activity is fed back to the Account Management team for review and adjustment as necessary

Managing campaign related feedback between internal teams and clients where required

Investigation and resolution of queries/tickets raised by clients

Completion of campaign health checks

Regular review of outstanding tickets for designated client accounts and escalation to appropriate Team as necessary

Ownership and update of client operational specifications

Client Subject Matter Expert (SME) for internal teams on operational matters

Management, organisation and co-ordination of client status calls

Attendance at client meetings, as required

Monitoring of client stock levels and re-ordering of existing stock (including quotations) as necessary

Management of raffle draws

Maintaining Royal Mail Freepost Information

Provide relevant client feedback to Account Management where opportunities known and to maximise revenue from each client

Preparation of campaign debrief information for QBRs

Record billable activity for tasks completed

SKILLS & EXPERIENCE

• Strong computer literacy
• Exceptional attention to detail
• Reliable, organised, self-starter who consistently meets deadlines
• Ability to remain calm and measured in pressurised situations
• Able to work independently and as part of a team
• Comfortable working with evolving processes and procedures

This vacancy is being advertised by New Resource Group. The services of the New Resource Group are that of an Employment Agency.