Role Profile

Role Title: Events and Customer Services Coordinator- full time role

Line Manager: Events and Customer Services Manager

Purpose of the role:To help coordinate and administer all aspects of the bookings/volunteers, processes relating to all the New Wine Conferences, acting as liaison between the delegates/volunteers, including Team Leaders and New Wine and provide excellent customer service.

Key Responsibilities:

You will be involved in many different aspects of conference administration for New Wine events such as National Gatherings, retreats, leaders’ events, regional conferences andone day conferences in order to help make our events as smooth-running as possible. With regards to non-summer events, being the first point of contact for all aspects of the administration of some of the events and for the National Gatherings, having specific responsibility for an area of the event administration e.g. village allocation or overseeing some of the volunteer applications.

Event Planning- You will be event coordinator, being the first point of contact in the office, for all aspects of event organisation for some non-summer events, liaising with event sponsors, venues, volunteers and other staff members to ensure the smooth running of both residential and non-residential events, and to provide excellent customer service to those delegates attending.

Team Leader Liaison-You will be the first point of contact for some of theNational Gatherings team leaders before and at theevents, asking for and collating feedback from team leaders as required, particularly regarding how the team recruitment process is going. You will help with any difficulties in recruiting team members. You will contact team leaders once they’re appointed, discussing what help and support can be given them and what is expected from their role. You will signpost team leaders to other department heads where necessary to deal with other issues. i.e. Production or Finance. You will need to ensure that team leaders are aware of the budgeted numbers for their teams and monitor team numbers coming in, ensuring that core team members are booked in and discussing with team leaders when to close their teams.

Main point of contact for Customer Service team for team enquiries-You will take any team applicant queries relating to your teams from the customer service team and pass them to the relevant team leader.

Team Applications- Overseeing the processing of team applications- this will include working with the online application system including the processing of references and acceptances.

Obtaining References-This will involve sending out reference requests and, in liaison with Team Leaders and Administrators, chasing missing references.

DBS- You will be involved, in the processing of DBS checks for team members where necessary and may be asked to take a lead in the implementation of the DBS checking policy.

Marketplace Exhibitors- You will be involved with the administration of Marketplace applications as part of the team and may be asked to take a lead in overseeing this particular area.

Customer Enquiries-You will assist in answering all customer enquiriesboth to the office and at events ensuring that these are dealt with within thecurrent Service Level Agreement (SLA) whilegiving exemplary customer service & advice.

Online and Paper Bookings-You will need to ensurethat the booking system is working well and supportcustomers in the booking process when necessary. Where bookings are made by post, these will need to be processed in line with our SLAs.

Finance-You will be involved in handling delegate conference fees & refunds for each of our events.

Reports- In order to assist in the planning of events, you will be required to provide regular reports as required, in particular producing the weekly running totals.

Working with other CS team members- You will work closely with a customer service administrator overseeing their work in relation to any events that you have the main responsibility for.

Village Allocation- Allocating church groups to the right camping villages is a crucial role in the administration of the National Gatherings. You maybe involved with the allocation of the events, liaising with the Village Host team leaderin their role.

Database-A crucial part of your role will be to work with the database to process most of our conference administration and update records. You will also be involved in general maintenance of the database and producing reports.

On-siteSupport-In addition to being on site (where needed), you may be involved in the running of the New Wine Customer Services/Admin teams.

Plus any other duties that further the aims of New Wine.

Person specification

Essential / Desirable
Attributes /
  • Service excellence
  • Problem solving & decision making
  • Communication & influence
  • Team building / Team Player
  • Planning & Organising
  • Personal Impact-Performance Climate
  • Relationship/Partnership approach

Skills /
  • Able to work well as part of a team
  • GCSE English & Maths grade C or above
  • Good communication skills, both verbally and in writing
  • Cheerful and helpful telephone manner
  • Able to manage own time, prioritise work and meet deadlines
  • Able to use own initiative
  • Target-driven; can set and meet specific targets and goals
  • Numerate, thorough and systematic with attention to detail

Knowledge /
  • An understanding of the vision and values of New Wine
  • Computer literacy – good working knowledge of Microsoft office applications
  • Experience of working to deadlines
  • Some customer relations experience
  • Knowledge of and Working experience with databases
/ Experience of working in other customer service environments.
Additional
Information
  • Salary £20,000- £22,000 pa (depending on experience)
  • 35 hours per week
  • Holidays 20 + bank holidays
  • Probation- 3 months
  • Notice Period- 1 month
  • Place of work- 4a Ridley Avenue, Ealing
  • Occasional weekend working will be required and full time working at the summer events in Shepton Mallet is essential.
  • This post is subject to an occupational requirement that the holder be a practising Christian under Part 1 of Schedule 9 to the Equality Act 2010.

Applications should be sent to

The closing date for applications is 18 November 2016