N1, London

£27,119 per year

Permanent, Full-time

Job Description

Bond is the UK network for organisations working in international development. We unite and support a diverse network of over 400 civil society organisations to help eradicate global poverty, inequality and injustice. We strengthen and champion the sector to make international development more efficient and effective. We work to influence governments and policy-makers, develop the skills of people in the sector, share expertise, and build organisational capacity and partnerships. 

Customer Relations Assistant

Job Title: Customer Relations Assistant

Salary: £27,119 (Scale 1.1)

Contract Type: Permanent, full time

Reporting to: Learning and Training Adviser (with a dotted line to Business Development Adviser)

The Customer Relations Assistant will work with Bond’s learning and training and recruitment teams to ensure clients of Bond’s training and recruitment services receive excellent levels of customer service. The job holder will ensure Bond learning and training programmes are run to the highest of standards, working closely with Bond’s associate trainers and organising the preparation and delivery of our wide range of learning and training programmes. They will also ensure the smooth running of Bond’s recruitment services and support the business development adviser with the development of new recruitment products.

The successful candidate will have excellent organisational skills and will enjoy dealing with clients and working in a busy office environment. You will take pride in providing excellent customer service, making sure our programmes are run smoothly and supporting the delivery of high-quality, professional training and recruitment services. You will be proactive, a good problem solver and will be competent using a range of office IT systems such as MS Word, MS Excel, MS Powerpoint and databases.

Main purpose of the job

To ensure Bond learning and training programmes and recruitment services are delivered to the highest of standards. This will involve working closely with Bond’s training participants, associate trainers and recruitment clients, organising the preparation and delivery of our open and in-house learning and training programmes as well as our recruitment services and providing excellent customer service to both internal and external customers.

Main responsibilities

Customer service and administration

  • Respond to training and recruitment enquiries and advise customers on Bond services by phone and email.
  • Create invoices and process discounts and refunds
  • Ensure the customer relationship management system (CRM) records are accurate, updating course, jobs, organisation, contact, participant and attendance information as necessary.
  • Use the CRM to produce reports on the use of Bond services and related income
  • Process invoices, ensuring expenditure is in line with budget limits and contracts.
  • Provide administrative support to the Learning and Training Manager, Learning and Training Adviser and Business Development Adviser as required.

Learning and training support

  • Assess participant experience and expectations for suitability and follow up with participants and trainers as necessary.
  • Liaise with trainers to ensure up-to-date materials are provided and other pre- and post-course activities carried out in a timely manner.
  • Liaise with in-house training clients to ensure course materials and logistics are prepared and managed appropriately.
  • Send joining instructions, evaluations and post-course information to participants.
  • Manage online storage of course materials, ensure all materials meet Bond brand and quality standards and format and print materials as required.
  • Set up the training room for each session including catering and refreshments and tidying up at the end of the day.
  • Ensure evaluation surveys are conducted and produce evaluation reports.
  • Monitor bookings to ensure fill-rates are on target and take action as required where courses may need to be postponed or cancelled, in collaboration with the Learning and Training and Marketing Manager.
  • Source and book rooms, catering and materials for training courses, ensuring appropriate stock levels are maintained, value for money is achieved and expenditure is within budget limits.

Recruitment support

  • Support customers to upload their jobs to the website
  • Support the business development adviser to develop new recruitment products based on customer insight
  • Support the business development adviser to administer the recruitment advertising prospects pipeline in the CRM

MCT team support

  • Contribute to creation of website information for Bond services.
  • Support social media activities for  Bond services.
  • Provide logistics support at Bond events and meetings as required.
  • Respond to customer queries by phone and email about Bond services and activities as required.
  • Such other duties as may reasonably be required from time to time.

Person specification

Essential

  • Previous experience in a busy training or events administration role or similar
  • Experience of maintaining and developing office systems and procedures
  • Proven IT skills including Microsoft Word and Excel, CRM systems and uploading web content
  • Excellent customer service skills and a professional, confident “can do” attitude
  • Excellent written and verbal communication skills
  • Excellent organisational skills, proven ability to prioritise tasks, manage a busy workload and work to deadlines
  • A high level of attention to detail
  • A good level of numeracy and the ability to work with financial information
  • Problem solving and decision-making skills
  • Ability to work pro-actively and under own initiative to ensure that deadlines are met and queries resolved

Desirable

  • Experience of supporting online learning or working with Learning Management Systems

Benefits

Bond offers a competitive salary and benefits package including:

  • Interest free season ticket loan
  • 27 days leave as standard for all employees.  Additional staff privilege days, normally the period between Christmas and New Year
  • 7% pension contributions (staff pay 3.5%)
  • Flexible working hours

How to apply

To apply submit your CV and cover letter outlining why you are the right candidate for this role by 11:59pm on Sunday 19th May. 

Bond and equal opportunities

Bond values diversity and works to advance equality. We encourage and welcome applicants from all sections of the community. In order to assess and ensure the continued effectiveness of Bond’s Equal Opportunities Policy, all applicants are asked to complete a short questionnaire when applying. You are not obliged to answer the questions but the more information you supply the more effectively we can monitor our equal opportunity practices. Completion of all questions is voluntary and failure to answer any question(s) will not affect your application in any way.

The information you supply will be treated in confidence and will not be seen by any member of the selection panel responsible for the appointment. The questionnaire will be detached from your CV and cover letter, stored anonymously and used purely to provide statistics for monitoring purposes.