Mindful Monsters administrator job description

Job title: Mindful Monsters administrator

Reports to: Helpline manager

Department: Customer strategy and experience

Team: Delivery

Location: Leeds 

Salary: £21,000 per year

Direct reports: None

Budget/Resource responsibility: None

Person specification

Role purpose

To coordinate the Mindful Monsters fundraising product, manage subscriptions by mail and telephone and to add value to the product by:

  • Responding to enquiries via email and telephone.
  • Setting up new subscriptions and cancelling subscriptions, where appropriate, after trying to retain the customer.
  • Providing training and support to helpline staff to enable them to respond to enquiries about Mindful Monsters.
  • Assist the helpline team with administration support.

Main responsibilities and accountabilities

  • Provide consistent high-quality responses to enquiries about the product within set turnaround times.
  • Respond to enquiries about Mindful Monsters via telephone, email and live chat within set turnaround times. These include: cancellations, amending customer details, problems with non-receipt of packs, refunds, over the phone payments,directing marketing opportunities to the Mindful Monsters team.
  • Record customer feedback (particularly cancellation feedback) in MS Dynamics.
  • Provide regular customer feedback and statistics to the Mindful Monsters team, including at the weekly stand-up.
  • Work with the Mindful Monsters team to improve the customer journey.
  • Promote Mindful Monsters and attempt to retain customers who want to cancel their subscription.
  • Managing cancellations, missing packs and other Supporter Care related queries on the Mindful Monsters Facebook group.
  • Work within Scope’s policies relating to customer confidentiality and data protection.
  • Follow Scope’s policy and process around safeguarding and to make decisions regarding relevant customers as appropriate.
  • Work with minimum supervision, prioritise and manage own workload and diary to maximise the impact of the national information and advice service.
  • Promote Scope and its values around equality, inclusion and the social model of disability and to present a positive image of the organisation in all aspects of work.
  • Contribute to team meetings and discussions and to proactively contribute to the continued improvement of the service.

Mandatory for all staff

  • Work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
  • Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
  • Work within Scope’s policies and procedures.

Key contacts

Internal

  • Mindful Monsters team and Individual Giving team to ensure quality service provision and development of information products.
  • Scope's helpline team

External

  • Scope customers.
  • Third parties that can help with promotion or improvement of the product.
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