Career Opportunities

Location: Chippenham, Lansdowne House

Employment Basis: Permanent, Full Time

Weekly Working Hours: 37.5

Role Purpose

• To Manage incoming client queries on designated client accounts and support with internal briefing requirements.
• To be client focussed and responsive.
• Ensure queries raised are dealt with efficiently and clients’ expectations are managed throughout the process of resolution

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

Main Duties

• 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
• Acknowledgment of all new incoming tickets within agreed SLAs
• Assessment of all new incoming tickets within agreed SLAs to determine type and priority, within agreed SLAs
• Initial investigation into each ticket to determine the most appropriate internal team responsible for resolution of the query raised
• Investigation, liaison with internal teams and resolution of tickets where more than one team is involved in the solution to the query raised
• Website briefing and testing
• Reminder and ad hoc mailing briefing/management (as and when required)
• Attendance and proactive involvement in client status calls (led by Campaign Managers)
• Management of raffle draws
• Collaboration with the Technical Operations Team to ensure that tickets requiring technical support are appropriately identified, prioritised and managed without the use of any technical or internal jargon
• Collaboration with the Business Analysis Team to ensure that any trends/issues within clients’ systems are identified and discussed for potential improvement/change
• Review of outstanding tickets by internal team and escalation to appropriate Team Leads/Managers if tickets are not being managed within agreed SLAs
• Subject Matter Experts (SMEs) and internal and external user training on tools used for query handling; Contact Manager, ASSE, DAT, Data Selection Tool, ASSE Online Reporting Tool
• Subject Matter Experts (SMEs) on Zendesk including training of internal and external users
• Creation and suspension of users within Zendesk or the Woods Valldata FTP site
• Internal management of incidents as per the Woods Valldata Incident Management Process
• Record billable activity for ad hoc tasks/requests managed within the Service Desk Team
• Maintenance and management of the Zendesk knowledge base for internal/client use
• Ensure that all working practices are carried out within agreed standard operating procedures
• Flexibility to work within other areas of the wider Campaign Operations Team, if required
• Undertakes other ad hoc duties/projects as required

Qualifications and Experience

Person Specification

• Strong understanding and appreciation of the principles of good customer service
• Good communication skills – able to converse comfortably with all levels of staff, including over the telephone and face to face
• Accustomed to multi-tasking, working to deadlines and effectively prioritising work with competing deadlines
• Strong organisation and problem-solving skills
• Methodical with 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

Location: Chippenham, Lansdowne House

Employment Basis: Permanent, Full Time

Weekly Working Hours: 37.5

Role Purpose

• Directs and controls all Warehouse, Fulfilment & Cut Sheet operations to ensure that business objectives are met efficiently and effectively against both internal Key Performance Indicators (KPIs) and external Service Level agreements (SLAs)
• Keeps ahead of market, sector and industry developments, translating external insight into recommendations that support innovation, competitive advantage and the company’s future strategic direction
• Provides a central coordinating role, bringing together internal teams, clients, suppliers and external partners to ensure effective communication, joined-up planning and successful delivery of shared business objectives

Key Responsibilities

• Management – Responsible for the Outbound Operations department of circa 10 permanent employees (plus agency workers during peak periods)
• Leadership – An active member of the wider Operations Leadership Team, working collaboratively with peers to shape departmental priorities, contribute to decision-making and support the delivery of company-wide strategic and operational objectives
• Budget/Department efficiency – Responsibility for directing, controlling and managing an annual departmental budget of approximately £600k, delivering against budgetary targets through sound financial management, operational efficiency and a continuous improvement mindset.
• Strategy – Monitors market, sector and industry developments, identifying opportunities for innovation, service improvement and competitive advantage, and to advise on recommendations that support the company’s future strategic direction
• Quality of Service – Monitors and ensures redeployment of resources as required in a fast-paced environment to maintain the highest levels of quality across Outbound Operations areas

Main Duties

• Ensures daily, weekly and monthly review/reporting of Fulfilment & Cut Sheet and Warehouse operations (KPIs, SLAs)
• Directs and acts as Project Manager for continuous improvement initiatives and/or large-scale projects which affect Fulfilment, Cut Sheet and/or Warehouse operations
• Leads the development, implementation and continuous improvement of standard operating procedures (SOPs) for inventory control, order fulfilment and quality control, ensuring clear governance, consistent ways of working, service quality and operational efficiency
• Performing HR duties such as recruiting, selecting, scheduling, mentoring/coaching and discipline
• Champions the communication, implementation and ongoing adherence to company operating policies and health and safety standards, ensuring colleagues understand their responsibilities and that a safe, compliant working environment is maintained
• Delivering financial targets by preparing the annual budgets, scheduling expenditures, analysing variance and initiating corrective actions
• Ensures full compliance with all relevant laws, regulations, industry standards and internal policies, maintaining robust controls and promoting a culture of accountability and regulatory awareness
• Initiates the promotion of our Company values to contribute to high morale
• Undertakes other ad hoc duties/projects as required

Qualifications and Experience

Person Specification

• Experience managing inventory on behalf of multiple clients within a shared fulfilment environment
• Experience of stock segregation, client ownership controls and inventory accuracy across multiple product ranges and locations
• Experience of service level agreements (SLAs) and client performance reporting within a 3PL fulfilment or logistics environment
• Experience onboarding new clients/customers, introducing new product ranges and managing stock transitions
• Results driven and focused
• Takes ownership
• Has highly developed planning and organisational skills
• Able to identify and take/recommend practical, well considered solutions to problems, gathering information from a wide range of sources
• Has highly developed communication skills and demonstrates critical thinking
• Is resilient, adaptable and flexible
• Able to work well in a fast paced, ever-changing environment
• Able to manage difficult and sensitive situations with high levels of tact and diplomacy
• Able to act compliantly in respect of company policies and procedures

Location: Chippenham, Lansdowne House

Employment Basis: Permanent, Full Time

Weekly Working Hours: 37.5

Role Purpose

• Protect and deliver IT Software Services across Woods Valldata to both internal and external clients. Be client and service focused. Deliver services on time and work to requirements. Ensure Woods Valldata has a sector leading information technology support and development services, which is secure and available.

Key Responsibilities

• Absolute security of systems and data – take no risks with system and data security. Ensure all correct techniques within software development and Technical Operations are used to ensure system and data security, which is paramount.
• Client Service – deliver client work to agreed quality and timescales to ensure exceptional client service.
• Confidentiality – be professional and confidential always, conducting yourself with integrity in all matters relating to the Company’s information, reputation and its employees and clients.

Main Duties

• Be aware of the compliance with PCI and GCRTS and other relevant standards.
• Ensure annual appraisals are attended and you’re clear on your role and objectives.
• Attend and take an active role in meetings, daily Stand-ups offering opinion, and helping lead debate.
• Ensure you’re aware and trained in the Company Information Security Management System.
• Ensure you understand and follow the Company policies with regards to system, data, and physical security at all times.
• Ensure you understand and follow the Company policies with regards to Health and Safety at all times.
• Ensure you understand and follow the Company policies with regards compliance with PCI and GCRTS and other relevant standards.
• Ensure you understand and follow the Company Standard Operating Procedures, where they exist.
• Feedback on day-to-day operations to ensure continuous improvement.
• Participate in Dev & Test team meetings and share useful transferable skills.
• Ensure priority requests for development are responded to in a timely manner.
• Ensure all IT processes are adhered to at all times.
• Review requirements and design documentation.
• Assist other developers
• Code reviews
• Design the most effective method of implementing a solution from a schedule of requirements (non-technical)
• Write and locally test appropriate code using agreed technologies
• Produce documentation detailing methodologies used
• Adhere strictly to the company’s version control procedures
• Track and report on times taken to complete developments, actual vs. estimates
• Provide regular updates on blocked tasks ensuring that all interested parties are kept informed.
• Participate when necessary, in development meetings including but not limited to:
  • Sprint planning meetings;
  • Daily (Scrum) update meetings; and
  • Estimation meetings.
• Undertakes other ad hoc duties/projects as required

Qualifications and Experience

Person Specification

• Applies a high level of accuracy and attention to detail
• Is diligent, methodical, and patient
• Can effectively multitask and balance priorities to meet agreed/tight deadlines
• Able to identify and mitigate risks
• Works well with minimal supervision and is self-motivated  
• Able to identify and take/recommend practical, well considered solutions to problems
• Is a good team worker/collaborates well with others
• Has a proactive approach and constantly seeks continuous improvement
• Builds and maintains strong internal/external professional relationships
• Has a ‘can do’ positive approach and is enthusiastic
• Able to work well in a fast paced, ever-changing environment
• Able to cope with unexpected challenges
• Able to act in a confidential manner and compliantly in respect of company policies and procedures

Location: Chippenham, Lansdowne House

Employment Basis: Permanent, Full Time (fully onsite)

Weekly Working Hours: 37.5 (between 8am until 5.30pm depending on business need)

Role Purpose

• Oversee the Inbound Operations Customer Service area to drive efficient, accurate and continuously improving service delivery, ensuring that client requests, Service Level Agreements and business Key Performance Indicators are met across all operational channels. Lead day-to-day performance, support colleague wellbeing and development, and deputise for the Inbound Operations Manager where required.
• Deliver a consistently high-quality service that generates exemplary feedback from clients, supporters and internal stakeholders, so that the Woods Valldata Inbound Operations offering is proactive, efficient and acknowledged as sector leading.

Key Responsibilities

• Lead the daily operation of the relevant Inbound Operations area, allocating work according to operational priorities and ensuring agreed processes, client SLAs and business KPIs are achieved.
• Monitor performance, quality, accuracy and outstanding work throughout the day; address emerging risks and escalate unresolved service, delivery or performance issues promptly.
• Coach, mentor and support colleagues and direct reports, contributing to training, cross-skilling and development and addressing performance or capability concerns in line with company policy.
• Own and manage effective resource planning by monitoring staffing requirements, attendance, training and team capability; escalate gaps and contribute to recruitment, onboarding and the management of temporary labour where required.
• Drive continuous improvement by challenging existing practices, supporting process change and identifying opportunities to improve performance, quality or reduce cost.
• Deputise for the Inbound Operations Manager where required and represent Inbound Operations at relevant client, departmental and wider company meetings, providing timely feedback to appropriate colleagues.
• Maintain professional, confidential and well-organised operations, records, shared resources and working areas

Main Duties

• Manage contacts and workload from clients, supporters and Woods Valldata business areas across calls, emails, tickets, physical responses, reports and any future channel.
• Ensure colleagues work effectively and follow agreed procedures, supported by regular audits that identify and correct weaknesses and sustain high levels of service and accuracy.
• Maintain appropriate employee performance, attendance and training records for permanent and temporary colleagues and ensure required checks are completed in line with company policy.
• Maintain suitable staffing levels to achieve SLA and budgetary targets, working with approved agencies and supporting recruitment or release of temporary staff where necessary.
• Monitor SLAs, KPIs, quality, actual performance against budget and other agreed measures, providing reports and management information as required.
• Resolve delivery, service and performance issues with other departments through Zendesk, the Incident Management process or escalation to senior management as appropriate.
• Liaise with clients and relevant third parties such as banks, postal suppliers, third party suppliers, secure couriers, machinery suppliers and recruitment agencies, to meet operational requirements, supporting formal Service Level reviews where appropriate.
• Maintain a thorough understanding of client requirements and brief teams accurately, including changes, risks, and improvement opportunities.
• Ensure compliance with applicable Health and Safety, quality management, PCI, GCRTS, data and physical security requirements, company policies and Standard Operating Procedures.
• Maintain clean, tidy and organised departmental areas and undertake other duties or projects as reasonably required, including supporting other business areas during busy periods.

Performance Measures

• Physical items opened, scanned and banked per agreed time period.
• Images data-captured per agreed time period.
• Calls handled, emails managed and tickets actioned per agreed time period.
• SLA attainment, quality and accuracy results, complaint and escalation resolution, and outstanding-work levels.
• Attendance, training completion, resource effectiveness and contribution to continuous-improvement activity.

Qualifications and Experience

Person Specification

• Results-driven and quality-focused, applying a high level of accuracy and attention to detail.
• Demonstrates strong leadership and interpersonal skills, with the ability to organise, motivate, coach and develop colleagues.
• Has highly developed planning, organisational and time-management skills, with the ability to multitask, balance priorities and meet tight deadlines.
• Communicates clearly and confidently through listening, verbal and written communication, report writing, and presentations.
• Builds and maintains strong professional relationships with clients, colleagues and third parties, and can influence and negotiate effectively.
• Gathers and analyses information from multiple sources, applies critical thinking and pragmatically identifies or recommends practical, well-considered solutions.
• Takes a creative and analytical approach and continually seeks and implements improvements in performance, quality, efficiency and cost effectiveness.
• Remains calm and effective under pressure and demonstrates resilience, adaptability and flexibility in a fast-paced, changing environment with unexpected challenges.
• Demonstrates emotional intelligence, tact and diplomacy when managing difficult or sensitive situations and supporting colleague wellbeing.
• Is credible, professional and trustworthy, acts confidentially and complies with company policies, procedures and applicable regulatory requirements.

Location: Chippenham, Lansdowne House

Employment Basis: Permanent, Full Time

Weekly Working Hours: 37.5

Role Purpose

• To deliver a customer service provision to our charity partners (clients) as well as the general public (supporters) and internal stakeholders
• Delivering exceptional service through all channels of communication and in all administrative duties.
• Consistently meeting internal and external requests against client Service Level Agreements (SLAs) and business Key Performance Indicators (KPI’s), in a way that is efficient and effective, leading to exemplary feedback from clients and internal stakeholders to ensure that the Woods Group services are seen to be proactive, efficient and are acknowledged as sector leading.

Key Responsibilities

• Client retention – offering proactive, exemplary levels of service to all clients and their supporters.
• Department efficiency – supporting the development of new processes and process changes, to enable a collaborative approach to efficiency.
• Team wellbeing – contributing to briefings, meetings, training and any other development opportunities to ensure the over team is developed, well briefed and dynamic.
• Client SLA’s – working within the guidelines of team/business KPIs to ensure the attainment of client SLA’s and being proactive by escalating issues relating to either aspect.

Main Duties

• Assists supporters/clients by answering their queries (via all channels) professionally and in line with client requirements, and processing payments via multiple methods where required.
• Assists in the timely and successful completion of queries/payments/complaints from supporters/clients by means of phone calls, emails and generating helpdesk tickets (and any future channels of communication).
• Escalates issues to relevant parties (Supporter Services Supervisor/Supporter Services Manager/Internal teams/clients) as appropriate, using the incident management process if required.
• Actions customer service letters and winner’s proceeds/correspondence to supporters as required and records on the relevant database/log.
• Actions post required to be sent back to clients (whitemail) as per individual client requirements and records on the relevant database/log. 
• Processes and actions via secure sites, electronic copies of documents as requested for individual client requirements.
• Actions tasks and activities as per regular client activities.
• Completes the cross-training programme as required to support a developed, efficient and multi skilled team.
• Consistently meets team and individual KPIs (measurable) in support of delivering client SLAs.
• Ensures the Support Services Supervisor/Supporter Services Manager are aware of any outstanding work at the end of each day.
• Provides cover for other team member duties as applicable and willing to assist other areas as required
• Undertakes other ad hoc duties/projects as required

Qualifications and Experience

Person Specification

• Applies a high level of accuracy and attention to detail.
• Can effectively multitask and balance priorities to meet agreed deadlines.
• Has highly developed/good communication skills (listening, verbal and written).
• Takes ownership and works well with minimal supervision.  
• Has a proactive approach.
• Is a good team worker/collaborates well with others
• Copes well under pressure
• Is resilient
• Is adaptable and flexible
• Able to work well in a fast paced, ever-changing environment
• Acts in a confidential manner, is always professional and acts with integrity in all matters relating to the company its information, reputation and its employees and clients.
• Ensures the work environment is always clear, tidy and impeccably organised at all times