Job Introduction

Project Coordinator - Customer Delight

Location: Office, Hybrid, Remote

Annual Salary: £26,400

Hours of work: 37.5hrs 

Contract: Permanent

Hiring Manager:  Hannah Carrigan

Recruiter: Will Thom

The Twinkl Community Collection enables Twinkl to support educators across the UK financially and with physical, tangible support. 

The Community Collection is an application process for schools and educational organisations to apply for financial or physical support for a project of their choice for their setting. One applicant receives the main £500 prize, and we also provide support for other applications, through providing funding, gift cards, purchasing physical items or sending Twinkl products to them. 

Within Customer Delight, we also send RAKs (random acts of kindness) out across our customer base to surprise and delight our Twinkl users.

Role KPIs

• Ensure 95% of team SLAs are met every month

• Produce 1 impact story/case study per month

• Complete >90% of delegated Customer Delight project actions every month

Who are we looking for?

As Coordinator, you’ll be working within the Customer Delight team to ensure both the Community Collection and RAK initiatives are working effectively.

You’ll support the development of both initiatives whilst supporting the day-to-day running of the regular processes. You will contact applicants, each round, and ensure we are providing direct and bespoke support to as many applications as possible within our budgets.

You will work to identify support opportunities for schools in crisis and RAK opportunities throughout the month.

In addition, you will support projects that work towards our strategic goals for the year through delegated tasks.

This role will require excellent communication and creativity, an understanding of our customers and products, PR awareness and stakeholder management, as you will be working with multiple business areas. 

Ongoing projects/how you’ll spend your day:

• Customer service tasks such as responding to emails and contacting winners

• Shortlisting applications for each round

• Selecting, costing and ordering items for supported applicants

• Ensure all prizes are awarded and delivered to winning schools and individuals

• Support on data collection and insight gathering

• Project support

• Help define and develop improvements to Community Collection

• Support with the processing and monitoring of RAKs

• Support on “Delight” activities and projects 

To succeed in the role, you will:

• Be able to coordinate multiple actions and thrive in a fast-paced and dynamic environment

• Be able to balance creative thinking with project coordination

• Be able to plan ahead and think creatively

• Have excellent communication skills

We're interested in anyone who meets one, or a combination of the following: 

• Experience in customer service

• An understanding of Twinkl, its partners and its products

• Experience working in the fundraising sector would be beneficial

You’ll work with:

• Hannah Corrigan - Community Collection, Prize Draw & RAKs Manager

• Zara Makinta - Senior Customer Delight Manager

Soft Skills:

• Is good fun to be with and can communicate well with others

• Is organised, able to work to deadlines, and manages time effectively

• A real team player and strong collaborator; adaptable and able to work with others to develop new ideas

• Can communicate with colleagues and our external partners effectively, both written and verbally

• Has a good work ethic, is passionate, driven and loves what they do

• Is honest, trustworthy and reliable

• Open to feedback and implementing feedback in ongoing projects

• Produces quality work and is ready to learn new skills 

If you require a reasonable adjustment to the application/selection process to enable you to demonstrate your ability to perform the job requirements please include this at the foot of your covering letter. This will help us to understand any modifications we may need to make to support you throughout our selection process.

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

Here’s a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process
• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
• From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a "Me" day each year, a charity day each year, flexible working policy with opportunities to work from home and Twinkl subscriptions.
• Quarterly company awards programme
• Seasonal events
• Referral scheme
• Cervical and Prostate screening
• Company sick pay after 3 months of service 
• After probation - cycle-to-work scheme
• Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave