Job Description

ROLE: Customer Services & facilities Officer (Management Trainee)- Bolton HO

BENEFITS

Salary:

25,000 - 28,000 per annum

Hours of duty:

37.5 hours per week

Responsible to:

Customer Service Manager

Location:

Bolton Office

Annual leave:

28 days per year

THE ORGANISATION

Established in 2001, Ummah Welfare Trust is a UK-based international relief and development charity. Inspired by the Islamic teachings of empathy, generosity and selflessness, the trust aims to alleviate poverty and suffering across the world, and also ensuring that the rights of those who are neglected and oppressed are fulfilled by providing sustainable development solutions relating to shelter, education, health, and spiritual wellbeing.

Knowing that we are all ultimately accountable to the Almighty, the charity strives to maintain transparency and accountability, and as such the charity also has a full and transparent audit trail from the donor to the beneficiary.

To find out more about the organisation please visit our website on: https://uwt.org/

THE ROLE

Ummah Welfare Trust is looking for an enthusiastic, person focussed Customer Services Officer with passion to learn and grow to provide a quality service to our donors, visitors, customers, staff and members of the public.

The post holder will be donor focussed, strive for customer service excellence and will promote this throughout the Customer Services Department.

OVERALL RESPONSIBILITIES

The post holder will report to the Customer Services Manager and will work in close coordination with PR/Fundraising and Donor Feedback departments to deliver the following:

To answer telephone calls and email queries from donors and the general public; Monitor and respond to donations and gift aid that have not been processed; Assist in the resolution of donor and customer complaints, and follow problems through to a satisfactory conclusion; Maintain up-to-date records of donor discussions (i.e. queries / complaints / suggestions, the departments resulting actions and the outcomes); Identify, collate and analyse key Departmental service data and statistics (i.e. donor satisfaction, complaints, total calls, missed calls, resolved queries, failed donations etc.); Assist in producing relevant reports (training will be provided); Monitor & sort office post (training will be provided); Order and raise purchase orders for stationery and other necessary items (training will be provided) Carry out reception duties (i.e. Receiving visitors, accepting small to medium sized deliveries etc.); Liaise with other relevant UWT departments on relevant tasks (i.e. Warehouse, Recycling department etc.) and external contractors (i.e. Plumbers, electricians, builders etc.); Assist in setting up UWT events; Attend and assist at the annual staff & volunteers' meetings; General office duties; and other duties that are commensurate to the post.

LEARNING OBJECTIVES

In addition to the above, the incumbent is expected to learn under the mentorship of the current CS manager and demonstrate their skillset and competency to deliver the following independently to move to the management cadre.

Recruiting, coaching, training, development of customer service staff including seasonal staff. Preparing Annual CS Budget, Operational Plan, monitor and report on the KPIs. Preparing and managing call centre rota in busy periods. Conducting DBS Check of staff and volunteers joining UWT team. Preparing CS monthly report for trustees. Health & Safety Risk Assessment, Intruder Alarm, First Aid and Fire Safety. Managing housekeeping staff at the HO. Oversight of the HO facility management including periodic inspections, check-ups, repair orders etc. Assisting the Customer Service Manager in carrying out his duties; Staff Performance Management

PERSON SPECIFICATION

Qualifications

Qualified to A level standard or equivalent (i.e. BTEC, NVQ etc.) (Essential)

Experience

Proven working experience as a Customer Service or Call Centre Staff (Essential)

Knowledge

Working knowledge of customer service and call centre technology, software, databases and tools (Essential)

Skills

Excellent telephone manners - with good oral and written communication skills (Essential) Good organisational skills with the ability to prioritise work (Essential) Ability to work under pressure and to tight deadlines during busy periods (Essential) Friendly, helpful team player with a very flexible approach to work (Essential) Take pride in delivering an excellent service (Essential) High level competency in Microsoft Word & medium level competency in Excel (Essential) Basic grasp of some of the following community languages (i.e. Urdu, Bengali, Gujarati, Arabic etc.) (Desirable)

Other

Personal conduct and delivery of work should comply with the values and culture of Ummah Welfare Trust (Essential) Occasionally adapt working times to meet the requirements of the organisation (Essential) Hold a valid UK driving license (Desirable) Residing in Bolton (Desirable)

HOW TO APPLY

This post is subject to a Disclosure and Barring Service (DBS) check.

The closing date for applications is

21st August, 2025

, although the position may close sooner if the right candidate is found.

To apply for this role, please email your CV and Covering Letter to the email provided.

Please ensure that you

address how you satisfy each of the criteria in the person specification in your covering letter.

For more information or discussion about the role please contact: 01204 661049

Please note: applications from recruitment agencies are not welcome.

Job Type: Full-time

Pay: 25,000.00-28,000.00 per year

Work Location: In person

Application deadline: 21/08/2025
Reference ID: UWTCSM23-01