Primary purpose of the role: The successful candidate will focus on strengthening long-term relationships with our delegates. You will champion delegate experience at every stage of event planning and bring together staff and volunteer teams under that umbrella.
Background: The DEL will be part of the busy Events team, involved in many different aspects of event administration for New Wine events with a specific focus on the delegate interactions with New Wine. In addition, you will bring your experience and expertise in support of the whole team; joining weekly planning meetings and interacting on a regular basis.
Areas of Responsibility:
Day-to-day engagement, management and delivery of an outstanding delegate experience. This includes but is not limited to:
- Management and development of our Support Ticket System (Zendesk) to swiftly and effectively answer delegate queries.
- Setting specific, measurable, attainable goals for customer satisfaction and response times to all delegate enquiries.
- Identify and develop “Delegate journeys” alongside the Marketing Lead, Head of Events and Communications Lead.
- Oversee and develop our booking system (Festival Pro), ensuring a simple and smooth workflow from browsing to event confirmation.
- Working with the Marketing Lead to continuously build positive and fresh experiences for conference delegates.
- Gathering customer intelligence and implementing evidence-based insights to reinforce and improve delegate journeys.
- Working with the Marketing Communications Team to formulate and distribute relevant communications before events as well as anticipating FAQs.
- Lead the Delegate Experience Team to deliver excellent customer service with line management responsibility for the Delegate Experience Manager and summer assistants. This includes ensuring the smooth operation of the “Information Desk” at New Wine events.
- Working alongside the Head of Events and Director of Operations to develop and update existing bursary policies.
- Innovative approaches to CRM functions collecting and utilising delegate data to maximise delegate experiences.
- Creating and distributing delegate running total reports for all core events (including KPIs) to relevant stakeholders weekly.
- Perform daily customer service tasks, such as administering bookings and handling queries and complaints via phone and email.
New Wine Summer Festival:
- Working in conjunction with the Camping Manager and Head of Events to manage the rollout of ‘Village Allocation’.
- Inputting, where appropriate, to the event programme - ensuring delegate feedback is well represented.
The above list of job deliverables is open and partial, and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.
Person Specification:
Required skills and qualifications:
· Vision-driven and action-oriented.
· Demonstrates emotional intelligence.
· Responsible self-starter who is highly organised and takes initiative.
· Excellent interpersonal skills.
· Excellent written and verbal communication.
· High level of discretion and wisdom.
· Experience in people management.
· An inherent desire to achieve exceptional results.
· Ability to perform and prioritise multiple tasks with excellent attention to detail.
· Flexible team player, willing to adapt to changes and unafraid of challenges.
· Strong time-management skills and an ability to coordinate multiple projects and deadlines.
· Knowledge and experience in using Microsoft 365 and social media.
· Commitment to the mission and values of New Wine.
Preferred skills and qualifications
· Experience in Customer Service.
· Previous experience within the New Wine network and the events industry.
Role Particulars:
Working Pattern: This is a full-time position, requiring one day per week in London, typically on Tuesdays or Wednesdays. Due to the nature of this role, some travel and periods of working away from home will be necessary, as agreed in advance. The Delegate Experience Lead must be available for the annual leadership conference and the New Wine Festival, including the setup and teardown of these events.
Places of work: This role offers hybrid and flexible working arrangements, with a minimum requirement of one day per week in the London office.
Supervision: The post holder will receive regular supervision from their line manager to ensure ongoing support and development.
Role review: There is a three-month probationary period for this role. Following this, the post holder will undergo a quarterly rolling review of performance, the role, job description, terms, and package.
This post is subject to an occupational requirement that the holder be a practising Christian under Part 1 of Schedule 9 of the Equality Act 2010.
This job description is intended to summarise the primary responsibilities and qualifications for this position. The job description is intended to include only some duties an individual in this position might be asked to perform or all qualifications that may be required now or in the future. New Wine reserves the right to revise the duties outlined in this job description at its discretion.
Why join our team?
One team: We care about you and invest in our team with training opportunities, quarterly reviews, and flexible working. We are keen for you to flourish here at New Wine, so if you see something you’d like to learn or a skill you’d like to develop, let your manager know!
Workspace: We have moved our office to Work.Life, with our main base being the Liverpool Street branch. Within the building, there are fantastic spaces for meeting, networking and coworking, as well as free coffee and events, breakfasts and well-being activities for us as members.
Healthcare: We are pleased to have recently launched Vitality Healthcare for team members who work more than 15 hours a week.
Events: Joining New Wine has exciting opportunities as we head to our two main events, the New Wine Leadership Conference and the New Wine Summer Festival. Depending on your job role, there may be other opportunities to head to site, but you will be invited, and arrangements will be made in advance. Specifically, at our two main events, we will look after you so you can do your job to the best of your ability. We also make sure TOIL is accrued so that you can rest to the best of your ability too!
Prayer Days: Your physical, mental, and spiritual health are incredibly important to us. While onsite at our events and throughout the year, we make sure to honour Prayer Days.
Pension: After completing three months and passing your probation, you will be automatically enrolled in the New Wine pension scheme. As part of the scheme, we will contribute 10% of your salary. This scheme does not require any contributions from you. However, if you would like to make additional contributions, you can arrange this with the Finance Manager.
Application process:
Key dates: The application deadline is 25th November 2024, 9 am. We may close applications early if strong applicants are received before this time. Candidates must be available for in-person interviews on the 28th of November.
Application: To apply, please send your CV and cover letter to recruitment@new-wine.org.
New Wine Trust
New Wine is a Christian charity based in London operating all over England actively working with local churches to change nations.
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