Support Services Administrator

THE WOODLAND TRUST; South Kesteven; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Enhanced Employer Pension

Life Assurance

Flexible and hybrid working options

25 Days plus Bank Holidays (pro rata)

Buy and sell holiday scheme

Enhanced parental pay

Employee assistance programme

Job summary

The Woodland Trust is seeking a Support Services Administrator to join our team in Grantham. You will handle enquiries, payments and administrative tasks to ensure accurate, efficient and high-quality service.

This full-time role (37.5 hours) offers flexible and hybrid working options and a comprehensive benefits package. You will manage a busy workload, process payments securely, prepare communications, and maintain strong relationships with colleagues and stakeholders.

Qualifications

• Experience delivering a high standard of customer service with a friendly, approachable and positive attitude.
• Able to work effectively as part of a team, building positive relationships and communicating with empathy and diplomacy.
• Demonstrate strong administration and data-entry skills, with excellent attention to detail and accuracy.
• Use IT confidently, including Microsoft Office and relevant systems.
• Organise and prioritise your workload effectively, managing your time and maintaining accuracy when handling competing demands.

Responsibilities

• Deliver an excellent supporter experience by responding to enquiries, requests and complaints professionally, empathetically and within agreed timescales, across phone, email and post.
• Manage a busy and varied workload, balancing pace, accuracy and quality while adapting to changing priorities and volumes.
• Process supporter payments, financial adjustments and sensitive data accurately and securely, in line with relevant compliance, PCI DSS and data protection requirements.
• Prepare and send a range of supporter communications and materials, including bespoke letters, membership packs, thank-you correspondence and Trust information.
• Process incoming and outgoing post, courier packages and other supporter communications efficiently and accurately.
• Identify and resolve unusual or complex requests appropriately, using knowledge of Support Services and exercising sound judgement in the best interests of supporters and the Trust.
• Build effective relationships with colleagues, internal customers and key stakeholders, attending meetings and representing Support Services where required.
• This role is based in our Head Office in Grantham.

Skills

Customer service

Teamwork

Attention to detail

Time management

Data entry

Tools

Microsoft Office

CRM systems

Job description

Support Services Administrator

The Woodland Trust is looking for a Support Services Administrator to join our team and help deliver an excellent experience for our supporters. You’ll handle a range of enquiries, payments and administrative tasks, ensuring accurate, efficient and high-quality service.

This role is advertised as full-time, 37.5 hours per week.

The Role:

• Deliver an excellent supporter experience by responding to enquiries, requests and complaints professionally, empathetically and within agreed timescales, across phone, email and post.
• Manage a busy and varied workload, balancing pace, accuracy and quality while adapting to changing priorities and volumes.
• Process supporter payments, financial adjustments and sensitive data accurately and securely, in line with relevant compliance, PCI DSS and data protection requirements.
• Prepare and send a range of supporter communications and materials, including bespoke letters, membership packs, thank-you correspondence and Trust information.
• Process incoming and outgoing post, courier packages and other supporter communications efficiently and accurately.
• Identify and resolve unusual or complex requests appropriately, using knowledge of Support Services and exercising sound judgement in the best interests of supporters and the Trust.
• Build effective relationships with colleagues, internal customers and key stakeholders, attending meetings and representing Support Services where required.
• This role is based in our Head Office in Grantham.

The Candidate:

• Experience delivering a high standard of customer service with a friendly, approachable and positive attitude.
• Able to work effectively as part of a team, building positive relationships and communicating with empathy and diplomacy.
• Demonstrate strong administration and data-entry skills, with excellent attention to detail and accuracy.
• Use IT confidently, including Microsoft Office and relevant systems.
• Organise and prioritise your workload effectively, managing your time and maintaining accuracy when handling competing demands.

Benefits and Wellbeing:
Joining our team means you’ll be part of our fight for a greener, healthier planet for people and wildlife. We take good care of our staff, offering support and training opportunities. We also offer:

• Enhanced Employer Pension
• Life Assurance
• Flexible and hybrid working options (7am - 7pm)
• Generous annual leave - 25 Days plus Bank Holidays (pro rata for part-time)
• Buy and sell holiday scheme
• Enhanced parental pay
• Employee assistance programme

To support inclusivity and remove barriers for candidates, we publish all salaries upfront and proudly follow the We Show the Salary pledge. The salary listed is the set salary for this role, and we don’t ask applicants to state their current pay or expectations. If you choose to apply, we’ll take that as confirmation that the advertised salary meets your expectations.

About Us:
The Woodland Trust is the UK’s largest woodland conservation charity. We want to see a world where woods and trees thrive for people and nature. The Trust engages and inspires people to make a difference by protecting, restoring and creating woodland and getting more trees in the ground.

Our commitment to Diversity and Inclusion:
To achieve our mission, we need to better reflect society and the communities we work in. People of colour and disabled people are currently under-represented across the environment and conservation sector. If you identify as a person of colour and/or disabled, we particularly encourage you to apply.

Completed applications will be reviewed by a hiring manager and/or a member of the recruitment team, and you will receive an update on the outcome of your application via email.

Acceptable Use - Artificial Intelligence (AI):
We understand that candidates may choose to use AI tools to support their job applications. However, we ask that any information submitted reflects your own experience, skills and understanding. During interviews, candidates are expected to respond independently without the use of AI tools.

Interviews will take place at our Head Office in Grantham. Interview questions will be provided before the interview to help you prepare.

For queries about this role, reasonable adjustments, or support with your application, please contact: [e-mail]