Steven Mitchell Email & Phone Number

My duties include:• Managing the membership journey and communications for 50,000 members• Managing NCT Members Club – a membership benefits discount package• Liaising with corporate partners to generate/agree member offers• Delivered project to digitise printed/postal membership mailings• CRM (Care) data management for communications, analysis and reporting • Creating, running and reporting on membership surveys• Building and delivering engaging email marketing with Dotdigital (email client)• Cross selling NCT services and events to members• Corporate membership programme management• Setting up and running long-term member programme • Writing engaging copy for intranet and member publication, NCT Matters• Developing communications plans for campaigns to create engagement • Maintaining NCT’s online membership content• Briefing graphic design for new membership collateral • Briefing IT for technical support to improve systems and processes• Training colleagues on the use of NCT’s digital membership platforms and CRM• Responding to members queries and questions and complaint handling• Supporting volunteers with membership in local branches• Salesforce rollout champion.

London, United Kingdom

Leading customer service team managing inbound sales and customer service enquiries supporting 30,000 customers a year and 5,000 volunteers in 200 volunteer-run branches.Duties included:• Managing the first point of contact for all customer enquiries• Ensuring all enquiries processed within agreed targets • Taking calls, answering questions and problem solving for external and internal stakeholders • CRM (Care) data management for communications, analysis and reporting • Information database management• Sign posting to relevant organisations• Compliant handling and resolution in line with agreed procedures• Regular reporting to senior management team • Line management of team of 6 enquiry officers.

London, United Kingdom

Supporting course sales and customer service enquiries. Also had responsibility for regional volunteer induction and training. Duties included:• Being the first point of contact for all customer enquiries• Taking calls, answering questions and problem solving for external and internal stakeholders • Responding to email enquiries within agreed target times• Leading training and support sessions for volunteers.

London, United Kingdom

Duties included:• Handling calls to the switchboard• Welcoming and managing visitors • Receiving and dealing with deliveries• Responding to letters and emails• Booking meeting rooms.

London, United Kingdom

Maker of premium chocolates and petits fours.Duties included:• Leading a staff team of 20 plus• Assisting the production manager with daily production duties• Ensuring food quality and taste is of the highest standard• Planning daily production lines• Managing inventory of stock and ordering materials.