Forestry England is recruiting a Customer Relations Assistant to join its national Customer Relations Team in Thetford, Norfolk.
This permanent, part-time position involves supporting customers with event tickets, memberships, admissions, sales, online issues and general enquiries through telephone, email and other customer service channels.
Important: This role can only be worked in the UK and not overseas. Applicants must also meet the relevant UK right-to-work and Civil Service nationality requirements.
Job Details
- Employer: Forestry Commission / Forestry England
- Role: Customer Relations Assistant
- Reference: 482547
- Salary: £26,959 per year
- Contract: Permanent
- Grade: Administrative Officer, payband 6B
- Hours: 22.5 hours per week
- Working pattern: Part-time and flexible
- Days: 3 days per week, Monday to Sunday
- Location: Keystone Innovation Centre, Croxton Road, Thetford, Norfolk
- Working arrangement: Some optional blended working may be available
- Vacancies: 1
- Closing date: 11:55 pm, Monday 12 October 2026
About the Role
The Customer Relations Assistant will provide professional customer service across Forestry England’s national Customer Relations Team.
The role covers customer enquiries and support relating to event tickets, admissions, memberships, advance sales and other services. The successful applicant will also contribute to sales, administration, CRM support and the smooth operation of customer service activities.
Because the team operates across a seven-day service, the role includes regular weekend, public holiday, privilege holiday and evening working through a rostered arrangement.
Occasional travel may also be required because the post supports activities across England.
Key Responsibilities
- Handle customer enquiries relating to event tickets, admissions and memberships.
- Provide telephone sales and resolve online customer issues.
- Deal with product information, feedback, renewals and gift purchases.
- Handle enquiries relating to areas such as fundraising and parking.
- Support colleagues with member enquiries at Forestry England sites.
- Monitor and respond to team emails and calls.
- Manage customer cases through CRM systems.
- Process transactions in accordance with relevant policies and procedures.
- Follow requirements covering GDPR, financial payments, direct debits and potential ticket fraud.
- Maintain stock records and carry out database administration.
- Support customer enquiries during busy events and peak periods.
- Assist with new and existing CRM systems.
- Contribute ideas and feedback to improve products and ways of working.
- Provide an accessible and inclusive customer service to people with additional needs or access requirements.
Requirements
Applicants should have:
- Proven administrative ability and strong attention to detail.
- Good IT skills, including Microsoft Word, Excel, Teams and Outlook.
- Excellent customer service skills.
Desirable experience includes:
- Working in the music, events or visitor attractions sector.
- Ticketing, membership or customer service experience.
- Providing customer service by telephone, email and face to face.
- Experience using CRM databases and related software.
Working Pattern
This is a 22.5-hour-per-week part-time position, worked over three days from Monday to Sunday.
Applicants should be prepared for regular rostered:
- Weekend work
- Evening work
- Public holiday work
- Privilege holiday work
The role may offer some blended working, but it cannot be performed from overseas.
Salary and Benefits
The salary is £26,959 per year.
Benefits include:
- Civil Service Defined Benefit Pension Scheme
- Employer pension contribution of 28.97%
- Learning and development tailored to the role
- Flexible working options
- Inclusive working environment
- Opportunities to support a national customer relations operation
Visa / Right-to-Work
The advert does not state that visa sponsorship is available.
The position can only be worked in the UK. Applicants must meet the applicable Civil Service nationality and right-to-work requirements.
The vacancy is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with UK work rights, eligible EUSS nationals and family members, and other groups listed in the official nationality requirements.
Application / Selection Process
The recruitment process uses the Civil Service Success Profiles framework.
Applicants will need to provide:
- A 200-word statement covering relevant experience and career history.
- A personal statement of no more than 500 words.
Both will be considered during the initial sift.
The interview will assess:
- Delivering at Pace
- Working Together
- Communicating and Influencing
- Managing a Quality Service
Candidates may also be assessed through experience, strengths and/or technical elements, which could include a presentation, practical task or written exercise.
Applicants using AI to support their application must ensure that all statements and examples are truthful, factually accurate and based on their own experience.
Security Checks
Successful candidates will be required to complete:
- A basic or equivalent criminal record check.
- Government Baseline Personnel Security Standard checks.
Closing Date
11:55 pm, Monday 12 October 2026
How to Apply
Applications must be submitted through the official recruitment process. Applications cannot be submitted by email.
Original vacancy: Civil Service Jobs – Customer Relations Assistant, Forestry Commission, reference 482547.