Project Coordinator - Customer Delight Executive
Employer: Twinkl
Location: Office, Hybrid, Remote
Working hours: Full time, 37.5 hours per week
Salary: £26,400
Closing date: 07/11/2025
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The Twinkl Community Collection enables Twinkl to support educators across the UK financially and with physical, tangible support.
The Community Collection is an application process for schools and educational organisations to apply for financial or physical support for a project of their choice for their setting. One applicant receives the main £500 prize, and we also provide support for other applications, through providing funding, gift cards, purchasing physical items or sending Twinkl products to them.
Within Customer Delight, we also send RAKs (random acts of kindness) out across our customer base to surprise and delight our Twinkl users.
Role KPIs
Ensure 95% of team SLAs are met every month
Produce 1 impact story/case study per month
Complete >90% of delegated Customer Delight project actions every month
Who are we looking for?
As Coordinator, you’ll be working within the Customer Delight team to ensure both the Community Collection and RAK initiatives are working effectively.
You’ll support the development of both initiatives whilst supporting the day-to-day running of the regular processes. You will contact applicants, each round, and ensure we are providing direct and bespoke support to as many applications as possible within our budgets.
You will work to identify support opportunities for schools in crisis and RAK opportunities throughout the month.
In addition, you will support projects that work towards our strategic goals for the year through delegated tasks.
This role will require excellent communication and creativity, an understanding of our customers and products, PR awareness and stakeholder management, as you will be working with multiple business areas.
Ongoing projects/how you’ll spend your day:
Customer service tasks such as responding to emails and contacting winners
Shortlisting applications for each round
Selecting, costing and ordering items for supported applicants
Ensure all prizes are awarded and delivered to winning schools and individuals
Support on data collection and insight gathering
Project support
Help define and develop improvements to Community Collection
Support with the processing and monitoring of RAKs
Support on “Delight” activities and projects
To succeed in the role, you will:
Be able to coordinate multiple actions and thrive in a fast-paced and dynamic environment
Be able to balance creative thinking with project coordination
Be able to plan ahead and think creatively
Have excellent communication skills
We're interested in anyone who meets one, or a combination of the following:
Experience in customer service
An understanding of Twinkl, its partners and its products
Experience working in the fundraising sector would be beneficial
You’ll work with:
Hannah Corrigan - Community Collection, Prize Draw & RAKs Manager
Zara Makinta - Senior Customer Delight Manager
Soft Skills:
Is good fun to be with and can communicate well with others
Is organised, able to work to deadlines, and manages time effectively
A real team player and strong collaborator; adaptable and able to work with others to develop new ideas
Can communicate with colleagues and our external partners effectively, both written and verbally
Has a good work ethic, is passionate, driven and loves what they do
Is honest, trustworthy and reliable
Open to feedback and implementing feedback in ongoing projects
Produces quality work and is ready to learn new skills
If you require a reasonable adjustment to the application/selection process to enable you to demonstrate your ability to perform the job requirements please include this at the foot of your covering letter. This will help us to understand any modifications we may need to make to support you throughout our selection process.
In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.
Here’s a couple of the things that make Twinkl a great place to be:
A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process
Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a "Me" day each year, a charity day each year, flexible working policy with opportunities to work from home and Twinkl subscriptions.
Quarterly company awards programme
Seasonal events
Referral scheme
Cervical and Prostate screening
Company sick pay after 3 months of service
After probation - cycle-to-work scheme
Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave
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