Part-time Supporter Care Advisor - x 3 days per week, office-based.
Ongoing
£94 - £105 per day
Do you believe that everyone should have equal opportunity in life? Do you want to be involved in transforming people's lives? Our client, a global charity, is recruiting a part-time Supporter Care Advisor to join their team in the heart of Central London.
Your job purpose will be to deliver outstanding service to their supporters to ensure this support exceeds expectations. You will answer a wide range of enquiries about the organisation, take donations, proactively seek out new ways to improve the service, update all campaigns and deal with complaints.
You must have experience in a customer service role, preferably from the charity sector, and a valid DBS certificate. You will have excellent interpersonal skills, a passion for helping others and high attention to detail.
If you are immediately available and looking for a part-time, office-based, job opportunity, please do not hesitate to get in touch.
Job Purpose:
To deliver outstanding service to our supporters, both proactively and reactively. This service should always meet and exceed the expectations of our supporters, in order that they can actively contribute to our work through donating, volunteering, raising money and awareness.
Key Accountabilities:
- Answering a wide range of enquiries about fundraising and our organisation via telephone, email, letter and social media according to agreed service level agreements and in line with our Supporter Promise.
- Taking credit card donations and setting up Direct Debits.
- Ensuring all efforts are made to fulfil requests in a comprehensive, timely manner by effectively organising and accessing information, using initiative and collaborative working.
- Listening and responding to complaints and problems from supporters as outlined in the Complaints Policy.
- Recording all incoming and outgoing communications on our supporter database (CARE) - delivering supporter feedback to relevant teams across the organisation.
- Adapting, communicating and documenting Supporter Care techniques, processes and frequently asked questions.
- Proactively seeking out new ways to improve the service offered to our supporters as part of a Surprise and Delight approach.
- Listening, responding and adding value to supporter activity and fundraising plans by linking supporters with additional ideas and resources; delivering excellent customer service to increase supporter value and reduce attrition rates.
- Keeping updated on current campaigns, appeals and programme work, and able to articulate this work to supporters in a clear and concise manner.
- Adhering to all relevant laws, best practices and policies, such as the HMRC regulations, the Data Protection Act, internal data capture processes and other security procedures that protect supporters' data and donations.
Personal Skills:
- A 'can do' attitude, proactively looking for ways to improve the support on offer and remove barriers that have the potential to hinder.
- Ability to unravel complex queries and identify problems in an environment where the problem is not always immediately apparent or clearly communicated.
- Organised with a systematic way of working.
- Able to communicate complex issues clearly & concisely.
- Ability to work to tight deadlines manage my own workload, and multitask at short notice.
- Strong interpersonal skills and experience working well with a range of departments within a large organisation.
- Ability to absorb and retain a large body of information.
- A flexible team player able to go the extra mile to service supporter needs.
- An understanding of how supporter care or customer relationship management contributes to the profitability of customers or supporters.
- High attention to detail.
- A passion for supporting and helping others.
Love Success is acting as an Employment Business in relation to this vacancy.