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Supporter Care Coordinator

Employer
Third Sector Recruitment
Location
London (Central)
Salary
£24,500
Closing date
16 Aug 2018

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Supporter Care Coordinator – Central London

Full time, temporary (As soon as possible – Mid September)

The Supporter Relations team play a vital role in ensuring that our client delivers an outstanding customer service to supporters so that their experience is second to none, leaving them feeling valued and committed to on-going support. You will work closely with the team of coordinators, directly delivering the teams vision of “Inspiring our supporters and each other in a manner that’s effortless, consistent, and engaging”. The role is varied and fast-paced, as team members are the first point of contact for supporters across all channels. You will also work closely with the Income and Operations team, sharing knowledge and processes to ensure an efficient supporter experience is delivered. Engagement and communication is at the heart of this role and will require someone who is above all else real, personal, compassionate and courageous.

You will be responsible for delivering an excellent supporter experience, with supporter satisfaction being the desired outcome for all interactions. Responding to, and logging, all incoming enquiries from supporters and prospective supporters (phone, mail, and online) within agreed timescales and in line with agreed briefs and procedures. Ensuring all communication is effortless, consistent and engaging in order to recruit, support, steward, develop and retain supporters through great one-to-one supporter care. Includes proactive Supporter Care initiatives such as outbound calling. You will be managing complaints and  enquiries with confidence & positivity, following organizational policies and meeting service level agreements, all the while delivering exemplary supporter care and escalating where necessary. Identify fundraising and supporter engagement opportunities (e.g. gift aid) and promote them as appropriate in order to deepen engagement of our existing supporters, optimize supporter retention and help deliver fundraising targets.

You will need to demonstrate previous experience of working in a customer or supporter care environment with excellent written and oral communication skills, with the ability to adapt depending on the situation. The ideal candidate will have experience of dealing with difficult or sensitive interactions and maintaining confidence and empathy. You will need to have good knowledge of CRM databases and the importance of data adherence with knowledge of relevant charity legislation (Gift Aid and Data Protection for example).

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