We are recruiting for a Senior Supporter Contact Officer for an International animal welfare charity , this role is FTC for 6 months. You will undertake and co-ordinate the work of a busy Supporter Contact team, enabling them to deliver an outstanding multi-channel contact service to the Charity's existing and potential supporters and donors. The role will work within Supporter Contact team and work closely with the Donation and Fulfilment, Community Fundraising and Direct Marketing teams to deliver excellent service provision to donors.
This role can be Hybrid working , will need to go the office 1/2 days a week.
To respond to donor and potential donor enquiries through multiple channels with the aim of encouraging supporters to retain or increase their support for the charity
To co-ordinate the daily tasks and priorities of the Contact Team, ensuring adequate cover is provided across all channels at all times, and that the team are working
within/toward agreed SLAs.
To be the first point of escalation for queries and complaints coming into the ContactTeam, and ensuring these are passed to the Supporter Contact Manager when required
To respond in appropriate tone in a timely manner with accurate information,following agreed contact structures and completing the necessary administration,such as collecting a donation or adding information onto the database
To make outbound telephone calls/emails as required to new supporters, follow up queries, verify details or thank donors.
To retain and manage information needed for contact management, using appropriate resources and reference materials, including preparing and sending briefs to the rest of the team and agencies
To work with the Supporter Contact Manager to train agencies on the Charity's work,handling supporter calls and using systems to process payments and donor information and to listen to and score call recordings provided by agencies and send constructive feedback and monitor follow up actions
Extensive experience of working in a customer service environment and understanding the importance of delivering excellent customer care
IT literate, across all standard Office software with experience of using databases and data collection
Excellent call handling skills and the ability to respectfully,honestly and transparently adjust communication to audience recognising the importance of diversity
Experience of delivering training and ability to engage an audience
Our aim is to respond to all successful applications within 5 days. If you haven't been contacted within 5 days your application has been unsuccessful and your details will not be held further but we positively encourage you to apply for any other positions that you may see in the future.
We apologise that we cannot contact everybody in person but thank you in advance for your interest.
Third Solutions encourages applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Third Solutions acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003.