Supporter Care Officer (temporary)

This is the ideal opportunity for an ambitious team player with supporter care/customer service experience to develop their career as part of the UK’s leading dementia research charity. Working closely with the Supporter Care Manager (SCM), you will work in a supervisory capacity to the rest of the supporter care team (3 Supporter Care Executives) to ensure that the charity’s supporters receive an excellent standard of service.

Main tasks of role:

• Act as the first point of contact for the resolution of complex queries and complaints.
• Assist in managing the day to day work of the Supporter Care team, including managing turnaround times.
• Assist the SCM with projects involving Supporter Care, and be the team representative on some cross functional projects.
• Deputise for the SCM, assuming responsibility for the team in their absence.
• Recognise fundraising, engagement and retention opportunities when talking to supporters.
• Respond to queries received by phone, email and post and assist the team in doing the same.
• Process donations, standing order payments and gift cancellations, acknowledging supporters and sending out materials as appropriate.
• Ensure there is sufficient telephone cover in place at all times, arranging lunch breaks, meetings and assisting with any voicemail arrangements.
• Compile routine reports including all feedback received by the charity.
• Assist the SCM with monitoring performance of external suppliers.

What we are looking for:

• Good level of education, with grades A-C in GCSE in Maths and English, or equivalent.
• Experience of working in an office based, customer facing role (within the charity sector would be advantageous).
• Experience of handling complaints and queries.
• Excellent written and spoken communication skills with an exceptional telephone manner.
• Ability to work with a high level of accuracy and attention to detail.
• Good organisational skills and the ability to prioritise workload.
• Professional and hard-working team player.
• Outgoing, enthusiastic and able to remain calm under pressure.

Here's what the team say: "It’s great working for such a customer focussed team, speaking to our lovely supporter’s on a daily basis. As the first point of contact for all supporter enquiries we play a central role for the charity and work closely with a number of departments, which is a great way to get to know everyone at the office. We are a very fast paced team and no two days are ever the same!"

If you are interested in joining our team, please download the job description and apply. As well as the benefit of working with a fantastic group of dedicated people, we offer the following:

• 25 days’ annual leave plus bank holidays. Pro-rata for part time employees.
• 5% contribution of your annual salary into the stakeholder pension scheme.
• Free private medical health insurance including the offer of a yearly medical health check.
• Income protection insurance and death in service insurance.
• Childcare vouchers, cycle to work scheme and discounted eye tests.
• Payment of professional membership fees.
• Access to Granta Park gym and exercise classes, subsidised staff canteen and low cost commuter bus from Cambridge and Whittlesford train stations.

Please note that this is a 12 month fixed term contract. Interviews will be held on Thursday 20 October 2016.