Customer Service Administrator (Supporter Care Executive)

The Supporter Care team at Alzheimer’s Research UK is the first point of contact in the charity for supporters, potential donors and members of the public.

The team is part of the wider Supporter Marketing team within the Fundraising department. The Customer Service Administrator (Supporter Care Executive) is responsible for ensuring that people receive an excellent standard of customer care to maintain supporter satisfaction and to generate the maximum amount of income for dementia research.

We are looking for an enthusiastic Customer Service Administrator (Supporter Care Executive) to join our Supporter Care team, carrying out essential supporter engagement and administrative activities associated with marketing campaigns, donations, fundraising events and requests for materials. With previous experience of providing excellent customer service, you will have the ability and confidence to communicate with a variety of people, engaging with supporters by phone, email and in writing about a wide range of enquiries.

Main tasks of role:

• Answering inbound telephone calls; responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials
• Managing enquiries received by email and post, either by responding or forwarding as necessary
• Making outbound telephone calls in order to increase the value of, or to retain supporters; including thanking, obtaining Gift Aid declarations and reactivating lapsed donors
• Recording feedback and assisting in the resolution of complaints
• Processing donations from telephone calls and mailings, acknowledging supporters appropriately
• Sending out materials, processing donations and sending appropriate acknowledgements relating to community fundraising, sporting events and donations given in memory
• Processing new direct debit instructions and standing order payments, amending and cancelling gifts as necessary
• Amending supporter details as necessary
• Opening and batching incoming post
• Updating team procedures as required
• Recognising fundraising, engagement and retention opportunities when talking to supporters using a range of initiatives to explain how donations positively contribute towards the cause

Essential qualifications, skills and experience:

• Good level of education, with GCSE’s in Maths and English, or equivalent
• Experience of working in a customer facing role and handling complaints and queries
• Good knowledge of Word, Excel, Outlook and databases
• Excellent telephone manner and written communication skills
• Ability to work with a high level of accuracy
• Good organisational skills and the ability to prioritise workload
• Professional and hard-working team player
• Outgoing, enthusiastic, confident and able to remain calm under pressure

Location: Granta Park, Nr Cambridge.

Salary: Circa £19,500 per annum, plus benefits

The closing date for applications is the 30th September 2018, with interviews being held on the 11th and/or 12th October 2018. Please advise us in your cover letter if you are unable to interview on this date.

To apply and for more information about this vacancy please visit the Alzheimers Research UK website.