Supporter Care Officer - Fixed-term

Closed: 01 November 2017
Fundraising Marketing Community General/Other

Sorry, this vacancy is now closed and applications can’t be submitted!

  • Salary Circa £26,000 per annum
  • Location Cambridge, Cambridgeshire, East of England (On-site)
  • Job Type Contract
  • Sectors Health, Medical
  • Job Reference :

This is an 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 and another Officer, you will work in a supervisory capacity to the rest of the team line managing 2 Supporter Care Executives, and 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  (New Grading system Grades 4 - 9).
  • 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.

This is a fixed term role for 12 months, or the return of the post holder, whichever is earlier

Interviews will be held on 13 November 2017. If you are unavailable on this date, please advise us in your cover letter.

If you are interested in applying, please visit our website.

Closing date: 1 November 2017

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