Senior Supporter Care Officer - FTC

Alzheimer’s Research UK is the UK’s leading dementia research charity dedicated to diagnosis, prevention, treatment and cure. Backed by our passionate scientists and supporters, we’re challenging the way people think about dementia, bringing together the people and organisations who can speed up progress, and investing in research to make life-changing breakthroughs possible.

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 other team Officers, 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.

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

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 Supporter Care Manager with projects involving Supporter Care and be the team representative on some cross functional projects.
• Deputise for the Supporter Care Manager, 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 always enough telephone cover in place, arranging lunch breaks, meetings and assisting with any voicemail arrangements.
• Compile routine reports including all feedback received by the charity.
• Assist the Supporter Care Manager with monitoring performance of external suppliers.

What we are looking for:

• GCSE in Maths and English, or equivalent
• Confidence working with computers – good knowledge of Word, Excel, Outlook and databases.
• 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.

Location: Granta Park, near Cambridge.

Salary: Circa £27,000 per annum, plus benefits

Please download the Vacancy Pack for more details.

The closing date for applications is 10th September 2019, with interviews to be held on the 18th and/or 19th September 2019. Please indicate in your cover letter if you are unable to attend on this date

In order to be considered, please create an online account using our Online Recruitment System which can be accessed through our Job Vacancies Page. You will be able to attach a CV and covering letter to your application, track your application and view other vacancies that may be of interest.

To view further details about this role and the benefits of working for us please visit the Alzheimer’s Research UK website.