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Supporter Care Advisor – Fixed-Term Contract 31 May 2022

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Summary The Supporter Care Advisor plays an integral part in a team delivering a first class, professional customer service. We use a range of communication methods to ensure that where possible customer enquiries, donations and complaints are resolved at the first point of contact. Interview Dates: 21, 22 & 23 July 2021 Package What we can offer you: • Generous annual leave starting at 25 days plus bank holidays • A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) • Early finish Friday and flexible working as part of our approach to activity based working • Discounts on gym membership • Employee assistance programme to give you support on any issues that come up in life • Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months) • Very active social scene including sport teams, gardening and other activities • Generous pension provision, life assurance and income protection insurance • Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months) *Some benefits aren't available until you've passed your probation period and are dependent on the length of contract. Main Responsibilities As the Supporter Care Advisor you would be responsible for: • Being the first point of contact for supporters and members of the public dealing with a wide range of enquiries via phone, email, web chat, social media and letter. • Providing excellent customer service by putting the supporter at the heart of everything we do • Capture data and feedback accurately after each contact to help identify trends and new ways of working. • Thanking supporters for their generous donations by creating bespoke acknowledgements within agreed time frames. • Providing first line self-empowerment support. Ideal Candidate Experience in working in a contact centre, either in a voluntary or a paid capacity. In addition, providing information both verbally and in writing to a high standard is key. The ideal candidate will be able to work with a high volume of enquiries and have the necessary computer skills (incl. Word, Excel and Outlook), with the ability and willingness to learn new procedures through training provided. You will also be expected to react and deal with change in a positive manner, whilst demonstrating an understanding of the emotional intelligence needed and active listening skills.

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