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Supporter care officer

Supporter care officer

  • Location:

    London, England

  • Sector:

    Supporter Services

  • Contract type:

    Part-time

  • Salary:

    Up to £27000 per annum + Pro rata

  • Contact:

    Gemma Hannington

  • Contact email:

    ss.perm@tpp.co.uk

  • Salary high:

    27000

  • Salary low:

    27000

  • Job ref:

    J71968GH_1569333261

  • Published:

    3 months ago

  • Expiry date:

    2019-10-24

  • Start date:

    ASAP

TPP are recruiting for a Part time Supporter care officer to join a well established charity. This role would be 2 days per week 7 hours a day or 3 days per week 5 hours a day. They can be very flexible on the days.

The purpose of this role:
To provide a high level of customer service and support to our supporters, volunteers, groups, members of the public and internal customers through all communication channels. To contribute to the building and overall implementation of the whole of the Supporter Experience department's objectives.

Some of the responsibilities:
Provide a high level of customer service through varying channels of communications
Provide both an inbound telephone service
Deal with and respond to supporters, volunteers, Groups and the general public
Manage and maintain accurate supporter, membership and volunteer data
Build strong relationships with supporters and our groups
Administration tasks

Planning work to ensure the achievement of deadlines
Focusing work to deliver the team's business plan and contribute to the achievement of the strategic aims and priorities
Contributing to a clear focus on driving improvements in quality, impact and performance
To respond to contacts made by letter, email, telephone, social media and via web-chat that maintains and builds relationships
Manage the various channels of communications in line with set standards and agreed SLA's
Ensure that all external or internal contact with the Supporter Care team is dealt with in a way that either meets or exceeds the customer's expectations

Person specification
Essential
Experience of managing, maintaining and developing customer relationships
Experience of working within a customer service call centre environment
Experience of dealing with and responding to multi-channel communications, including phone, email, web-chat and via social media
Experience of dealing with and responding to complex complaints and feedback
Experience of using databases to record information
Experience of working as part of a team to achieve yours and the teams aims and goals
Experience of the processing and management of personal data under current GDPR regulations
Desirable
Experience of Gift Aid and working to the HMRC guidelines surrounding the scheme
Experience of using social media channels to manage the delivery of customer service

If this role is of interest please get in contact ASAP