Supporter Care Team Assistant

1 month ago

Salford, Salford, United Kingdom BBC Full time
Package Description

Job Reference: 17816

Band: A
Location: Salford (The role is office based, 5 days a week)
Contract: x7 Fixed Term Contract / Attachment till 20/12/24
Salary: up to £22,000 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.


• Excellent career progression- the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation.

• Unrivalled training and development opportunities- our in-house Academy hosts a wide range of internal and external courses and certification.

• Benefits - We offer a negotiable salary package, a flexible 35-hour working week for work-life balance and 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym. You can find out more about working at the BBC by selecting this link to our candidate pack .

If you need to discuss adjustments or access requirements for the interview process please contact the . For any general queries, please contact: .

Interviews will be held in two parts: An initial group interview where you will be asked to complete a simple task in small teams, with an opportunity to ask the hiring manager questions about the role. Successful candidates will then be invited to a formal values and behaviours based interview.
The group interview will be held on Monday 12th August 2024 and formal interviews held on Monday 19th and Tuesday 20th of August 2024.

Successful candidates will be required to start on Wednesday 18th of September 2024

Job Introduction

BBC Children in Need is currently looking to fill crucial supporter care roles ahead of the 2024 Appeal. These roles will provide first line support to our incredible supporters over the busy campaign period. There are 7 roles each supporting a different part of the organisation as well as our valuable supporters, each on a 13 week fixed term contract, all based at Dock House, Salford.

The successful applicants will provide an excellent level of service to all those contacting the charity by phone, email, post and social media, in addition to supporting the trading, marketing and fundraising functions, and other Children in Need departments where required.

BBC Children in Need exists to make a positive difference to the lives of disadvantaged children and young people across the UK. These role support our mission by ensuring donors and fundraisers wishing to engage with us feel supported and are responded to in a timely manner.

Main Responsibilities

The Supporter Care Assistants will be the first point of contact for fundraisers, donors and potential partner enquiries into BBC Children in Need. This is an exciting role that will involve supporting an the organisation at its busiest time, which will benefit disadvantaged children across the country.

You will be delivering outstanding customer service and providing detailed and accurate information by telephone, letter and e-mail.

All roles will be managing the Pudsey inbox and phone line, answering queries from our supporters.

You will record all interactions accurately and clearly in our supporter database and refer on all appropriate enquiries.

Deliver an outstanding level of service to the Donor / Fundraiser in respect of queries received.

You will also help to protect the Charity's reputation and act as a champion for the BBC's UK Charity.

Are you the right Candidate?

These roles are all office based at our Head Office in Salford. During November, you will be required to work a shift pattern so that we have a team in place covering the hours 8am to 8pm.

The successful applicants will have;
  • Deliver an outstanding level of customer service, provide detailed and accurate information and support all enquiries by telephone, letter and e-mail from all who get in touch. This will likely include: Fundraisers, Donors, Supporters, Online Shop Customers, BBC broadcast colleagues and the wider BBC Children in Need team
  • You will have excellent organisational and administrative skills with a strong and proactive approach to your workload.
  • You will need exceptional verbal and written communication skills.
  • Database Management
  • You will be able respond to pressure, deal with adversity, and overcome challenges
Desirable
  • Experience of fundraising or supporter care in the voluntary sector would be highly desirable,
About the BBC

The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.

We don't focus simply on what we do - we also care how we do it. Our values and the way we behave are important to us. Read about them here

Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.

We want to attract the broadest range of talented people to be part of the BBC - whether that's to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity.

We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise. To find out more about Diversity and Inclusion at the BBC, please click here .

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