Customer Relations Support Advisor

5 days ago

Milton Keynes, United Kingdom Wilsher Executive Recruitment Full time

We are recruiting for a well established global charity who are seeking Customer Relation Support Advisor's to join their team, on a 6 month contract basis. Please note, these contracts could be extend, or lead to a permanent career opportunity. These positionsare either 20 or 22.5 hours per week, and the client can be flexible on working hours, within reason. Please note, this is an office based role, and **not remote working**.

**The role will include**:
**Key Responsibilities**:

- Create and maintain accurate records in line with all relevant regulations including those relating to data protection, child protection and safeguarding. Ensuring all PCIcompliancy rules are met and following direct debit and Gift Aid rules. Ability towork with a supporter database (CRM) on a daily basis.
- Effectively resolve complaints from supporters within agreed deadlines in a way that maintains their support of World Vision. Resolving the majority of complaints at first contact.
- Carry out outbound calls to supporters to encourage them to maintain and increase their support. Ensuring retention KPI’s are achieved and cancellations are minimised.
- Liaise with National Offices to resolve any issues that arise with sponsorships. Encouraging the field staff to act quickly and efficiently when responding to sponsor queries regarding Gift Notifications, Introductory letters and Field Queries.
- Manage changes within sponsorships sensitively and appropriately to ensure sponsors continue their support. Also responsible for all specialist supporter tasks to manage programme completions.
- Follow complex departmental procedures to provide a sensitive approach to these tasks.
- Affirm and communicate the charity's identity and approach to transformational development in communities around the world, as required, potentially answering difficult and challenging questions.

**Core Competencies**:

- Responds promptly in a professional manner to all requests, staying committed despite obstacles.
- Achieves quality results and outcomes using ethical, best practice methods.
- Ensures verbal and written communication is clear and convincing. Facilitates appropriate information flow amongst stakeholders.
- Builds and maintains strong cooperative relationships with colleagues and supporters.

**Knowledge / Qualifications required**:

- Good standard of general education to A level standard
- Awareness of Data Protection and Child Protection, and the need to follow procedures

**Skills & Experience Required**:

- Outstanding relational and communication skills - including excellent letter-writing abilities including attention to detail.
- Confident and empathetic telephone manner.
- Ability to solve problems and queries including complex queries involving sensitive information.
- Excellent IT skills.
- Ability to plan, prioritise and arrange own workload and work on own initiative within fluctuating workloads.
- Ability to understand and maintain a wide breadth of information.

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