Charity Support Lead

2 months ago

Brighton, United Kingdom Regium Consulting Limited Full time

We partner with over 1,000 charitable organisations across the UK to install contactless card terminals and donation webpages to collect donations.

We are growing and are looking for a customer-focused individual to join our team. We are looking for someone who loves helping people and is an avid problem solver. There are plenty of opportunities to grow and develop your skills in this role in a fast-paced tech start-up environment.

**What you'll be doing**:

- Managing the Dona support team (2+ team members)
- Managing the Dona support and onboarding processes
- Handling customer escalations
- Onboarding new customers onto the system and processing hardware orders
- Creating training content in the form of videos and user guides
- Running webinars for places of worship and charities on how to get the most out of Dona
- A people person We're looking for someone who loves speaking to people, who can build rapport quickly with our customers.
- A problem solver. You'll be helping customers resolve issues they are experiencing with our products services.
- Someone organised, a self-starter. You'll need to deal with several competing priorities in this role and you'll be expected to research and resolve issues yourself.
- Someone who has a high level of attention to detail. You'll be processing customer orders and onboarding them onto our system. We need someone who gets things right the first time.
- Patient and good at explaining things simply. You'll need to learn our domain and explain our products and services to potential customers.
- Someone with a good grasp of technology. We're a tech company and we need someone who is familiar with modern technology and software.
- Adaptable - we need someone who is comfortable working in a fast paced tech start-up environment.
- At least 2 years experience in an office-based customer service or support role.
- At least 2 years experience as a team lead or manager.
- At least 2 years experience handling customer escalations.
- Degree holder.
- Being open and transparent. Particularly, open to and taking on feedback, being transparent about your work and owning your mistakes (we all make them).
- Care. Care about the work you do and supporting the charities. For example, handing over work you to do before you go on holiday and going the extra-mile to make sure you hit deadlines.
- Continuously improving. From a personal perspective and company perspective. There are plenty of things we can improve
- Respect. Respecting your colleagues and our customers and expecting the same respect from your colleagues and our customers.

**What's in it for you?**
- An opportunity to learn and grow in a fast paced tech start-up environment where you can make a difference
- Contribute to doing something good - we support over 1,000 wide-ranging charities who do fantastic things
- We will support and train you in your role
- Hybrid working from home and in office
- You'll work with an amazing team

**Benefits**
- Salary £35,000 to £45,000 per annum depending on experience.

**Required to**:

- Have your own laptop

Working hours 9am to 5:30pm Monday to Friday (37.5 hours per week).

**Location**:

- Hybrid home and office working (office based in Brighton). Expected to be in the office 3 days a week. For the first few weeks you would be needed in the office full time for your induction.

**Job Type**: Permanent

**Salary**: £35,000.00-£40,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Please can you share a link to your LinkedIn profile
- What are your salary expectations?
- What is your notice period from your current role?
- We're looking for someone who has at least 2 years experience as a team lead or manager in a customer service environment. Please can you explain your relevant experience here.

**Education**:

- Bachelor's (required)

Work Location: Hybrid remote in Brighton, BN1 3XF

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