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Support Engagement Team Member

4 months ago

Norwich, United Kingdom Redwings Horse Sanctuary Full time

**Customer Service Team Member**

South of Norwich

37.50 hours a week - Monday and Friday (08.30 - 16.30)

Permanent position

Salary £20,514.00 per annum for over 18s’

Rising to £20,904.00 per annum for over 18s’

after successfully completing probationary period

Benefits include a workplace pension scheme, employee assistance programme, Cycle2Work Scheme, death in service benefit, Sanctuary sick pay and a minimum of 30 days holiday per year including bank holidays

Are you experienced in delivering excellent customer care?

We are seeking an individual with excellent communication and organisational skills to join our small but highly effective supporter engagement team at our Hapton HQ.

Duties include handling supporter queries, providing exceptional supporter care to existing and prospective supporters. Processing donations made by web, phone and post. Using our supporter database to accurately record information.

**A full clean manual driving licence is essential.**

**Closing date**: Monday 14th August 2023

**Job Purpose**

To engage with our supporters developing long term retention of support, whilst providing first-class service through the efficient processing of online, telephone and postal transactions.

**Duties**
- Taking incoming calls from Redwings supporters (new and existing)
- Make outgoing engagement calls to supporters, recording the call and their feedback on the database
- Manage and respond to enquiries and complaints from supporters, ensuring a positive solution is provided, in line with legislation and best practice
- Steward supporters to develop donations from a one-off gift to regular giving (via Direct Debit), and ultimately securing a legacy
- Processing supporter donations, adoptions and orders received by post, the website and by phone, and inputting these onto the charity’s databases
- Processing cheques, cash, and card payments accurately and efficiently, ensuring that all transactions are appropriately thanked
- Taking responsibility for checking that information on the charity’s website, stock system and mail order catalogue is accurate, and informing colleagues of any changes that need to be made so that they can instigate them in a timely fashion
- Maintaining accurate supporter records, adhering to the data protection policy and ensuring that supporter preferences are adhered to
- Having a good understanding of the charity’s activities and updating supporters on these when they contact the charity
- Managing animal sponsorship records (adoptions) ensuring all information is correct and actively encouraging new adoption and re-adoption
- Providing a friendly, knowledgeable and efficient service to all Redwings supporters and prospective supporters
- Supporting colleagues at our visitor centres on a rota basis during the summer months, as and when required.
- Any other reasonable duties as required by the department

**Skills**
- Good keyboard knowledge, accuracy, and good organisational skills
- The ability to communicate effectively both internally and externally
- Polite telephone manner
- Able to disseminate information and data
- Experience of working in a busy office environment
- Ability to demonstrate effective customer service
- Prioritise workloads and plan ahead

**Other**

There is a degree of flexibility required during busy periods (i.e. Christmas) when all staff may be asked to work extra hours. These hours will always be allowed as time in lieu.

Any ad hoc duties as agreed with Supporter Engagement Manager / Deputy Supporter Engagement Manager.

**Person Specification**

Essential Criteria:
Education / Qualifications
- Minimum GCSE, 'O' level or equivalent

Experience
- Delivering excellent customer service
- Answering queries by telephone and letter
- Office / administration experience

Skills / Ability / Knowledge
- Strong IT skills - Word, Outlook, Excel, data input
- Ability to deal with a wide range of day to day office activities
- Fast and accurate keyboard skills
- Good verbal and written communication
- Experience of working with a team

Qualities / Attributes
- Friendly and approachable
- Can-do attitude
- Lateral thinker
- Problem solving skills
- Diplomatic
- Good planning and organisational skills
- Ability to work as part of a team
- Excellent communication skills, verbal and written

Other
- Good interpersonal skills

Desirable:
Education / Qualifications
- 'O' level in English and Mathematics
- Any relevant NVQ customer service qualifications or similar

Experience
- Any relevant vocational training
- Use of customer relation management databases

Skills / Ability / Knowledge
- Sound financial awareness
- Advanced IT skills / training

Qualities / Attributes
- Any relevant vocational / personal development skills training