Customer Engagement Coordinator

2 weeks ago


Horsham, United Kingdom RSPCA Full time

We have an exciting opportunity for a Customer Engagement Coordinator to act as the first point of contact in the Supporter Services department for members of the Society, donors and supporters providing support activities through comprehensive, effective and efficient data administration including financial donation processing, recording supporter details, reporting results and validating data.

This role is fundamental to promoting a high standard of service excellence and customer care at all times and positively contributes to achieving the delivery of quality information and the highest standards of customer service, highly organised, with good verbal and written communication skills and a keen eye for detail and numbers.

We are looking for an enthusiastic individual who has excellent interpersonal skills, with the ability to communicate well with a broad range of people.

The role will be hybrid working from our South East Regional Hub - (Horsham, West Sussex) with a high focus on remote working. Trips to our hub will be for core collaboration.

Here's some of the key work that you will be doing...
- The Customer Relationship team ensure all contact with the RSPCA, inbound or outbound telephone or written channels is a positive and engaging experience for all including supporters, donors, volunteers and enquirers
- Be reactive and personable to incoming calls providing the appropriate response to any enquiry including but not limited to those seeking advice or general information, making donations, making complaints, asking about donation channels or providing information to update their data records. (Animal emergency or incident calls not taken)
- Deliver governance messages at the outset and during calls as appropriate, predefined scripts are provided as a guide but the postholder will need to be confident and adaptable to ensure the customer has full understanding.
- Deliver outbound campaigns as needed, support data and finance teams with service calls to ensure customer records remain current, specialised fundraising campaigns as needed, general customer engagement as the voice of the charity (thank you's). Ad Hoc support to research teams and other teams for focused events.
- input into script development and response targets, using experience to influence potential outcomes and challenges.
- Manage complaints about RSPCA fundraising engagement channels in the appropriate manner, escalating to the relevant senior manager as required. Document all outcomes for reporting purposes.
- Identify complaints that need to be responded to by another team or the national call centre, ensuring the complainant has a good onward experience and a resolution is reached. Document all outcomes for reporting
- Working with the Customer Engagement Manager to deliver priorities, manage responses and provide continuous service improvements.

What we are looking for in you...

We think this is a great role and to add value we are seeking a match of these skills, but don't worry if you don't tick every box, we'd still love to hear from you.
- Previous experience in a customer facing role.
- Diplomatic and tactful, motivated, enthusiastic, empathetic and responsive approach to customer engagement.
- Ability to prioritise workload effectively to ensure deadlines are met.
- Eye for detail and accuracy
- Ability to demonstrate problem solving skills to investigate and resolve issues on behalf of the customer.
- Proven ability to handle complex and sensitive enquiries both by verbally or written. Excellent demonstrable decision making, problem-solving and planning skills.
- Experience of working within the charity sector.
- Demonstrable decision making, problem-solving and time management skills.
- Experience of project or campaign delivery.

Our Values

** We are compassionate ** **We are inspirational
- We are committed
- We are expert** ** We act with integrity **

Why work for the RSPCA?

It's an exciting time to join us in the decade of our bicentenary as we focus on our Strategy to 2030. The RSPCA works 365 days a year, rescuing all animals of all types from abuse, neglect, and injury.

**Benefits**:

- Great Annual Leave benefits - 25 days annual leave on entry rising after 5 years
- Additional Society day around Christmas.
- Generous pension scheme
- Associated life assurance and group income protection scheme
- Access to private healthcare scheme
- Employee assistance programme.
- Flexibility in Hours - We understand the importance of work-life balance
- Family friendly policies
- Dog friendly offices

All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team.

**Please note we are not accepting unsolicited CVs from agencies or seeking support for this opportunity.**

Ending cruelty, promoting kindness and alleviating suffering to animals.

**Job Types**: Full-time, Permanent

**Salary**: £21,182.00-£24,921.00 per year

**


  • Export Coordinator

    3 weeks ago


    Horsham, United Kingdom Huntress Full time

    **Export Coordinator £24,00 - £26,000 Permanent - full time Horsham - 100% office based** An international and ever-growing organisation based in Horsham are looking for an Export Coordinator to join their friendly team, where you will be responsible for ensuring compliance with all legislations and coordinating this through the organisation. **Day to...

  • Customer Assistant

    6 days ago


    Horsham, United Kingdom M&S Full time

    **Summary** Service and Safety Assistant **All the details** **This is a temporary vacancy for 8 weeks only, working 20 hours per week.** **Work Pattern**: **Tuesday - Saturday 11:00 15:00** **Key Accountabilities and Measures** - Clearly identified to provide customers with a visible presence at the beginning of their shopping journey - Confidently...


  • Horsham, United Kingdom 123 Recruitment and Training Full time

    **Senior Property Coordinator** Horsham - Basic Salary £24,000 **123 Recruitment and Training** are working alongside one of Surrey’s largest estates agents. We are excited to be partnering with such a great organisation, that is experiencing huge growth! Currently they are seeking a **Senior** **Property Coordinator **to join their team in the...


  • Horsham, United Kingdom Solutions 2 Recruitment Full time

    Our highly successful client based in Horsham are looking for an experienced Export and Compliance Coordinator, to provide excellent customer service and to promote this idea throughout the organisation. To comply with all legislations, and coordinate thisthrough the organisation until completion. Monday to Friday - 38 hour week. Parking on site. £28000 -...


  • Horsham, United Kingdom BCT Resourcing Full time

    Our highly successful client based in Horsham are looking for an experienced Export and Compliance Coordinator, to provide excellent customer service and to promote this idea throughout the organisation. To comply with all legislations, and coordinate thisthrough the organisation until completion. Monday to Friday - 38 hour week. Parking on site. £28000 -...


  • Horsham, United Kingdom Habitat for Humanity Full time

    The **Key Responsibilities**: - Creates, manages, and implements a strategic volunteer engagement program that includes: - Screening and matching of volunteers to organizational needs. - Recruiting new volunteers as necessary for special projects or initiatives. - Coordinating daily volunteer schedule including scheduling and confirmations. -...


  • Horsham, United Kingdom Ceres Power Limited Full time

    **Who are we**: Ceres is a leading developer of clean energy technology, fuel cells for power generation and electrolysers for green hydrogen. Its licensing model has seen it establish partnerships with some of the world's most progressive companies, such as Bosch, Doosan, Shell and Weichai, to deliver systems and products at the scale and pace needed to...


  • Horsham, United Kingdom Marks & Spencer Full time

    **Week 1** **Monday Tuesday Wednesday Thursday, Saturday 15:00 19:00** **Week 2** **Sunday 12:30 16:30** **Monday Tuesday Thursday Friday 15:00 19:00** **Key Accountabilities and Measures** - Clearly identified to provide customers with a visible presence at the beginning of their shopping journey - Confidently welcome customers to the store with a smile...


  • Horsham, United Kingdom Marks & Spencer Full time

    **Wk 1** **Sunday 12:30 16:30** **Monday Friday 15:00 19:00** **Tuesday Thursday 12:00 16:00** **Wk 2** **Monday Wednesday Saturday 15:00 19:00** **Tuesday Friday 12:00 16:00** **Key Accountabilities and Measures** - Clearly identified to provide customers with a visible presence at the beginning of their shopping journey - Confidently welcome customers to...


  • Horsham, United Kingdom Thermo Fisher Scientific Full time

    : Coordinate the daily operations of the Clinical Trial, including supply receipt, arranging QP release, and ensuring timely shipment of supplies according to client requirements. Maintain regular communication with clients to ensure their needs are met in terms of timelines and regulatory compliance. Manage the returns and destruction process for...


  • Horsham, West Sussex, United Kingdom Marks and Spencer Full time

    SummaryService and Safety AssistantAll the detailsThis is a temporary vacancy for 8 weeks only, working 20 hours per week. Work Pattern: Tuesday - Saturday 11:00 15:00 Due to the nature of this role, we can only accept applications if you are over 18. Key Accountabilities and MeasuresClearly identified to provide customers with a visible presence at the...


  • Horsham, West Sussex, United Kingdom Bennett And Game Recruitment Full time

    Bennett and Game are currently working with a Global Logistics company actively seeking a highly skilled Air Export Coordinator to join their Horsham location. Our client work within Air, Sea & Road freight, offering short and long-term storage, warehousing and European distribution services. Due to continued growth, they are looking for a self-motivated...

  • Administrator

    10 hours ago


    Horsham, United Kingdom Harris Lord Recruitment Full time

    Are you looking to work from home? Have you worked in admin or customer services and loved helping clients? Enjoy coordinating tasks and enjoy helping others in a busy environment? Passionate about exceeding customers’ expectations? Then take a look at our new role that we are working on. **Key responsibilities & tasks**: - Providing a proactive,...


  • Horsham Saint Faith, United Kingdom Norse Group Full time

    **Menu Support Coordinator** **£21,396.79 per annum** Norse Catering have a brand new, exciting opportunity for a catering professional to join the team based at our office in Horsham St Faith. Working closely with the Business Menu teams you will coordinate the menu process to ensure smooth running for menu cycle changes across our clients in Education,...

  • Executive Assistant

    1 week ago


    Horsham, United Kingdom Thermo Fisher Scientific Full time

    **Responsibilities**: - Conserves General Managers time coordinating requests and responses internally and externally; acts as a liaison between the manager and other leaders, employees, external clients and vendors - Control and handle diaries that changes often and requires coordination and sensitivity, screens requests for meetings. - Plans, organizes,...

  • Executive Assistant

    1 week ago


    Horsham, United Kingdom Thermo Fisher Scientific Full time

    **Responsibilities**: - Conserves General Managers time coordinating requests and responses internally and externally; acts as a liaison between the manager and other leaders, employees, external clients and vendors - Control and handle diaries that changes often and requires coordination and sensitivity, screens requests for meetings. - Plans, organizes,...


  • Horsham, United Kingdom Pertemps Network Group Full time

    **Job Description**: Our client is a leading Fit-Out Contractor, recognised for delivering exceptional installation & refurb projects across the UK. With continued commitment to excellence, innovation, and client satisfaction, they are growing year on year & as a result are seeking a talented **Operations Assistant** to join the team.Please note, due to...


  • Horsham, West Sussex, United Kingdom Marks and Spencer Part time

    SummaryService and Safety AssistantAll the detailsThis is a temporary vacancy for 8 weeks only, working 20 hours per week. Work Pattern: Tuesday - Saturday 11:00 15:00 Due to the nature of this role, we can only accept applications if you are over 18. Key Accountabilities and Measures Clearly identified to provide customers with a visible presence at the...


  • Horsham, West Sussex, United Kingdom Marks & Spencer Plc Full time

    Service and Safety Assistant This is a temporary vacancy for 8 weeks only, working 20 hours per week. Work Pattern: Tuesday - Saturday 11:00 15:00 Due to the nature of this role, we can only accept applications if you are over 18. Key Accountabilities and Measures Clearly identified to provide customers with a visible presence at the beginning...

  • Administrator

    1 day ago


    Horsham, United Kingdom Carbon60 Global Full time

    **Administrator** We are looking for a experienced **Administrator** for a site based in Slinfold,Horsham,West Sussex. You will working for a reputable Mechanical and Engineering company who have offices across the UK. Your main focus will be administrative support and customer services, ensuring all tasks are fulfilled in accordance with quality...