Customer Services Officer

5 days ago

Poole, United Kingdom RNLI Full time

Contract type

Permanent

Hours

Full Time

Location

Poole, Dorset, England

Interview location

Online interview (Teams)
- JP - Supporter Experience Officer.docx
(Word, 50.2kb)

**About us**

The Royal National Lifeboat Institution is a charity that provides a 24-hour lifeboat search and rescue service, seasonal lifeguards, water safety education and initiatives, and flood rescue response. Our lifeboat crews and lifeguards need a dedicated, professional, and talented team of customer service experts behind them. This is your chance to join such a team and help save lives every day.

**Your Role**

As a Customer Services Officer (known to us as a Supporter Experience Officer), you will be focused on:

- Receiving and making calls with our existing supporters and enquirers
- Providing a professional, speedy, and appropriate response and thanking service
- Carry out administration tasks as and when required
- Maintaining a working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment

**About You**

You will have proven experience of office / contact centre telephone work, ideally in a customer contact centre, along with experience of working within a fast-paced environment. Excellent customer service skills are essential along with a positive can-do attitude. You will need to have a proactive team approach, good attention to detail and strong verbal and written communication skills.

To be considered for this role you will need to have:

- Proven customer service skills
- Telephone experience (preferably in a contact centre)
- Experience of working in a fundraising environment would be beneficial, as would working knowledge of databases
- Educated to GCSE standard, or equivalent - English essential

We offer excellent benefits including starting on **26 days holiday** which increases up to 30 days with length of service, an **outstanding pension** scheme, **car share or cycle to work scheme**, **dental and health cash plan** and more

**Temporary home working**

Due to current circumstances you may be working from home when your role commences. You will be given the correct equipment you need to perform in your role. You will also receive support from your manager and colleagues to ensure a smooth and consistent induction process is delivered. You may also be required to work from your dedicated RNLI asset once the government guidelines change. If you have any queries relating to home or office-based working, please do not hesitate to ask questions at the interview/assessment stage.

**Safeguarding**

The RNLI is committed to safeguarding; ensuring the welfare of children, young people and adults at risk. We expect all employees and volunteers to share this commitment and have a zero tolerance approach to proven incidents of bullying, abuse, harassment or exploitation. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).

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