Customer Engagement Coordinator

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

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