Customer Experience Officer

5 days ago

Poole, United Kingdom RNLI Full time

Salary
- £23,089
- Contract type
- Permanent
- Hours
- Full Time
- Location
- Poole, Dorset, England
- Interview date
- w/c 4 November 2024
- Closing Date
- 27-10-2024
- Reference
- 18204

**About us**:
Our purpose is simple, to save lives at sea. Since the 19th century, our crews have been risking their lives to save those who are in danger of drowning.

**About the role**:
As a Customer Experience Officer, you will be focused on:

- Receiving and making calls using excellent customer service in order to build relationships with RNLI supporters and online shop customers
- 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
- Meeting engagement and stewardship targets to agreed deadlines and deliver against performance indicators and service level agreements
- Be versatile, and be flexible in your approach to learning new tasks across the wider experience team
- Within this important role you will be called upon to open post received, prepare in accordance with standard procedures and to ensure that the appropriate database is updated accurately. Full training on the RNLI internal systems will be provided as appropriate.

**About you**:
You will have a background in customer service along with excellent customer service skills, a positive can-do attitude and experience of working within a pressurised and varied environment.

You will need to have a proactive team approach, attention to detail, and strong verbal and written communication skills.

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

- Educated to GCSE standard, or equivalent - English essential
- Proven customer service skills - telephone and administration
- Contact Centre experience desirable
- Experience of working in an office-based environment
- Experience of working in a fundraising environment would be beneficial, as would working knowledge of databases

**Safeguarding**:
The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. 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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