Senior Supporter Care Specialist

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Hybrid Working

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Full time

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Customer Care

Senior Supporter Care Specialist

Job description
This is a UK based contract and as such, you are required to have the Right to Work in the UK. Evidence of your Right to Work will be checked prior to interview.

Are you a confident, friendly, and positive individual? Do you have strong communication and multi-tasking skills, a high level of attention to detail, and a passion for providing excellent customer service? Do you have experience of working in a busy, multi-channel customer-facing team in a charity or other office-based environment? If so, this role is a fantastic opportunity to use your skills and experience to help save our planet.

As Senior Supporter Care Specialist, you’ll be part of a wider team dedicated to providing WWF UK’s supporters with a timely, reliable, warm, and personalised customer service experience. You’ll be helping to inspire trust in and loyalty to our organisation as the leading global environmental charity, ensuring we continue to receive the income we need to fund our increasingly urgent and critical work to bring our world back to life.

As the first point of contact for existing and potential supporters, the role is both fast-paced and varied. You’ll use your initiative to resolve a wide variety of enquiries and complaints across multiple contact channels, escalating to management or third-party agencies where appropriate. You’ll process and thank donations including one-off and regular gifts generated via different fundraising activity. You’ll also carry out a variety of related administrative tasks including processing Gift Aid declarations and updating supporter contact preferences. This role involves extensive use of the fundraising CRM database and the team’s cloud-based customer service platform.

In addition to assisting our supporters, you’ll also provide support to colleagues across the organisation and third-party agencies. This will include day-to-day activities such as assisting with complaint investigation and helping with team email triage, and ad hoc tasks such as training new members of the team and completing assigned tasks for team/organisational projects. This role also provides opportunities to volunteer at various fundraising and stewardship events, where you’ll get to meet some of our fantastic supporters whilst helping your colleagues with the running of these events.

Previous charity experience is preferred but is not essential. However, candidates must be able to able to demonstrate experience of working in an office-based customer services environment.

Experience of income processing as part of that experience would be ideal but is not essential. However, candidates must have the ability to quickly learn and use a variety of data processing software.

Experience of using CARE and/or MS Dynamics would be welcomed but is not essential. However, candidates must have a good working knowledge of CRM databases.

If you are interested in this role, we would love to hear from you. Please visit our website via the link, complete the online registration, submit a copy of your CV, and provide a supporting statement that highlights why you think you would be a good fit for the role.

WWF UK are committed to an inclusive and accessible recruitment process. As a Disability Confident Employer, we acknowledge that some candidates may require additional support to overcome barriers experienced during the application process. If you require any reasonable adjustments to support your application or interview, please reach out to the recruitment team.

Our policies and benefits reflect the importance of people being able to have a good work-life balance and being able to bring their ‘full self’ to work.

WWF-UK believes anyone who is involved in our work or connected to it, especially children, should be safe from harm. Our first priority will always be to safeguard anyone at risk of harm or abuse. WWF-UK operates robust recruitment practices to ensure candidates for all roles are suitable. Our process includes values-based questions during interviews and annual performance reviews, reference checks that we verify orally, criminal records checks (at the appropriate level) and pre-employment declarations. We do not tolerate any form of abuse or exploitation and act robustly to any allegations or concerns.

Our world needs you like never before. We are the first generation to know we are destroying the world, and we could be the last that can do anything about it. We are looking for people who are passionate about making it politically, socially and economically unacceptable to destroy our planet’s natural resources. We need you to join us in the fight for our world.