Customer Experience Executive London, England
Job description
Customer Experience Executive
£27,500 to £29,250 per annum
Permanent, full-time (37.5 hours per week)
Hybrid working with regular travel to our London Bridge Office
What the job involves
This is a fantastic opportunity for a proactive, people-orientated, Customer Experience/ Supporter Care professional to join an established team at one of the most dynamic charities in the UK.
You’ll be a critical part of the Customer Engagement Team – part of Reinforce in our Communications Directorate. Focussing on supporter care, you’ll be committed to building and strengthening long term relationships with our customers – from service users to fundraisers, from campaigners to volunteers. You’ll enjoy keeping customers coming back for more.
We are transforming our culture to be customer and insight driven and this role will play a major part in making that happen. You’ll be supporting the Customer Experience Manager in gathering customer intelligence and implementing evidence-based insights to reinforce and improve customer journeys.
You’ll provide a customer focused steer in working groups for new and existing fundraising products. Putting the experience of the customer first, you’ll help build long term relationships with our customers and keep them coming back for more. You’ll be passionate about stopping prostate cancer killing men and damaging bodies.
You’ll develop a sound understanding of our processes with a drive and desire to continually improve the way we work, using an agile mindset, seeking, and implementing solutions and finding better ways of working.
What we want from you
We’re looking for a people orientated, self-motivated and hands on individual, who is passionate that every interaction matters. You’ll enjoy the “nuts and bolts” side of delivering customer focused and insights led experience as much as delivering the experience itself. You’ll help reinforce the relationships we have with our customers so that we can create a world where lives are not limited by prostate cancer.
You’ll have experience in dealing with complaints and handling sensitive data and complying with GDPR regulations. You’ll have a solid understanding of fundraising rules including gift aid.
You must be a strong communicator and able to adapt your communication style to meet the needs of those around you and have experience of developing good relationships with people at all levels of the organisation. You’ll be confident at reinforcing the impact all stakeholders have on the experience of our customers. You’ll be a strong people person, proactive and collaborative and work well under pressure in a dynamic team.
Why work with us?
Prostate Cancer UK is the largest men’s health charity in the UK. We have a simple ambition – to stop prostate cancer damaging lives through funding research and supporting men and their families. We invest millions into research to find better ways to diagnose and treat prostate cancer; we work tirelessly to spread the word about men at risk and offer specialist support to people living with the disease.
Work with us and you’ll see your efforts pay off as we fight for a better future for men.
What we offer
Join our team and be part of an award-winning charity. We will support you to develop your skills and expertise.
We offer a competitive benefits package, including:
- Generous leave entitlements which increase with service
- Enhanced contributory pension scheme
- Life insurance and group income protection
- Health Cash Plan
- Discounted gym membership and high street shopping discounts
- Loans for season tickets or cycles
- Advice and support on pretty much anything via our Employee Assistance Programme
- One ‘development day’ per month to help training or personal development.
Hybrid working
Our aim is to be a flexible workplace. We want people to be successful, confident, informed, connected to their colleagues and develop in their roles. We usually work from home, with some time each month spent in our London Bridge office. Office time is usually to collaborate with colleagues (this is a commute, so we pay our own travel costs to the office). The frequency may vary over the year and is dependent on the needs of the role and the organisation. Space is also available for employees that wish to use the office on a more regular basis.
For this role, we would expect the successful candidate to be coming into the London office a minimum of one day per month.
Our commitment
Our teams, supporters, partners, and those living with prostate cancer, come from all walks of life. We draw upon the difference in who we are, what we’ve experienced and how we think to build a future where lives are not limited by prostate cancer. Not only is it the right thing to do, it makes us stronger and helps us reach more people. If you share our ambition we would love to hear from you.
Next steps
Got a question? Please let us know if you have any accessibility requirements. If you have a query - we’re here to help: [email protected]
The closing date is Monday 8th May 2023, but please note we will be shortlisting and interviewing candidates as applications come in, so please apply as soon as you can, as we may close the vacancy early. Applications must be submitted by 23:45 UK time on the closing date.
Interviews: By arrangement.
Prostate Cancer UK is a registered charity in England and Wales (1005541) and in Scotland (SC039332). Registered company number 02653887.
