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Customer Experience (Supporter Care) Assistant

£22,500 - £24,125 per annum

Permanent, full-time (37.5 hours per week)

Hybrid working with regular travel to our London Bridge Office

What the job involves

We’re looking for a Customer Experience Assistant to join our dedicated and established Customer Experience Team (supporter care) function at one of the most dynamic and fastest growing charities in the UK.

Working alongside the Customer Experience Executives, you’ll be monitoring and responding to customer post, emails, social media and phone calls. You’ll be passionate about delivering an excellent customer experience across every touch point. Alongside providing administrative support to internal team members and supporter care to our customers.

This is a key role in our Customer Engagement, Reinforce strategy. By providing the very best experience, you’ll help our customers keep coming back for more. You’ll build long term loyalty by thanking our customers for their involvement and introducing them to a range of products and services, based on their individual needs.

What we want from you

We’re looking for a Customer Experience Assistant who is people orientated, self-motivated and hands on. You'll be passionate about learning all the skills needed to improve the experience we give our customers. Being a team player, you'll be eager to learn and share your experiences of delivering excellent customer experience with your teammates. Paying close attention to details is important, and you should feel comfortable entering sensitive customer information into our Customer Relationship Management tool while adhering to GDPR guidelines.

Being a proactive communicator, you’ll have a commitment to strengthen relationships with our customers, through both inbound and outbound interactions over all channels. You’ll develop a good understanding of our work and what we are doing to stop prostate cancer now, so you can talk knowledgeably with customers and exceed expectations by appreciating that every interaction matters internally and externally.

You’ll be excellent at prioritising your workload and enjoy being flexible and enthusiastic in supporting your team. You’ll build long term loyalty by thanking our customers for their involvement and introducing a range of products and services, based on their individual needs.

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 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 Sunday 25th June 2023, applications must be submitted by 23:45 UK time.

Interviews: By arrangement. Currently scheduled for wc 4th July 2023.

Prostate Cancer UK is a registered charity in England and Wales (1005541) and in Scotland (SC039332). Registered company number 02653887.