Customer Services Coordinator Horsham, England
Job description
We have an exciting opportunity for a Customer Services Coordinator to join our Supporter Services Team on a 12 Month Fixed Term Contract. The department acts as the first point of contact 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.
- Work within the customer database to be able to create new records and update existing records. Ensure contact history is updated with each interaction, applying campaign codes also if appropriate. Work with accuracy, quality checking at all points knowing the implications on financial and fundraising teams if errors are carried through.
- 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.
So if you have a positive can-do approach to daily tasks and thrive in an inclusive people orientated environment then we'd love to hear from you!
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!
How to apply & further information
For more information and to make an application, please see the job description, person specification and advert on our website:
https://jobs.rspca.org.uk/jobs/vacancy/customer-services-coordinator-0393-south-east-london-hub/411/description/
Please note we do not accept CVs or applications via Indeed. Any applications received in this way will not be considered.
Early applications are encouraged as we reserve the right to close this advert once sufficient applications have been received.
All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team.
We strongly believe in being an innovative, diverse, and inclusive organisation and recognise that diversity in all of our people will help achieve that purpose and our mission more effectively. We actively encourage and seek applications from a wide diversity of candidates and in particular welcome applications from minority ethnic, black, and candidates with disabilities, who are currently under-represented at the RSPCA.
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, Fixed term contract
Contract length: 12 months
Salary: £21,182.00-£24,000.00 per year
Benefits:
- Bereavement leave
- Company pension
- Life insurance
- On-site parking
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Horsham
Application deadline: 12/04/2023
Reference ID: 0393
