We are looking for candidates who will be the first point of contact for supporters of a charity and the general public, providing exceptional standards of customer service. Maximising income and loyalty through developing supporter relationships and improving supporter experience. The role will include responding to all enquiries and complaints, taking ownership of these enquiries and seeing them through to a successful resolution and taking part in outbound calling to supporters spreading awareness of campaigns and seeking feedback   JOB SUMMARY AND PERSON SPECIFICATION   Job Title:             Supporter Care Advisor Reports to:         Supporter Care Team Leader Based at:             Help for Heroes, 14 Parkers Close, Downton Business Centre, Salisbury SP5 3RB   Job Purpose Act as first point of contact for supporters and the general public, providing exceptional standards of customer service.  Champion the supporter in order to maximise income and loyalty through developing supporter relationships and improving supporter experience.   Accountabilities • Respond to all enquiries and complaints, taking ownership of these enquiries and seeing them through to a successful resolution. • Share positive and negative supporter feedback in a timely manner. • Learn about the Charity and absorb key messaging in order to communicate effectively with supporters and the general public. • Use sound judgement and take decisions within established procedures. Main Responsibilities • Handle enquiries from supporters and the general public via phone, email, post, social media, text etc. • Respond appropriately to all enquiries whether verbally or by using tailored written responses, dispatching leaflets, packs and other communications. • Through ongoing training and collaboration with internal teams, ensure broad knowledge of all H4H activities and campaigns to allow the comprehensive answering of most queries and concerns from supporters. • Provide an exceptional standard of service to supporters and inspire, enable and support them ‘to do their bit’. • Recognise and value the contribution of our supporters. • Be responsible for adhering to PCI DSS when taking any credit or debit card details. • Accurately record all details, feedback, postal returns, etc., on the supporter database and in accordance with Data Protection legislation to maintain the security and confidentiality of individual details. • Take part in outbound calling to supporters, for example, thanking them, spreading awareness of H4H campaigns and seeking feedback. • Work closely with the Income Processing team to ensure prompt and accurate thanking. • Provide phone cover for other teams. • Work closely with the Income Protection team, highlighting illegal activity and any other information or concerns which could compromise the brand. • Keep abreast of changes affecting Supporter Care, including Gift Aid, Data Protection, PCI DSS, direct debit and other relevant legislations. • Attend Help for Heroes events as and when required. • Work to meet Service Level Agreements with internal customers. Essential Qualifications • Minimum GCSE grade C or above, or equivalent Maths and English. Essential Knowledge, Skills & Experience • Can deliver excellent customer service. • Experience of working in an environment that delivers first class customer service and builds relationships. • Can work well under pressure to deliver against tight timescales. • Intermediate knowledge of Microsoft Office software. • Excellent verbal and written communication. • Numeracy skills. Desirable Knowledge, Skills & Experience • Full driving licence. • Experience of working within the third sector. Key Competencies & Behaviours • Confident and polite manner. • Ability to build rapport quickly and to understand needs and expectations. • Positive, empathetic, patient, polite and friendly manner. • Ability to remain calm under pressure. • Displays the highest levels of integrity, confidentiality and commitment. • Responds quickly to changing demands. • Communicates in a concise and articulate manner. • Attention to detail in all aspects of work. • Demonstrates an ability to work as part of a team and be a flexible team player. • Demonstrates self-motivation. Guiding Principles All elements of  your delivery of the Job Description must encapsulate :   Best In Class We must remain fresh, well-informed and innovative in our approach so that we can consistently develop best-in-class support services for our WIS and their families. We must invest in our staff as it is they who will make the difference. The WIS and their families must remain the focus of everything we do Support to families is as important as support to the WIS. We must maintain the personal touch and give the WIS and their families our personal attention. Can Do We must remain easy to access for our beneficiaries and easy to do business with for our partners and other H4H staff. We must remain a ‘can-do’ organisation that will find a single reason to make something happen, not 100 reasons to stop it. ‘Can, not can’t; will, not won’t; why not, not why. ’We must remain efficient and not bureaucratic. One Team Regardless of where you work or what you do in H4H, we must work as a team to deliver the best possible holistic support and services to our WIS and their families today and into the future, and to develop our services over time. We expect the highest standards of competence, commitment and personal conduct from H4H staff in their dealings with the WIS and their families, our partner organisations, and each other.  

The Head of Marketing will be responsible for the internal and external communications of the charity. The Head of Marketing will report to the CEO Responsible for the PR of Gloucester Pride. Running all Social Media accounts for Pride Create and maintain relationships with all local media outlets, to ensure press releases are published Responsible for creation of all Promotional literature Responsible for setting up and maintaining Brand integrity

The CEO of Gloucestershire Pride will be ultimately responsible for the running or the charity. They will be the decision maker for the organisation and steer the charity forward in accordance with it's aims and objectives as submitted to the charity commission.   Assumes day to day responsibility for the running of Pride. Coach and develop the management team (The board) Work with the trustees and board to ensure the charity aims are met Work with each department head to ensure that all objectives are met Work with each department head to create a manual of standard operating procedures 

Responsibilities 1. Operational event management of confirmed Givergy events 2. Event and fundraising consultancy with clients  3. Account Management – Full communication with clients before, during and after events – face to face, email and phone – and securing repeat business 4. Administration – including accurate maintenance of client records, support with financials (tracking expenses, per event cost management, reporting) 5. Any additional duties as relevant to the role Skills required 1. At least two years’ experience in organising and running events 2. Experience of working in a customer facing role – excellent at communicating effectively and building fantastic relationships with clients and team members 3. Experience of working in an administrative environment 4. Superb organisational skills, time management and attention to detail 5. The ability to work well under pressure 6. Some experience within the charity sector preferred, but not essential

An exciting opportunity has presented itself for a My Guide Ambassador to join Exeter Mobility Team on a 12 month fixed term contract. My Guide aims to support blind and partially sighted people to get out and about and do the things they want to do. The My Guide service has vetted and appropriately trained volunteers who use guiding techniques to help people with sight loss to work towards the mobility goals they want to achieve. This could involve accessing activities and places of interest in the local community, learning familiar routes and improving fitness. More information on My Guide services can be found; http://www.guidedogs.org.uk/services/my-guide#.WYsriPK3GQg  Within this role you will act as the champion and technical expert for My Guide services within the mobility team, ensuring that My Guide sighted guiding services are available where appropriate to service users at all stages of their mobility journey. Please note; this role will be covering the whole of the south west of England, with particular focus on Bristol and Exeter, and can be based at either location.  Responsibilities will include; -  Service delivery and development -  Working with external organisations -  Communication, marketing and publicity Key Requirements for this role include; -  Proven experience of designing and delivering training to an accreditation level -  Presentation skills -  Ability to manage and motivate staff and volunteers -  Eligibility to work in the UK Role details: 35 hours, 12 month fixed term contract Interview Dates : 6th & 7th September As this role requires an Enhanced Disclosure check the start date for the successful candidate will only be confirmed upon receipt of the check. Working at Guide Dogs is much more than just a job. Through the values that guide our work, we make a real difference, and change lives. We believe that wellbeing at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for Guide Dogs. As a member of staff, we offer you a wide range of benefits to suit your individual needs. These include; 26 days’ holiday plus bank holidays (rising to 28 days after 3 years' service), flexible benefits package and a defined contribution group personal pension plan. For more information on this role and our benefits package, please see the documents attached below. To apply for this position, please use the online application form. As part of our safer recruitment policy, we do not accept CVs for job applications. Diversity Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome, and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality. We encourage applications from disabled people as they are currently under-represented in the organisation and guarantee an interview to all disabled applicants who meet the essential criteria for the job. Safeguarding Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom we work. We expect all of our employees and volunteers to fully share this commitment.

Head of Venues and Sites Responsible for the Health and Safety of all Pride events Responsible for creating the main event site map Responsible for sourcing resources and services needed for the main event Responsible toorganising venues for all events and ensuring they comply with Health & Safety guidelines Responsible for the overall management of all Pride events

The head of fundraising will be responsible for driving all fundraising efforts into the organisation.  The head of fundraising will report to the CEO Research and cultivate relationships with local and national  organisations to obtain sponsorship agreements To complete grant applications to allow us to work on our  charity and outreach work To work with the venue's manager to organise events that will  raise funds for the charity To be responsible for the management of ticket sales to all ticketed events. Identify new and different ways that Pride can increase funds

The head of finance will be responsible for the financial health of the charity. The head of finance will report directly to the CEO Takes overall responsibility for the finances of Pride To work with all department heads to create the annual budget for approval by the trustees. To produce monthly forecasts, to ensure financial stability of  the charity To ensure that all spending is made within the charity  guidelines Responsible for the management of stall sales for Pride day and other events.

The Head of Outreach will be responsible tobringing the LGBT Gloucestershire community. The Head of Outreach will report to the CEO   Work with other organisations to create programmes that can  be rolled out across the county that will help and support LGBT+ community members To offer support to community members, and signpost them to organisations that may be able to assist them To work with the CEO, Head of Marketing and Head of  Fundraising to create the strategy and vision for the Outreach aims of the charity

The Head of HR & Volunteering will be responsible for the internal volunteer runnings of the charity. The Head of HR & Volunteering will report to the CEO Responsible for the recruitment of volunteers for all  departments Create and initiate training and development programmes for  all volunteers Ensure that there are sufficient volunteers for all events Instigate policies and procedures that ensure fair treatment of  all board members and volunteers throughout their appointment