Help for Heroes Downton, United Kingdom
Sep 15, 2017Full time
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.