Customer Support Jobs
Supporter Services Officer
Salary - £23,948 to £26,133 per annum
Full time, 12 months’ fixed term contract
About the role
Our supporters are really important to us which is why we want to do everything we can to make their experience of being part of the Practical Action team a positive one. Our Supporter Services Team work tirelessly to deliver the highest level of service possible to our supporters at all points of contact, including email, phone, and postal channels. So whether it’s processing donations or answering enquiries, our aim is to make sure our supporters know how vital they are to us and for them to feel valued.
About you
As a Supporter Services Officer you’ll be part of a busy team delivering an outstanding multi-channel contact service to Practical Action’s existing and potential supporters and donors. You will have a passion for people and will always be looking to go the extra mile to help others.
Previous experience of processing financial transactions and delivering high levels of customer service is essential and you’ll enjoy talking to supporters over the telephone, via email or letter. You’ll be a real team player and be able to work closely with colleagues in the Supporter Experience and Stewardship team and the wider Supporter Experience and Digital Division.
This is a demanding role that requires high levels of supporter relationship management, engagement and dynamism as well as an attention to detail, especially when it comes to income processing and database management. So, if you share our passion, are energetic and think you have the right skills and experience to join our Supporter Services team, we’d love to hear from you.
Key Working Relationships
The post-holder will report directly to the Supporter Experience Manager and will regularly collaborate with the rest of the Supporter Experience, Insight, Trusts and Major Donor and Digital teams. The post-holder will be expected to liaise effectively with other staff and teams across the Marketing Directorate.
KEY ACCOUNTABILITIES
Supporter Relationship Management
- To provide the best possible experience for our supporters, at all points of contact, including email, phone and postal channels.
- To keep informed and up to date about all relevant activities of Practical Action in the countries of operation, retaining and managing information needed to respond to supporters.
- To make outbound telephone calls and emails as required to new supporters, follow up queries, verify details or thank donors, acting as an ambassador for Supporter Services and Practical Action at all times.
Income Processing / Database Management
- To deal with incoming and outgoing post, all donations made online via the Practical Action website and other charitable giving platforms, ensuring all donations are handled accurately and in line with agreed procedures.
- To process cash donations effectively and accurately onto our database.
- To produce and send out letters of acknowledgement to supporters, personalising these communications appropriately.
- To set up Direct Debits/Standing Orders, handle upgrades and other changes to committed gifts, issuing appropriate communications to supporters.
- To accurately process and commit Direct Debit claims.
- To manage Gift Aid on supporter records. This will include setting up new declarations, ending and cancelling declarations and sending out notifications to supporters.
- To deal with new supporters’ welcome communications.
- To liaise with supporters regarding cancellation of donations.
- To update supporter information on the database such as personal details, communication preferences, and other indications of interest or activities to ensure that all our donor information is up to date.
- To undertake manual data entry where required, and to work to avoid the need for duplication of data entry, and ensure automation where possible.
- To pull information required, download and process third party donations ensuring that they are compliant with GDPR.
Compliance
- To keep abreast of all legislation relating to charitable giving such as PCI DSS, Institute of Fundraising guidelines and best practice, Data Protection and Gift Aid Regulations.
- To ensure data is managed to appropriate standards of data protection and security.
- To be aware of and consistently using organisational policies and procedures
Team Working
- To undertake and participate on projects as directed by the Supporter Experience Manager.
- To work closely with the team to review and improve practices and procedures, implementing positive changes and improving efficiency.
- To contribute to organisational meetings e.g. Stand Up, team away days etc.
- To be proactive in joining cross functional working groups.
- To work closely with the finance and fundraising teams to ensure that all processes are working to the highest standard.
- To undertake other tasks that may be reasonably requested by the Supporter Experience Manager and Head of Supporter Experience and Digital.
PERSON PROFILE
Qualifications, Knowledge and Experience
- Relevant experience in a customer or supporter service environment with experience of processing financial transactions and using a CRM database.
- Educated to GCSE level or equivalent, including English and Mathematics
Skills, Abilities and Competences
- Excellent communications skills, both written and verbal
- Excellent call handling skills and the ability to respectfully, honestly and transparently adjust communication to audience recognising the importance of diversity
- Able to use a CRM database
- Able to work across a team following business controls and systems
- Good understanding of the Microsoft Office suite (word, Excel etc. at advanced level)
- Ability to multitask and be able to manage changing priorities
- Ability to work on own initiative to solve problems
- Understanding of data protection legislation
- Prepared to learn or already have an understanding of gift aid legislation, Payment Card Industry, Data Security Standards compliance and charity sector guidelines and best practice.
Why join us?
- The opportunity to work for an organisation that is making a positive difference to the lives of people worldwide, a friendly and supportive culture, working with values-driven and highly engaged colleagues are just some of the reasons we think Practical Action is a great place to work.
- Our open plan offices are located in the centre of Rugby near to the train station.
- In addition, we offer the following benefits:
- 27 days’ holiday in addition to public holidays.
- A pension scheme that new employees can join from day one of employment – (rules apply) employer contributes 10.5% of salary and the employee contributes a minimum of 5%.
- Life assurance (3 x annual salary).
- Cycle to Work scheme.
About us
We are an international development organisation putting ingenious ideas to work so people in poverty can change their world.
We help people find solutions to some of the world’s toughest problems. Challenges made worse by catastrophic climate change and persistent gender inequality. We work with communities to develop ingenious, lasting, and locally owned solutions for agriculture, water and waste management, climate resilience, and clean energy. And we share what works with others, so answers that start small can grow big.
We’re a global change-making group. The group consists of a UK-registered charity with community projects in Africa, Asia, and Latin America, an independent development publishing company, and a technical consulting service. We combine these specialisms to multiply our impact and help shape a world that works better for everyone.
Additional information
Practical Action believes that having a diverse workforce and inclusive workplace culture based on respect will enable us to be an effective organisation. We seek to create an inclusive workplace in which people are accepted as individuals, regardless of their differences and where they feel their contribution is valued. Practical Action is an equal opportunities employer, and we encourage applications from under-represented groups.
We stay committed to cultivating an inclusive and diverse working environment and believe that people from different backgrounds or cultures give us different perspectives, and the more perspectives we have, the more successful we will be. By building a culture where everyone feels heard, respected, and valued we give everyone working with us the opportunity to achieve their full potential.
Practical Action is committed to safeguarding and protecting children and vulnerable adults and as such candidates will be subject to pre-employment checks including criminal checks and terrorist financing.
Please note that should we recruit a suitable candidate before the closing date, we will close applications earlier than the specified date.
The successful applicant must have the pre-existing right to both live and work in the UK.
Closing date for applications: Friday 26th July 2024
Interviews: It is anticipated that interviews will take place in the week commencing 5th August 2024.
HOW TO APPLY
If you want to work for a charity with significant people ambitions, then we would like to hear from you. To apply, please submit a copy of your CV and a supporting statement outlining your suitability for the role.
Please ensure a supporting statement is submitted alongside the CV
The client requests no contact from agencies or media sales.
Location:Home/Birmingham-based with frequent travel to projects in West Midlands
As Project Support Officer you will support the Area Manager and Regional Manager with volunteer recruitment, documentation of training, giving our volunteers a fantastic experience, guest outreach and giving extra support to our West Midlands projects as and when required to aid development and growth within the region.
Each of our Projects is run by Project Leaders (volunteer position) and supported by Regional Managers through recruitment and training of volunteers. You will support the Regional Managers so that they can manage more projects, knowing that you have helped with the embedding of volunteers, along with supporting expansion plans within their areas. This support could range from developing relationships with our food suppliers, researching local organisations to support with guest outreach, and recruiting new Project Leaders for the Area.
You will have excellent verbal and written communication skills, and be able to talk confidently to external people about our Projects.You will also be a good organizer, with the ability to manage multiple tasks within multiple Projects. You will have a passion for food and cooking, and be committed to our objectives and ethics.
This role will require some attendance at our Community Meals projects, to support with delivery as necessary, which will include some evening and weekend work. A full driving license and access to a vehicle for work purposes is essential for this exciting role.
Benefits: We offer 26.5 days holiday plus bank holidays, and additional holiday for length of service (pro-rata for part-time). Our healthcare package allows staff to claim money back on healthcare bills and includes access to telephone counselling and online GP appointments.
How to apply:Please upload a CV of no more than two sides, and a covering note/letter of no more than two sides explaining why you are suitable for the role, via our vacancy website.
Deadline for your application:11.59pm on Sunday 14th July
View the job description here: West Midlands PSO JD 2024.pdf
Interview process: Shortlisted candidates will need to complete a 30 minute task prior to being invited to interview.
Interviews: tbc
Inclusivity: FoodCycle is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We are committed to creating an inclusive and diverse workplace where everyone feels valued and respected.
Safeguarding: The role advertised is ‘Regulated Activity’ and as such is exempt from the Rehabilitation of Offenders Act 1974, and any appointment will be subject to a satisfactory enhanced DBS disclosure check.
Please note that you will need to have existing Right to Work in the UK to apply for this role. We are unable to provide visa sponsorship.
The client requests no contact from agencies or media sales.
For over two decades, Social Investment Business has provided finance and support to charities and social enterprises. We empower these organisations to do what they do best - serve the communities they operate within.
For further inforation on what we do, our values and our generous beneifts please visit our website.
Our values are: People First, Curious, Bold, Collaborative, Accountable
About this role:
Reporting to the Head of Credit Risk and Portfolio Management this role plays an important part in the provision of loans and blended funding (loans and grants) to our charity and social enterprise customers.
We are looking for someone who has previous experience of lending, relationship management and managing a portfolio of business/organisation loan customers. This is a great opportunity for someone to be involved in making a difference to people. We need someone who is passionate, proactive, can work well autonomously and as part of a team and is flexible, adaptable and can manage competing priorities.
Members of the investment team are based in different regions across England. This role will primarily manage customers within London, the West of England, South of England and South West of England, although some customers may be located right across the UK. Regular customer visits will be a requirement of the role as well as in person team meetings. We are looking for applicants based in London or the area to the West or South West of London (within circa 2 hours travel time from London) to ensure you are able to easily reach customers across these regions.
Key responsibilities
Relationship Management
1. Responsible for managing a portfolio of SIBs smaller investments (loans and grants) and acting as the primary point of contact for all communications with those customers.
2. Build and maintain strong working relationships with all investees within your portfolio, arranging in-person visits and/or video meetings on a regular basis and when otherwise needed.
3. Collect, review and report on monitoring information from loans/grants recipients which is predominatly financial information (management accounts, annual accounts and forecasts) and social impact progression.
4. Ensure scheduled loan repayments due from investees are received in line with agreed schedules and take action where not received.
5. Proactively identify emerging support needs and recommend methods to address these, including sources of external advice/support.
6. Discuss potential variations to the terms of loans or grants with investees and prepare and submit loan variation recommendations to internal committees including the SIB Investment Committee, including challenging situations where the customer is in default or financail distress.
7. Undertake assessments of new loans and develop relationship to orginate new loan applications.
8. Undertake AML/KYC, eligibility and fraud checks on new borrowers.
9. Drawing up loan and security documentation where required.
10. Arrange drawdown and disbursements of funding.
11. Generate new SIB customers through referrals from customers within your portfolio and your own professional networks.
General
12. Support and/or lead on relevant investment team projects as and when required.
13. Take enquiries from and provide guidance to applicants on all SIB funds.
14. Provide constructive suggestions to improve ongoing processes and input into the design and development of new products.
15. To work within the organisation's values, principles and processes to achieve operational excellence.
16. To adopt our continuous improvement and learning ethos.
17. To support and embed equality, diversity and inclusion into day-to-day behaviours and activities within your role as well as contributing more widely across SIB’s commitment to E, D & I.
18. To support and contribute to the implementation and delivery of SIB’s strategy.
19. In agreement with manager to undertake other tasks and work on cross team projects that support the objectives of SIB as required.
Core competencies
· Experience of managing or working with a portfolio of business/organisation loan customers.
· Ability to analyse and make objective judgements based upon complex written and financial information.
· Previous experience of assessing loan applications.
· Experience of interpreting and understanding data on Microsoft Excel.
· Credit assessment training or a good understanding of company financial accounts.
· Good negotiating, influencing and problem solving skill.
· Excellent written and oral communication skills that can be adapted for a variety of audiences.
· A team player who enjoys working in collaboration with other people.
· Ability to work using own initiative, manage own workload, be a self-motivator and work remotely.
· A passion to help financially viable charities and social enterprises access funding.
· Commitment to equalities and customer care.
· Commitment to quality, diversity & inclusion, and customers.
· Excellent communication skills.
· Team player with the ability to work independently.
Desirable competencies
· Knowledge of the voluntary, community, and social enterprise sector.
· Capital project experience
We believe in the power of the social economy to build a more equal society.
The client requests no contact from agencies or media sales.
This is an exciting new role for someone who is interested in gaining the experience and training necessary to become an information and advice navigator.
Working as part of our committed and expanding team, your main role will be supporting the advice team with triaging client contact over the telephone, online and face to face. We will provide you with full training and supervision to carry out your role.
Purpose of the role:
· Triage all client enquiries and referrals received via the helpline, email enquiries and drop in callers Provide administrative support to team advisers.
· To support clients with form completion – online or paper based.
· To support the Information and Advice Service (Later Life Planning Service / Dementia Adviser team)
You will be the first point of contact for our clients, whether that be by email, telephone or face to face.
We will provide training and support to help you develop your skills and become an efficient navigator onto other specialised services.
The client requests no contact from agencies or media sales.
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
The Role
Working across both Social Mind and Social Sync as a Customer Success Manager you will play a pivotal role in ensuring our non-profit clients succeed in their digital fundraising endeavours.
You will oversee the complete lifecycle of client engagement, from onboarding to support and retention, ensuring they fully leverage our platform's capabilities and agency expertise.
You will act as a strategic advisor, guiding clients through their journey with Social Mind and helping them optimise their campaigns for maximum impact.
Your role will involve proactive communication, strategic planning, and collaboration with internal teams to deliver exceptional client experiences building long term relationships.
Background
Social Mind are experts at using social fundraising to drive income and engagement. From product innovation, journey design and campaign builds to virtual event management, we support charities in delivering successful campaigns at scale.
Our fundraising platform, Social Sync, aims to revolutionise the sector with integrated digital fundraising campaigns and behavioural, omni-channel supporter journeys.
We empower charities to raise more money with integrated multi-platform fundraising, drive supporter acquisition and build stronger relationships with sophisticated, personal journeys and we unlock the supporter’s potential with meaningful insights.
Key Responsibilities
- Client Relationship Management:
- Work closely with Growth team to deliver smooth and effective handover milestones to ensure ongoing client confidence.
- Build and nurture strong relationships with key stakeholders at non-profit organisations, understanding their digital fundraising goals and aligning our solutions with their strategic objectives.
- Conduct regular check-ins and strategic reviews to assess client satisfaction, gather feedback and identify opportunities to increase value and reduce churn across Social Mind and Social Sync.
- Explore different ways in which clients may benefit from new agency services as our offer diversifies in line with market trends and demands.
- Onboarding and Adoption:
- Ensure client satisfaction by keeping internal teams well briefed to successfully deliver agreed client requirements to a high standard and on time.
- Collaborate cross functionally to ensure clients have everything needed for successful campaign launches and ongoing optimisations.
- Develop and execute strategies to drive adoption and engagement with our platform, tailoring approaches to each client’s unique needs and goals.
- Success Planning and Outcomes:
- Create and manage comprehensive success plans for clients, setting clear goals and regularly reviewing progress to ensure they achieve their desired outcomes.
- Provide best practices and strategic recommendations to help clients elevate their fundraising efforts and fully utilise our platform and agency offering.
- Act as the internal voice of the customer, gathering feedback and collaborating with our Product and Development teams to drive enhancements that meet client needs.
- Identify potential risks and opportunities for upsell, working closely with internal teams to address concerns and explore growth possibilities.
Skills and Knowledge
- Strong knowledge and understanding of non-profit fundraising, particularly social and digital fundraising.
- Experience with managing multi-channel campaigns and understanding campaign lifecycle from planning to post-campaign analysis.
- Excellent communication and presentation skills, capable of managing complex stakeholder interactions and inspiring action through data and case studies.
- Tech-savvy, with a strong interest in learning about our platform and the ability to provide technical guidance to clients.
- Positive, enthusiastic team player with a collaborative approach and a drive for continuous improvement.
- Experience in the non-profit sector is desirable, with a passion for supporting charitable causes and driving meaningful change.
- Experience in a Customer Success or Account Management role is desirable, ideally within the non-profit sector or a B2B SaaS environment.
The client requests no contact from agencies or media sales.
We are looking for a Customer Experience Manager - Scout Adventures to join our Adventurous team.
Location: Gilwell Park, Chingford, London, E4 7QW (Option to live in on site)
Salary:£31,716 per annum, Band E, level 3
Term: Permanent
Working Hours: 40 hours per week - Including some evenings and weekends
We’re Scouts and everyone’s welcome here - all genders, races and backgrounds. Right across the UK, we help over 400,000 young people aged 4-25 gain skills for life and find their place in the world. We help them speak up, play their part and shine bright.
About the Customer Experience Manager Role:
As Customer Experience Manager, you will be the Centre champion of our ‘Think FRESH!’ customer journey framework (Fun Relevant Effective Simple Helpful) and oversee and improve all aspects of our onsite customer journey. You will drive retention & support income generation through the delivery of fun, innovative events, and the implementation of service standards that exceed customer expectations.
What we are looking for in our Customer Experience Manager:
- Prior experience operating as a manager in a customer experience focussed environment.
- Excellent communication and interpersonal skills, with an ability to influence and negotiate with a wide range of audiences, both internal and external
- Comfortable managing your own workload, time, and logistics.
- Experience and knowledge of residential hospitality, group travel, food & beverage operations or a related hospitality industry. Excellent customer service skills and awareness of customer expectations to ensure the customer is at the centre of decision-making.
Key responsibilities as our Customer Experience Manager:
- In partnership with the General Manager and the wider Scout Adventures leadership team, lead the way to support the customer experience journey at Gilwell Park, ensuring that every visitor has a memorable experience and is engaged in the rich story of Gilwell.
- Line manage and lead key members of our booking, administration and events team, ensuring they have the tools and support that they need to complete their job effectively.
- Review and implement customer service standards to ensure consistent standards of service delivery are met for improved customer relations.
As our Customer Experience Manager in return, we offer you:
- Work in a way that suits you, your role and your department
- Be proud to say you’re part of a team with Investors in People (Gold)
- Plenty of opportunity for learning and development
- 28 days holiday a year, plus bank holidays rising to 32 days after two years
- Three extra days over Christmas (that’s our gift to you)
We are proud to be a family-friendly employer and offer…
- Maternity/Paternity Leave
- Flexible working hours
- Store Discount at our Scout Store + other online benefits
- Study and volunteer leave
Don’t miss out on the opportunity to join our fantastic team! Click ‘Apply’ now!
The closing date for applications is 23:59pm on Sunday 14th July 2024
Telephone Interview: Friday 19th July 2024
Interview are expected to be held in person at Gilwell Park on Friday 26th July 2024
The Scouts is an equal opportunity employer, and we are committed to diversity and actively seeking applicants from a wide range of backgrounds.
Strictly no agencies.
We're looking for a kind, compassionate and resilient Specialist Support Worker to join our homelessness service in Tower Hamlets.
£15,220.00 per annum, working 20 hours per week. Benefits include 25 days Annual Leave, pension schemes, staff discounts, healthcare and career progression.
Want to feel like you're part of one team? You'll feel at home here.
Tower Hamlets Domestic Abuse Service is a refuge that provides short-term accommodation for 15 women and their children with a range of support needs, who are at risk of or fleeing domestic abuse.
You will be responsible for overseeing and coordinating families' move-on pathway from the refuge into independent living. The post holder will be responsible for sourcing accommodation in the private rented sector - liaising with landlords and sourcing new move on routes for families. You will directly support customers to move into their new accommodation and ensure support staff are fully equipped to inform customers about the move on process. The post-holder will also a central contact point for local authority housing departments.
All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.
What you'll do:
Develop links with private sector landlords and estate agents in order to source private rented stock and promote Look Ahead as a partner organisation
Work in partnership with local authorities' move on co-ordinators, creating innovative schemes to support long stayers in accommodation
Attend and support customers to complete all relevant documentation for housing placement meetings
Develop and maintain an information resource to support the team in the resettlement of customers and their children. This will include (but not limited to) Local Housing Allowance Rates, Partner Landlord and Estate Agency details and Rent Deposit Schemes
Act as the main point of contact for information and resources on the private rented sector
Support a caseload of families to ensure they move on within their licence agreement timeline
Provide a support service to new families who move in including assisting them to access welfare benefits and loans/grants available from the Department of Work and Pensions
Accompany families to viewings
For the full list please see our website
This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead
About you:
Is highly motivated and a self-starter
Enjoys managing and motivating others
Is confident with high levels of self-esteem
Is respectful, articulate and sensitive in style of communication
Is essentially customer-focused
Is respectful, articulate and sensitive in style of communication
Is able to advertise and promote activities in a way that will lead to engagement
Is excellent at working with others and working in a co-produced way
Is creative and able to put creative ideas into action
Is motivated towards excellence and improvement of personal performance with a can do attitude
Knowledge around co-production and the importance of it
Knowledge and understanding of supported housing move on pathways
Knowledge and experience of policy relating to Private Rented Sector
Enjoys social interaction and the company of others, networks in local business community
Ability to prioritise workload and work effectively in a high-pressured environment
Prefers working as part of a group or team
Ability to work independently and use initiative
Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement
Thrives on change and enjoys dynamic diverse environments with an ability to cope positively with challenging and diverse behaviour
What you'll bring:
Essential:
Has relevant sector work experience
Demonstrable experience of supporting survivors of domestic violence
Desirable:
Other relevant professional memberships and/or specialist qualifications
About us:
Look Ahead is a leading, not-for-profit care and support provider in London and the South East. Our vision is to build better lives through social care and housing in local communities. As an organisation we deliver over 120 services, providing support to around 6000 customers each year. Our mission is to co-design and deliver services that offer innovative social care solutions and support people to thrive. We work across mental health, homelessness, young people and learning disabilities so there are plenty of opportunities to grow and progress your career with us.
We have a strong social purpose and we live and work by our values:
We focus on Excellence and innovation.
We are Caring and Compassionate.
We are Inclusive and Trusted.
We work in Partnership and are One-Team.
Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.
If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.
We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.
We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.
Using Anonymous Recruitment
This organisation is using Anonymous Recruitment to reduce bias in the first stages of the hiring process. Our system keeps your personal information hidden until the recruiter contacts you.
Do you have the skills and qualities needed to provide horticultural and garden based therapy to adults with a range of complex support needs at our sites across south west London.
We are looking for an enthusiastic and experienced horticulturalist/gardener to join our team based at the Stud Community Garden and Nursery in Richmond.
As a values based employer we will expect you to shape your work and responsibilities around the charitys key values of partnership, independence, empowerment, sustainability, professionalism and recognition.
You will have a clear sense of the benefits that garden based therapy can provide to someone with complex needs. And will bring with you a commitment to enhancing the experience of those referred into or using our services on the basis of the individual preferences, strengths and skills.
As the post holder you will:
- Provide those using our services with a person centred approach that maximises the impact of our horticultural support resources on their knowledge and abilities.
- Deliver interventions that apply horticulture as both a therapeutic and sensory development tool
- Work as part of a team to prepare and deliver garden-based activities at both our community garden and our day based services in Wandsworth
- Maintain and care for our community garden and other operating environments with garden maintenance and client based support needs.
Please send an up to date CV and supporting statement that set out clearly how you meet the principle criteria set out in the person specification associated with this role.
The development of services that support the independence of vulnerable people with learning disabilities and/or enduring mental health needs and the
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The client requests no contact from agencies or media sales.
Who we are:
Muslim Aid is a UK faith-based international development organisation that provides support to communities around the world affected by disasters, conflict, or endemic poverty without regard to their social, religious, or ethnic background.
Established in 1985, Muslim Aid has facilitated the engagement of the British Muslim and non-Muslim community in support of its work in a variety of ways. Over the years, its humanitarian work has included responses to major crises around the world including, famine in East Africa, earthquakes and flooding in Pakistan and Bangladesh as well as conflicts in Syria and Yemen.
We place strong emphasis on long-term development projects that build the capacity of local people to help themselves. In addition to the 5 country offices worldwide we also work with multiple partner offices focusing on sustainable Development Programmes and providing humanitarian relief during times of crisis.
Summary of the role:
The CRM Project Manager will oversee the successful implementation and enhancement of the organisation’s Customer Relationship Management (CRM) system, ensuring alignment with organisational objectives.
This role encompasses the management of additional systems like Business Central post-CRM project delivery, and includes technical oversight, troubleshooting and integration management.
The position involves supervising an overseas developer and ensuring effective collaboration across departments to deliver projects on time and budget.
About the Role:
- Lead and manage end-to-end CRM implementation and enhancement projects, ensuring timely and within-budget delivery.
- Manage additional systems such as Business Central, ensuring seamless integration and coherence with existing processes. Accurate data entry of HR information systems to maintain data integrity.
- Develop detailed project plans, including timelines, budgets, resource allocation, and risk management strategies.
- Work closely with the IT team to ensure all systems are secure, up-to-date, and performing optimally.
- Identify and resolve technical issues related to CRM and other integrated systems efficiently.
- Collaborate with cross-functional teams, including ICT, Fundraising, International Programmes, and Support Services, to gather requirements and ensure alignment with organisational objectives.
About You:
To be successful in this role, you will need:
- Bachelor's degree in Project Management, Information Technology, Business Administration, or a related field.
- Understanding of development programmes design, implementation and evaluation.
- PMP, PRINCE2, or other relevant project management certification.
- Proven experience in project management, with a strong emphasis on CRM systems Strong ability to handle confidential and sensitive information with discretion.
- Strong understanding of CRM systems (e.g., Microsoft Dynamics).
- Good interpersonal and communication skills and ability to liaise effectively with people at various levels.
Why you should apply:
Join Muslim Aid as a CRM Project Manager and make a meaningful impact by leading the implementation and enhancement of our CRM system, ensuring it aligns with our organisational objectives. If you are passionate about utilising technology for a greater cause and aspire to work in a values-driven organisation dedicated to making a positive difference, this is the perfect opportunity for you.
Benefits you will enjoy working for us:
- 37 days holiday (including Bank Holidays and Privilege days)
- Hybrid working
- Paid time off for medical appointments
- 2 hours lunch break on Fridays
- Time off in Lieu (TOIL)
- Pension Scheme
How to apply:
To apply please submit your cover letter (no more than 1 page) and CV.
We are recruiting for a Children’s Support Worker who will be working closely with children and their mothers who are living in our refuges escaping domestic violence and other forms of violence and abuse, to provide personal welfare support and ensure that our clients are provided with a safe, supportive, and welcoming environment.
A key requirement is to provide personal one to one and group support to children and young people to ensure they are provided with a safe, supportive, and welcoming environment. The post holder will support children who have witnessed or experienced domestic violence and plan and provide stimulating, safe, and appropriate activities.
This post is restricted to women due to the nature of the role. The Occupational Requirement under Schedule 9 (part 1) of the Equality Act 2010 applies.
The client requests no contact from agencies or media sales.
We're looking for a kind, compassionate and resilient Housing Support Worker to join our homelessness service in Surrey.
£24,939.20 per annum, working 35 hours per week. Benefits include 25 days Annual Leave, pension schemes, staff discounts, healthcare and career progression.
Want to feel like you're making a difference? You'll feel at home here.
To enable vulnerable people living in a variety of different tenures to manage their tenancies/ licences and prevent homelessness by providing a flexible and individually tailored support package.
Fixed term contract of 9 months.
Hours: Monday to Friday 9am - 5pm, excluding Bank Holidays.
All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.
What you'll do:
Undertake key-working responsibilities for a caseload assigned by the Manager
Ensure that referrals to the service are managed effectively and in line with the referrals and assessment procedure
Undertake initial and assessments and continuous reviews of support needs and potential risks, and agree levels of support and actions
Create and review support/ action plans for providing appropriate housing-related support based on the assessment and reflecting the services and resources available
Develop and maintain links with key agencies and service providers in the local community
Empower customers to ensure they receive the benefits and services they are entitled to
Signpost customers to support services that can help them address additional support needs such as mental or physical health, employment and education, adult social care, domestic abuse and family support
Encourage and enable customers to pay their rent and other housing-related costs, and to ensure that rent accounts are managed effectively in conjunction with the relevant housing provider
Encourage and enable customers to adhere to all other conditions of their tenancies/ licences, eg maintaining a satisfactory living environment, refraining from anti-social behaviour, allowing access for essential work
Encourage and enable customers to take necessary steps to seeking and preparing for alternative accommodation where maintaining their current housing situation is unsuitable or unviable
Ensure that all safeguarding concerns are managed in line with safeguarding protocols and are reported to Contract Manager/Head of Operations, as appropriate
Undertake all administrative work and keep accurate and comprehensive customer records to professional standards
Adhere to Look Ahead's Policies and Procedures
Engage in learning and development activity to increase knowledge and skills
For the full list please see our website.
This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead
About you:
Enjoys social interaction and the company of others, joins in local activities to encourage customer involvement
Approachable and open behaviour
Prefers working as part of a group or team
Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement
Has a practical and logical mind and is naturally well organised
Flexible
Open to feedback and self development
Thrives on change and enjoys dynamic diverse environments
Is confident with high levels of self-esteem
Is respectful, articulate and sensitive in style of communication
Is essentially customer-focused
Is motivated towards excellence and improvement of personal performance with a can do attitude
Ability to cope positively with challenging and diverse behaviours
What you'll bring:
Essential:
Use of own vehicle
IT and functional skills
Positive attitude and can-do approach
Resilience
Flexibility
Good communication skills, written and verbally
Desirable:
Experience working in homelessness, housing or support/care
Up to NVQ Level 2/3 or equivalent or experience in the social care/charity sector
About us:
Look Ahead is a leading, not-for-profit care and support provider in London and the South East. Our vision is to build better lives through social care and housing in local communities. As an organisation we deliver over 120 services, providing support to around 6000 customers each year. Our mission is to co-design and deliver services that offer innovative social care solutions and support people to thrive. We work across mental health, homelessness, young people and learning disabilities so there are plenty of opportunities to grow and progress your career with us.
We have a strong social purpose and we live and work by our values:
We focus on Excellence and innovation.
We are Caring and Compassionate.
We are Inclusive and Trusted.
We work in Partnership and are One-Team.
Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.
If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.
We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.
We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.
Age UK are recruiting for a Retail Support Administrator with exceptional customer service skills to join their busy Retail Help Desk team based in Warrington. In this role you will offer specific administrative and operational support to a Divisional Sales Team and provide first line support through the Customer Services Helpline. Thus, playing your part in supporting the Retail Division in generating much needed income to help Age UK in its mission to improve the lives of older people.
This unique opportunity to be part of a Divisional Team consisting of Area Managers and covering a wide geographical base from your operating desk in Warrington will not only support the Division, but also the national charities 265 shops alongside your fellow Retail Support Administrators.
No two days will be the same, whether it be receiving inbound calls and emails or customer enquiries. A vital element of the role will be processing all stock donation calls that the Help Desk receives, and then contacting the relevant field staff for a final action plan. Your support in all aspects of customer and shop enquiries will be crucial to the Divisional Sales Manager to ensure the Division's administrative operations are run efficiently and cost effectively.
This opportunity will require you to have strong IT skills, especially Excel and the ability to collate accurate information from a variety of sources to supply to the Retail Division.
This role is based at the Warrington office.
Must haves:
- Office based experience working within an administrative environment or supporting a retail estate.
- Ability to work with range of peer groups within the organisation to include volunteers, staff and senior managers.
- Empathic approach to customer service/signposting
- Proficient in the use of Microsoft365 and Windows 10 applications, particularly Excel, MS Teams & Outlook.
- Ability to work on own initiative and as part of a team.
Great to haves:
- Knowledge of logistical requirements that service a multi-site retail organisation, preferably system based
What we offer in return
- Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
- Excellent pension scheme, life assurance, health cashback plan and EAP
- Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
- Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
- Blue Light Card Scheme
- You Did It Awards - recognition awards from £100-250.
Additional Information
All CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Please note that our system is unable to anonymise cover letters, and we would therefore ask that to support the work we are doing on making our recruitment selection process fairer and more unbiased, that you remove any personal information from your cover letter/supporting statement, including your name before uploading this. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.
Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.
Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.
Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.
As a Supporter Stewardship Officer, you will be at the forefront of providing exceptional support to all our existing members, donors, and supporters by embracing our supporter care culture in line with the supporter care charter.
A key part of this role will be to identify opportunities to maximise income through products and services contributing to the overall Fundraising strategy.
You will ensure every interaction leaves supporters feeling valued and engaged, nurturing relationships that drive fundraising success. Collaborating closely with our Supporter Stewardship Team, you'll establish good working relationships and encourage cross-team collaboration, ensuring an integrated approach.
Your day-to-day will involve providing advice and guidance to both new and existing supporters, offering tailored service to maximise their fundraising potential. By triaging enquiries effectively, you'll ensure everyone gets the assistance they need promptly and efficiently.
As an essential point of contact in our supporter care journey, you'll efficiently handle enquiries, upholding the highest standards of service. Plus, you'll play a crucial role in maintaining our supporter database, ensuring accuracy and compliance with relevant regulations.
If you're ready to make a real impact and be part of a team dedicated to providing an excellent supporter experience, apply today!
Hybrid Working Expectations: 2 days per week office attendance required.
(Flexibility to attend the office more regularly on occasion may be required to meet business needs.)
What are we looking for?
Proven experience of delivering outstanding customer service. You'll have excellent verbal and written communication skills, with a friendly telephone manner.
Confidence in handling challenging situations is a must, alongside solid ICT skills, especially in Microsoft Office and databases.
You'll need to collaborate effectively and build strong relationships within the team and across internal departments. Organisation and time management skills are key, coupled with accuracy and attention to detail.
For full role responsibilities please view the job description located within the Recruitment Pack.
Our Benefits
- 28 days holiday, rising to 33 days after 5 years' service, plus Bank Holidays
- Access to UK Healthcare which includes reimbursement for dental appointments, eyecare, Health & Wellbeing screening and therapies
- Access to a 24/7 phone and video GP Service
- Life assurance
- Confidential counselling helplines
- Salary sacrifice schemes to include:
- Cycle to work
- Buy and sell annual leave
- BenefitHub which offers lifestyle discounts and offers on everyday shopping
- Enhanced pension scheme
- Opportunities for training and personal development
- Hybrid working
How to apply
Please submit a CV and supporting statement. Your supporting statement should be no longer than one side of A4 and demonstrate how you meet the following areas of the role.
- Proven experience of excellent customer / supporter service skills.
- Strong interpersonal and communication skills with excellent telephone manner, and the ability to deal confidently and effectively with challenging telephone calls.
- Good ICT knowledge including Microsoft Office suite and databases.
Where experience is asked for, please give one example showing what you did and what it achieved. Where we require evidence of ability, please explain either how you would approach that particular competence or give an example to support your suitability.
Alternative Applications
To provide an inclusive application process for all our opportunities, we are open to receiving alternative applications from candidates who may find it difficult to complete our online form. For example, if you would like to apply via video or audio format, please email your recorded application, ensuring you cover the supporting statement aspect.
About Us
Our vision is a world free from MND. Our mission is to improve care and support for people with MND, their families and carers. We fund and promote research that leads to new understanding and treatments and brings us closer to a cure for MND. The Association also campaigns and raises awareness so the needs of people with MND, and everyone who cares for them, are recognised, and addressed by wider society.
We are committed to equality and value diversity. We are working hard to remove perceived and actual barriers to participation for people with and affected by MND, current and future staff, volunteers, and stakeholders.
We guarantee interviews for disabled applicants that meet the requirements of the role as part of our commitment to the Disability Confident Scheme. Reasonable adjustments can be made as required.
Important Information
Adverts may be closed before the deadline once sufficient applications are received. To avoid disappointment, please apply early.
We request that recruitment agencies do not contact us in relation to this role.
The client requests no contact from agencies or media sales.
University of Oxford Development and Alumni Engagement
CRM Learning and Engagement Manager
(known internally as DARS Senior User Engagement Officer)
Location: Oxford – hybrid working may be an option
Salary: Grade 7: £36,024 - £44,263 per annum with possible extension to £48,350.
The University of Oxford is a stimulating work environment, which enjoys an international reputation as a world-class centre of excellence. Our research plays a key role in tackling many global challenges, from reducing our carbon emissions to developing vaccines during a pandemic.
The Development and Alumni Relations System (DARS) team is dedicated to enhancing the University's engagement with its alumni and donors through an advanced constituent relationship management system. Our team focuses on supporting this CRM system to drive fundraising and strengthen alumni relations, ensuring seamless collaboration and continuous improvement in our processes and user support.
About the Role
As a member of the User Engagement team, your role will be integral to supporting and enhancing the University's CRM system for development and alumni engagement. Key responsibilities include:
- User Training and Engagement: Develop and update training courses, create learning materials, and facilitate workshops to ensure effective user engagement with the DARS system.
- Business Process Improvement: Analyse and enhance business processes to optimize the functionality and efficiency of the DARS system.
- Support and Relationship Management: Provide comprehensive support through one-on-one coaching, project assistance, and managing key business partnerships to maintain strong collaborative relationships.
To Be Successful You’ll Need:
- Excellent Communication Skills: Ability to clearly convey information and facilitate training sessions, workshops, and presentations.
- Analytical Abilities: Proficiency in analysing business processes and identifying areas for improvement.
- Relationship Management: Experience in managing and nurturing business partnerships or building and maintaining strong collaborative relationships.
- Interpersonal Skills: Excellent interpersonal and customer service skills.
- Technical Proficiency:
- Proficient in utilising Microsoft Word, Excel, and PowerPoint to create impactful presentations and documents.
- Proficient in learning management systems (LMS) and various e-learning platforms.
- Knowledge of the DARS system as used at the University of Oxford; or of other comparable fundraising or relationship management software (such as Blackbaud Raiser's Edge, Microsoft Dynamics, Salesforce
- Project Management: Skills in managing projects, providing project support, and ensuring timely delivery of objectives.
- Training and Development: Proficient in designing and implementing training programs, crafting educational resources, and utilising learning management systems to enhance employee development.
What We Offer:
Your happiness and wellbeing at work matters to us, so we offer a range of family friendly and financial benefits including:
- Flexible hybrid working
- An excellent contributory pension scheme
- days annual leave
- Membership to CASE
- Training and Development opportunities
- A comprehensive range of childcare services
- Family leave schemes
- Cycle loan scheme
- Membership to a variety of social and sports clubs
- Discounted bus travel and Season Ticket travel loans
Application process:
- Click the link to ‘Apply’ and follow the on-screen instructions on our Application portal for Vacancy ID: 173358.
- Applications must include of a CV and a letter of application, in your own words (in PDF format), outlining your motivations to apply for this role, your relevant experience and how you meet the criteria of the person specification.
Only applications received before 12.00 noon on 4 July 2024 can be considered.
Interviews are currently scheduled to take on 19 July 2024, in person in Oxford.
Development and Alumni Engagement is committed to having a team that is made up of diverse skills and experiences. We encourage applicants from all sectors of the community and are especially keen to encourage candidates from under-represented groups to apply.
We raise funds in support of the University’s academic priorities, securing donations for all aspects of academic and student endeavour.
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The client requests no contact from agencies or media sales.
SU Central is the glue of the SU, dealing with hundreds of queries a month, providing key admin work for our Advice service as well as other areas of the organisation, all whilst being a friendly face at our helpdesk. It is a fun but fast paced environment which would be great for a person who is energic,friendly and always wants to help staff and students.Imagine coming to work every day in a place where you get to have fun, make friends,change lives and push yourself to build your skills and achieve amazing results.
Not having years of experience in customer service isn’t a barrier.If you can prove you are willing to work hard, bring your whole self to work and put the time in to learn and develop your skills for the benefit of yourself and others, we want to hear from you.
Our SU is a charity that has won multiple national awards for, among other things, engaging thousands of people in community-building projects, having an extremely happy staff team and proving that you can create the best students’ union in the country against the odds.