Supporter Care Advisors

Ref: 6836

Closing date: 19 September 2024

Save the Children UK has an exciting opportunity for 2 customer focused individuals with the ability to build relationships quickly to join us as Supporter Care Advisors to provide outstanding customer service to our supporters during an upcoming busy period for our Christmas Jumper Day and Festive Campaigns until 

There are 2 posts available on a temporary contract until February 2025.

Please note that due to the duties and nature of this work, the role will be based in our London-Farringdon office full time initially.

About Us

Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn and protection from harm.  When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave.  We ensure children's unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach.

About you

Our successful candidates will deliver an outstanding service to our supporters, meeting and exceeding their expectations every time they get in touch. A fundraiser and advocate at heart, you'll make it easy and inspiring for supporters to get involved by donating, volunteering, and raising awareness.

Key Accountabilities will include:

• Answering a wide range of enquiries about fundraising and our organisation via telephone, email, letter and social media
• Processing and recording single and regular donations
• Recording all incoming and outgoing communications on our supporter database and adjacent systems
• Track and record all incoming and outgoing communications on a contacts database
• Listening to and proactively responding to and resolving complaints in line with the complaints policy
• Proactively seeking out opportunities to go the extra mile to deliver exceptional service to our supporters
• Adding value to supporter activity and fundraising plans by linking supporters with additional ideas and resources
• Adding value to the Fundraising & Marketing Division by capturing and sharing supporter trends and insights to help support strategy and decision making
• Working with the Supporter Care team to explore and implement improvements to our processes, tools, and systems to enhance the overall supporter experience.

To be successful, it is important that you have:

• Experience of working in a customer facing role/environment
• Experience of drafting written communication, tailored to engage different audiences
• A ‘can do' attitude, who will enjoy the challenge of a fast-paced environment and will challenge themselves and their colleagues to always strive to improve
• Excellent communication skills both verbal and written, be a great communicator andwill relish engaging with and inspiring our supporters
• An ability to build strong relationships with customers, and to cross-sell additional ways of supporting with supporters
• A passion for supporting and helping others.
• A high level of attention to detail and take real pride in the quality of your work
• Experience of responding to enquiries via social media
• The ability to work to tight deadlines, manage own workload and multi-task.

What we offer you:

• Working for a charity provides one of the best benefits there is – a sense of purpose and reward for helping others. However, we understand the importance of giving back to our employees to ensure a happy and healthy working environment and work/life balance.
• To have the best (and happiest) employees we focus on flexibility, inclusion, collaboration, health and wellbeing both in and outside of work.
• We provide a wide range of benefits which will reward your hard work, motivate you, and inspire you to work to improve the lives of children every day.

Please note: To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately once a vacancy has closed, we are unable to consider further applications.

Ways of Working:

The majority of our roles can be performed remotely in the UK, but there are likely to be times when you will be required to come to your contracted office (up to 2-4 days per month or 6-8 days per quarter).  This will be agreed with your Line Manager and team and is intended to be time spent on collaborating with colleagues and relationship building. 

Please note: travel costs to your contracted office will be at your own expense. 

Flexible Working - We are happy to discuss flexible working options at interview.

Commitment to Diversity & Inclusion: 

Save the Children UK believes in a world that is fair, inclusive and equitable where all children have the opportunity to change their world. We apply this to our workforce and we are committed to developing and supporting a diverse, equitable, and inclusive organisation where all employees have a sense of belonging and feel that they can be "Free to Be Me". We are not looking for just one type of person - we want to recruit people who can add fresh perspectives, innovative ideas or challenge that disrupts the risk of group think. 

We are especially interested in people whose childhood experiences - of life on a low income, of migration, of being in a racialised community, of the care system, of being LGBT+ or in an LGBT+ family or living with (or with someone with) a disability - help us to see things we might otherwise miss. Whatever your story is we want to hear it because we know that different voices, ideas, perspectives and knowledge, working together will enable us to better the lives of children around the world. This is the reason why we are all here.