Supporter Care Advisor

Supporter Care Advisor

Contract: Permanent, Full-time, 35 hours per week

Salary: £27,679 - £29,063 with excellent benefits

Location: London, UK

Hybrid Working: A minimum of 40% of working time is spent face to face, either in London office, or as a result of external engagement or travel for WaterAid. WaterAid is located at Canary Wharf, London and this will be your location and contract base.

About WaterAid:

Want to use your skills in customer service to play a vital role in making clean water, decent toilets and good hygiene normal for everyone everywhere?

We need passionate, creative and dedicated people. In return, you will be encouraged and empowered to be yourself at your very best. Together, we will make a bigger difference. Join WaterAid as one of our Supporter Care Advisors to change normal for millions of people so they can unlock their potential, break free from poverty and change their lives for good.

About the Team:

The WaterAid Supporter Care Team delivers an exceptional supporter experience and champion this across the organisation.

About the Role:

As our friendly and helpful Supporter Care Advisor you will build rapport and loyalty with current and potential supporters and ensure they feel truly valued and a key part of our work.

In this role, you will be the first point of contact to engage, inspire and motivate people to be part of our vital for the long term work.

You'll also:

• Help with donations and enquiries, and resolve complaints
• Make outbound calls to thank those supporting our work and help with their queries
• Send personalised thank you letters
• Ensure supporters' records are accurately updated and inline with compliance requirements
• Send out resources to help supporters in all aspects of their fundraising
• Identify, investigate and solve any issues affecting supporters to ensure they have an excellent experience

About You:

• Proven experience of excellent customer/supporter service skills
• Strong written and verbal communication skills
• Proactive problem solving abilities
• A positive and proactive approach with a 'can do' attitude
• To be a great team player!

Although not essential, we also prefer you to have:

• An empathy with overseas development issues

Closing date: Applications will close at 23:59 on 22nd September 2024. Availability for interview is required week commencing 30 September 2024 - interviews will be conducted via Teams.

How to Apply: To see the full job pack, please click 'Apply'. Please apply by submitting your CV and a cover letter into one document in either Word Document or PDF format.

Pre-employment screening: To apply for this post, you must be able to demonstrate your eligibility to work in the UK. All our vacancies require a basic Disclosure and Barring Service (DBS) check to comply with our Safer Recruitment policy.

Our Benefits:

• 36 days' holiday (including 8 Bank Holidays)
• Option to buy an extra 5 days annual leave
• We offer a generous pension plan with employer contribution of up to 10%
• Wide range of flexible and agile-working arrangement
• Season Ticket Loan
• Free annual eye tests
• Pay as You Give charitable giving scheme
• Enhanced Maternity and Adoption/Surrogacy pay, Shared Parental Leave and Paternity Leave
• Sabbaticals
• Volunteer Day

Our Commitment

Our People Promise:

We will work with passion and focus to ensure safe and sustainable water, toilets and hygiene are available to everyone, everywhere. WaterAid is a place of purpose - where people have a real commitment and shared responsibility for the impact we have. We are a global community with diverse backgrounds and perspectives, motivated by inspiring, stimulating work. We are determined to put the wellbeing of our people first, to be a place where people feel safe and able to contribute their voice and truly live our values.

Equal opportunities:

We are an equal opportunity, disability-confident employer and are dedicated to achieving the highest standards of diversity, equity and inclusion. We welcome applications from people of all backgrounds, beliefs, customs, traditions and ways of life. This includes, but is not limited to, race, gender, disability, age, sexual orientation, religion, national or social origin, health status, and economic or social situation.

Safeguarding:

We are also committed to protecting everyone we come into contact with. We have a zero-tolerance approach to abuse of power, privilege or trust across our global work, and any form of inappropriate behaviour, discrimination, abuse, bullying, harassment, or exploitation. Safeguarding the people and communities we work with, our staff, volunteers and anyone working on our behalf is our top priority, and we take our responsibilities extremely seriously.