We are recruiting for a Supporter Contact Officer, who will deliver a sector-leading, multi-channel contact centre service to existing and potential supporters.
ActionAid is an international charity that works with women and girls living in poverty. Our dedicated local staff are ending violence against women and girls and helping change lives, for good. We won’t stop until women and girls are out of danger, out of poverty and on track to create the future they want.
This is a fundamental role within ActionAid UK. Our Supporter Contact team are the first point of contact for our supporters including child sponsors. It falls to the team to build and develop excellent relationships with them.
A key part of this role is to respond to supporter communications with an aim to encourage supporters to increase their value and time commitment to ActionAid.
Another important element of this role is to strive to retain supporters when they contact us with a view to withdrawing their support, by offering them alternative ways to support our work.
Additionally, you will be tasked with working closely with the Supporter Contact Manager to respond to complaints in a timely and professional manner.
In order to succeed within this role, you must have proven experience of working within a Customer Services environment and a knowledge of what good customer service looks like.
It is essential that you have experience of using Relationship Management databases within a Fundraising environment/context.
We are keen to receive applications from those with excellent verbal and written communication skills, as this role involves handling calls and responding to emails and communications on social media channels.
If you have the skills and experience we are looking for, coupled with a commitment to ActionAid’s vision, mission and values, we are keen to receive your application.
ActionAid is committed to driving improvement through digital channels, tools and ways of working. We will ensure that we provide the technology and the training to enable all staff to perform their roles to the best of their abilities. In return, we ask that all staff are committed to continually improving their digital skills and knowledge within the working environment. Our recruitment processes will evaluate the digital skills of all applicants.
Please note that this role is being offered as a 12 month fixed term contract for 14 hours per week.