Supporter Care Officer

We are looking for a Supporter Care Officer with customer service experience to join the Supporter Care team at an International Humanitarian charity for 6 months. The main responsibility of this role is to ensure all communication and engagement with supporters is as positive as it can be.

Key responsibilities:

  • To ensure the effective and timely handling of all Supporter enquiries received by telephone, email, letter, social media, or in person.
  • To record and respond to all complaints received from supporters and members of the public, ensuring that appropriate investigations are conducted and issues are escalated if necessary.
  • To liaise with all third parties that work on behalf of the organisation, responding to requests for information that are referred to the charity by agencies and to ensure that appropriate action is taken when a complaint has been received.
  • To handle enquiries from service users, advising them if and how the charity can support them, directing them to the correct Service if available, or provide details of another agency or service if appropriate.
  • To investigate and document any queries in relation to offline or online fraud and facilitate any requests for information or refund as appropriate, working within the constraints of the Data Protection Act and GDPR (from May 2018).
  • To document and escalate any approaches received from vulnerable people.
  • To review all response letters and paragraphs, to ensure all responses remain up to date and appropriate for use.

The successful candidate will have customer service and complaints management experience ideally in a fundraising environment. Strong ability to problem solve effectivity and the willingness to work proactively. Excellent communication and interpersonal skills to help supporters and members of the public.

Job details

  • £24,000 - £24,500 Per
  • London
  • Charity
  • Ref: 954914
  • Posted: 06.03.2018

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