Customer Care Agent

World Vision; Milton Keynes; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

A leading humanitarian organization in Milton Keynes seeks a proactive Customer Care Agent. This role involves delivering high-quality service, supporting vulnerable children's causes and managing supporter relations. Ideal candidates should have strong communication skills and be aligned with the organization's Christian values. A hybrid work model is offered, with various benefits including a flexible working culture and generous holiday allowance.

Benefits

Flexible working culture

Pension scheme

Generous holiday allowance

Free parking

Opportunities for faith-based gatherings

Qualifications

• You are proactive and enthusiastic.
• You enjoy customer service and building positive relationships.
• You align with World Vision’s Christian ethos.

Responsibilities

• Deliver high quality customer service to supporters.
• Handle support queries via phone, email, and post.
• Create and maintain accurate supporter records.
• Resolve complaints within agreed SLA’s.
• Encourage supporters to maintain and increase their support.

Skills

Strong communicator

Calm and empathetic

Team player

Ability to build connections

Job description

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Customer Care Agent

Salary: £25,080 FTE per annum plus good range of benefits

Contract: x 1Permanent – Full Time - 36.5 hours per week

x 1 Permanent – Part Time - 22.5 hours per week

Based: Milton Keynes – Hybrid (2 days per week in MK office)

Job Purpose

We are looking for 2 proactive and enthusiastic Customer Care Agents (one part-time 3 days per week and 1 full-time 5 days per week) to join our exceptional Supporter Care team. This role delivers high quality customer service to World Vision supporters, and especially child sponsors. The successful candidate will use their excellent communication skills and proactivity to handle all support queries using all channels including telephone, email and post using the highest standards of customer service.

Key Responsibilities

• Create and maintain accurate supporter records in line with all relevant regulations including those relating to data protection, child protection and safeguarding.
• Effectively resolve complaints from supporters within agreed SLA’s, in a way that maintains their support of World Vision.
• Carry out outbound calls to supporters to encourage them to maintain and increase their support & Sponsorship. Ensuring retention KPI’s are achieved, and cancellations are minimised.

Manage changes within child sponsorships, sensitively and appropriately to ensure sponsors continue their support.

This role IS for you if…

• You are a strong communicator, both on the phone and in writing
• You remain calm and empathetic when handling challenging or emotional conversations
• You enjoy speaking with people from all backgrounds and building positive connections
• You work well in a team and are motivated by shared goals

This role ISN’T for you if…

• You prefer to work independently with minimal interaction
• You avoid phone or direct communication with supporters/customers
• You aren’t aligned with World Vision’s Christian ethos
• You struggle with working in a team-oriented and fast-paced environment

Why World Vision:

This is your chance to be a part of something big. You will be working closely with teams across the organisation that directly impact the lives of some of the world's most vulnerable children. If you are excited about using your customer service experience to create real change, then we want to hear from you!

As an active Christian, this role offers you the opportunity to integrate your Christian faith and be sensitive to its various expressions across cultures and denominations. Inspired by our Christian faith, we serve alongside children of all faiths and none through long-term development projects, emergency responses and advocacy in almost 100 countries.

In addition to the salary offered, we offer:

• A flexible and supportive working culture
• Pension scheme (with employer contributions)
• Generous holiday allowance
• Free parking (Milton Keynes office)
• Opportunities for faith-based gatherings, prayer, and devotionals
• A welcoming, purpose-driven team who are passionate about making a difference

Please upload your CV of full employment history. This must be accompanied with a covering letter stating how you meet the essential criteria given in this advert.

Closing Date for applications: 5th November 2025

Interviews: 11th November 2025

**Please note that you MUST be holding the Right to work in the UK documentation as unfortunately this role is not sponsored**

We reserve the right to interview candidates and close the ad ahead of the closing date should a strong candidate be identified

World Vision UK is an Equal Opportunities Employer. We value diversity and aspire to reflect this in our workforce. We welcome applications from people representing all sections of the community.Universal acceptance for everyone, everywhere is at the heart of our Christian organisation.

As a child focused organisation, World Vision UK is committed to the safeguarding of children, therefore any offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.

World Vision UK is a registered organisation operating the Misconduct Disclosure Scheme (MDS) and we shall check with your previous employers about your behaviour and conduct. We will be

requesting they complete a form known as a Statement of Conduct. For more information see: The Misconduct Disclosure Scheme (misconduct-disclosure-scheme.org)

By submitting your application, you understand and accept that World Vision UK will process the data you provide for the purposes of your application and in accordance with the World Vision UK.

Applicant Types Accepted:

Local Applicants Only