Supporter Engagement Executive

Age UK; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading charity in London seeks a Supporter Engagement Executive to provide exceptional customer service and manage supporter interactions. This hybrid role requires strong communication skills, experience in customer service, and the ability to handle complaints effectively. Join a small, dedicated team and contribute to the charity's mission while enjoying competitive benefits and a supportive work environment.

Benefits

26 days annual leave + bank holidays

Excellent pension scheme

Life assurance

Health cashback plan

Car Benefit Scheme

Cycle to Work Scheme

Season Ticket Loan

Techscheme

Blue Light Card Scheme

You Did It Awards

Qualifications

• Experience in front-line customer service within an office environment.
• Experience in complaint handling via phone and in writing.
• Experience using databases/CRM systems.

Responsibilities

• Act as the first point of contact for supporters and the public.
• Deliver outstanding customer service and handle complaints.
• Work closely with fundraising and campaigns teams.

Skills

Communication

Attention to Detail

Customer Service

Empathy

Job description

Join to apply for the Supporter Engagement Executive role at Age UK

Join to apply for the Supporter Engagement Executive role at Age UK

This range is provided by Age UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Age UK is looking for an experienced front-line customer service professional to join their Supporter Engagement Team as their Supporter Engagement Executive. You will act as the first point of contact for members of the public and our supporters, delivering the charity's strategic objectives through the delivery of outstanding customer service and complaint handling. You'll be joining a small friendly team of seven established Supporter Engagement professionals and will work closely with colleagues across the organisation, including our Fundraising and Campaigns teams.

This is a hybrid opportunity, a blend of homebased and office working. Our linked office for this role is in London (near Tower Hill tube station) and currently you'll be expected to attend the office at least once per month for mandatory team days, or more often as needs arise.

Shortlisted candidates will be invited to an in-person interview on Thursday, 29th May at our London office EC3N 2LB.

Closing date for applications is 20th May, 2025.

Age UK internal grade - 8L

Must haves:

The below competencies will be assessed at the indicated stage of the recruitment process: Application = A, Interview = I, Test = T, Presentation = P

Experience

* Experience of working in a front-line customer service function within an office environment. (A), (I)

* Experience of complaint handling both via the phone and in writing. (A), (I), (T)

* Experience of using databases/CRM systems to update customer information. (A), (I)

* Experience of applying GDPR in a customer service role. (I)

Skills and knowledge

* Excellent written and verbal communication skills - able to adapt communication style according to the needs of the customer. (A), (I), (T)

* Understanding of data protection principles & GDPR. (A), (I)

* Demonstrate excellent attention to detail when processing personal data, taking card payments and handling customer queries and complaints. (A), (I), (T)

Personal attributes

* Ability to handle emotionally charged customer interactions and respond effectively towards customers who may display challenging behaviour. (A), (I)

* Ability to handle & prioritise multiple tasks and decisions and proactively seek solutions, sometimes without immediate support. (I)

* Demonstrate agility and flexibility in day-to-day work by being adaptable to take on tasks when required in order to respond to fluctuating volumes of inbound customer contact and workload. (I)

* Ability to work effectively with internal and external stakeholders to investigate complaints with professionalism, impartiality and diplomacy. (I)

* Demonstrate empathy and warmth when responding to customers in vulnerable circumstances both via the phone and in writing. (I), (T)

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Excellent pension scheme, life assurance, health cashback plan and EAP
• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards - recognition awards from £100-250.

Additional Information

Supporting statements and anonymisation

Candidates are expected to provide a supporting statement that explains how they meet the competencies annotated with an 'A' in the job description, to assess suitability for the position. Age UK acknowledges and accepts that AI may be used to support the application; we do expect candidates to personalise experience, knowledge and skills and failure to do so, may result in your application being rejected.

CVs will be anonymised by our recruitment system when you apply for a role. Our system is unable to anonymise supporting statements. Please could you remove any personal information including your name before you upload to support our inclusive recruitment process. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us if invited for interview.

Equal opportunities & Disability Confident Scheme

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. Age UK is a Disability Confident Scheme employer. Due to high numbers of applications received, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.

Reasonable adjustments

Disabled job seekers can access reasonable adjustments at any stage of the recruitment process. All requests for reasonable adjustments are considered on a case-by-case basis, in collaboration with the disabled job seeker to best meet their needs, by contacting Disability disclosures will be kept confidential and only shared on a need-to-know basis to support the implementation of adjustments. Disclosures will not be used to inform hiring decisions.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

For a full list of benefits please click here https://www.ageuk.org.uk/about-us/jobs/employee-benefits/

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Customer Service, and Other

• Industries

  Office Administration and Civic and Social Organizations

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