Supporter Engagement Executive

TN United Kingdom; London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading charity in the UK is looking for a Supporter Engagement Executive to join their team. This role involves providing exceptional customer service, handling complaints, and engaging with supporters to help achieve the charity's goals. The position offers a hybrid working arrangement with a friendly team environment. Candidates should have experience in customer service and a good understanding of data protection principles.

Benefits

26 days annual leave plus bank holidays

Excellent pension scheme

Health cashback

Employee Assistance Program (EAP)

Car Benefit

Cycle to Work scheme

Season Ticket Loan

Techscheme for purchasing tech

Blue Light Card Scheme

You Did It Awards

Qualifications

• Experience in front-line customer service within an office environment.
• Experience handling complaints via phone and written communication.
• Understanding of GDPR in a customer service context.

Responsibilities

• Be the first point of contact for members of the public and supporters.
• Help achieve the charity’s strategic objectives through outstanding customer service.
• Collaborate with colleagues across the organization.

Skills

Customer Service

Communication

Attention to Detail

Empathy

Tools

CRM Systems

Job description

Job Description: Supporter Engagement Executive at Age UK

Age UK is seeking an experienced front-line customer service professional to join their Supporter Engagement Team as their Supporter Engagement Executive. You will be the first point of contact for members of the public and supporters, helping to achieve the charity’s strategic objectives through outstanding customer service and complaint handling. You will join a small, friendly team of seven Supporter Engagement professionals and collaborate with colleagues across the organization, including Fundraising and Campaigns teams.

This role offers a hybrid working arrangement, combining home-based and office work. The office is located in London (near Tower Hill tube station), and attendance is expected at least once a month for team days, with more frequent visits as needed.

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

Internal grade: 8L

Must Haves:

The following competencies will be assessed during the recruitment process: Application = A, Interview = I, Test = T, Presentation = P

• Experience
• Experience in front-line customer service within an office environment. (A), (I)
• Experience handling complaints via phone and written communication. (A), (I), (T)
• Experience using databases/CRM systems to update customer information. (A), (I)
• Understanding of GDPR in a customer service context. (I)

• Skills and Knowledge
• Excellent written and verbal communication skills, adaptable to customer needs. (A), (I), (T)
• Knowledge of data protection principles & GDPR. (A), (I)
• Strong attention to detail when processing personal data, handling payments, and managing customer queries. (A), (I), (T)

• Personal Attributes
• Ability to manage emotionally charged interactions and challenging behavior effectively. (A), (I)
• Ability to prioritize tasks, make decisions, and proactively find solutions. (I)
• Flexibility and adaptability to fluctuating workloads. (I)
• Professionalism, impartiality, and diplomacy in investigating complaints. (I)
• Empathy and warmth when engaging with vulnerable customers. (I), (T)

Great to Have:

The following competencies will be assessed: Application = A, Interview = I, Test = T, Presentation = P

• Experience
• Providing customer service to vulnerable individuals. (A), (I), (T)

• Skills and Knowledge
• Awareness of customer vulnerability and safeguarding. (I)
• Knowledge of Gift Aid. (A)

• Personal Attributes
• Desire to support older people and advocate for their rights. (A), (I)

What We Offer:

• Competitive salary, 26 days annual leave plus bank holidays and an annual leave purchase scheme
• Excellent pension scheme, life assurance, health cashback, and Employee Assistance Program (EAP)
• Car Benefit, Cycle to Work, and Season Ticket Loan schemes
• Techscheme for purchasing tech up to £1000 interest-free over 12 months
• Blue Light Card Scheme
• You Did It Awards – recognition awards from £100-£250

Additional Information:

Applicants should provide a supporting statement explaining how they meet the competencies marked with an ‘A’. Personal information should be removed from supporting statements to support an inclusive recruitment process. CVs will be anonymized, but supporting statements should be personalized to demonstrate suitability.

Age UK is an Equal Opportunities employer and a Disability Confident Scheme employer, encouraging applications regardless of age, sex, race, disability, or other protected characteristics. Reasonable adjustments are available during the recruitment process upon request.