Supporter Services Officer.

Action for Children; Watford; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Annual leave 29 days + bank holidays

Professional qualifications

Training & development

Maternity/paternity packages

Pension with employer contribution

Staff discounts

Wellbeing day

Job summary

Action for Children in Watford is seeking a customer experience-focused professional to join our team on a permanent, hybrid basis. You’ll handle internal and external enquiries, deliver exceptional service, and help meet targets while supporting children and families.

The role emphasizes proactive engagement, administration, and collaboration across stakeholders. A strong focus on diversity, inclusion, and continuous improvement is required to succeed in this busy environment.

Qualifications

• Proven customer relationship experience.
• Demonstrable administrative skills and experience with Microsoft Office.
• Proven experience of delivering against set targets.
• Knowledge and understanding of diversity and the relevance to this role.
• Drive to succeed and to see through tasks from start to finish.

Responsibilities

• Delivering an exceptional customer experience to engage enquirers and encourage growth.
• Taking ownership of enquiries and providing satisfactory resolutions.
• Delivering outbound calling, email, and postal information to agreed targets and KPIs.
• Creating and identifying positive relationships with enquirers through effective stewardship.

Skills

Customer relationship

Administrative skills

Microsoft Office

Deliver against targets

Diversity awareness

Drive to succeed

Tools

Microsoft Office

Job description

Location: Watford, Hybrid working with options available.

Contract: Permanent, 35 hours per week.

• 29 days annual leave PLUS bank holidays, with up to 5 additional days for continuous service and option to buy or sell leave.
• Gain professional qualifications and excellent training/development opportunities.
• Flexible maternity, adoption, and paternity packages.
• Pension with up to 7% employer contribution with included life assurance cover.
• Staff discounts and Blue Light Card eligibility with 15,000 national retailer's discounts.
• As part of our commitment to staff wellbeing, you’ll receive a paid annual Wellbeing Day to use however you choose, supporting a healthy balance between work and life.

Why Action for Children?

Working here is more than a job. Everyone in the Action for Children family is passionate about protecting and supporting children. It is the sense of purpose that drives us every single day. Because we know that, when we work together, we can make a huge difference to bring lasting improvements to vulnerable children's lives.

A bit about the role

Working within a friendly and helpful team, you'll provide an exceptional customer experience to all internal and external stakeholders. You will ensure that all internal/external enquiries are dealt with effectively and in a timely manner through pro-active and effective engagement to deliver to agreed targets and other KPIs. In this role, you'll get the chance to be involved in ad-hoc projects and truly make a difference to the lives of children and young people.

How you'll help to create brighter futures

• Delivering an exceptional customer experience to engage enquirers and encourage growth.
• Taking ownership of enquiries and providing satisfactory resolutions.
• Delivering outbound calling, email, and postal information to agreed targets and KPIs.
• Creating and identifying positive relationships with enquirers through effective stewardship.

Let's talk about you

• Proven customer relationship experience.
• Demonstrable administrative skills and experience with Microsoft Office.
• Proven experience of delivering against set targets.
• Knowledge and understanding of diversity and the relevance to this role.
• Drive to succeed and to see through tasks from start to finish.

Please see the Job Description for the full list of accountabilities and requirements.

Please note we do not offer sponsorship for this role.

Talent Pool

We know talent when we see it. But sometimes we find the right person but not for the right job. We'd love to keep your details for when the right job comes up. Let us know if you'd rather, we didn't.

Diversity, equality, and inclusion

At Action for Children, we're dedicated to building a diverse, inclusive, and authentic workplace.

We actively encourage applications from Black & Global Majority and disabled candidates as they are under-represented within Action for Children. We want to take deliberate and purposeful action to ensure equal opportunity to all groups in society and for Action for Children.

If you're excited about this role but your experience doesn't align perfectly with the job description, we'd love you to apply anyway. You might just be the perfect person for this role, or another role within the Action for Children family.

Want to know more about Action for Children?

Find us on Linkedin, Facebook or YouTube to get to know us better.

Closing Date: Tuesday 22nd September 2026.

Interviews will be held week commencing 28th September in our Watford offices.