***THIS JOB VACANCY HAS NOW CLOSED***
35 hours per week
Home based
The ideal candidate will be responsible for ensuring that all the charity’s communication via all channels is responded to within agreed SLA and to ensure that all incoming donations, directly banked payments, regular gifts and other payments received at Head Office are recorded in line with procedure. They will work alongside the Senior Supporter Care Executive to ensure the efficient day to day operation of the Customer Care Team.
The post holder will:
– Be the first point of contact for potential and current supporters who contact Blind Veterans UK by phone, mail, email or social media. Communicating about our work and dealing with any enquiries or escalations, responding appropriately.
– Respond to specific donation enquiries or escalations from supporters and prospective supporters (phone, mail and email) within agreed timescales.
– Inspire and motivate more people to support and advocate for Blind Veterans UK, seeking opportunities to increase lifetime value and retention of every supporter.
– Work in collaboration with the wider Charity, Finance, Engagement and Fundraising teams to ensure that the Customer Care team are aware of all activities, strategies and objectives to deliver the best customer experience.
– Support our Supporter Care Assistants to deliver the highest level of customer care through great leadership, guidance, coaching and training.
– Ensure that all process documented are updated in accordance with current working practices.
– Manage and oversee the administration of the daily post and payment processing, handling documents securely and efficiently, maintaining a clear audit trail and ensuring that payments are delivered for banking promptly and correctly in accordance with agreed procedures.
– Ensure the security and confidentially of donations and data, complying with GDPR, PCI compliance and Charity Law.
Closing Date: Monday 27 November 2023
Please note only applicants who submit a CV with a supporting statement will be considered. We can only accept applications from candidates who are located in and are eligible to work within the UK.
We reserve the right to close this role early if we successfully appoint a candidate, so please don’t delay in submitting your application.
