About the Role
We are seeking a dedicated Supporter Care Officer on behalf of our client, a well-respected not-for-profit organisation. This role is integral to maintaining and growing relationships with supporters and fundraisers, ensuring the achievement of revenue, retention, and engagement goals. You will provide exceptional customer service across multiple channels, ensuring a seamless and positive experience for all supporters.

Key Responsibilities

• Deliver outstanding customer service through inbound/outbound phone, email, SMS, online/webchat, and mail.
• Engage supporters with proactive retention strategies, exploring options to maintain their involvement.
• Conduct outbound campaign calls to foster engagement and stewardship.
• Meet key performance targets, including supporter retention and call volume.
• Maintain high levels of data accuracy and record-keeping.
• Process donations in compliance with financial policies.
• Handle supporter queries and complaints professionally and efficiently.
• Participate in fundraising and marketing initiatives to enhance supporter engagement.
• Attend training sessions to adapt approaches based on different campaign objectives.

Skills & Experience Essential:

• Proven experience in a customer service role, ideally within a charity or commercial setting.
• Strong communication skills with the ability to engage and build relationships.
• Sales or fundraising experience, including tele-sales, call centres, or face-to-face fundraising.
• Confident phone manner with the ability to ask for donations and retain supporters.
• Attention to detail with strong data entry and database management skills.
• Ability to follow scripts, procedures, and protocols while adapting to supporter needs.
• Proficiency in MS Office and familiarity with CRM databases.
• Strong problem-solving skills and ability to handle difficult customer interactions.
• Team player with the ability to work collaboratively and independently.

Personal Attributes

• Proactive and confident communicator comfortable making outbound calls.
• Warm, friendly, and engaging personality with a strong customer focus.
• High level of professionalism, integrity, and attention to detail.
• Resilient and adaptable to changing priorities within the team.
• Enthusiastic, positive, and solution-oriented approach.
• Passionate about making a difference in the not-for-profit sector.

Additional Information

• Successful candidates will be required to complete police and Working With Children Checks
• Reference checks and proof of professional qualifications (if applicable) will be conducted.

How to Apply

If you are a passionate customer service professional looking for a rewarding role where you can make a real impact, we would love to hear from you! Please submit your resume and cover letter addressing the key selection criteria.
This is an excellent opportunity to join a purpose-driven organisation and contribute to meaningful change.

Apply today!