About the Role:

The Customer Service Officer is responsible for managing and nurturing relationships with this charities valued members and clients. This role goes beyond handling enquiries, it focuses on building long-term partnerships, understanding customer needs and ensuring consistent delivery of value.

You will act as an account manager for assigned customers, proactively supporting their journey, resolving challenges and helping them engage fully with the services of the charity. Success in this role is measured by both customer satisfaction and achievement of key performance indicators (KPIs) across service, engagement and retention.

Key Responsibilities include:

Customer Service & Support

• Act as the primary point of contact for a portfolio of customers, providing timely and professional support.
• Manage enquiries and requests across phone, email and online platforms with accuracy and efficiency.
• Deliver service in line with defined response times and quality standards.

Relationship & Account Management

• Build strong, trust-based relationships with customers to support long-term engagement.
• Proactively check in with assigned customers to ensure their needs are met.
• Provide tailored advice and solutions to help customers maximise their benefits.
• Identify opportunities for upselling or cross-promotion of services.

Administration & Reporting

• Maintain accurate and up-to-date records in Salesforce and other systems.
• Monitor service activity, trends and customer feedback.
• Provide regular reports on account activity, customer satisfaction and KPI results to management.

About You

You are motivated by building strong, lasting relationships and take pride in providing exceptional service. You balance a warm, customer-focused approach with a clear drive to achieve measurable outcomes. You thrive when working to KPIs and enjoy finding ways to improve customer experiences while delivering on organisational goals.

Skills & Experience

• Experience in customer service, account management or client relationship roles.
• Demonstrated ability to work towards and achieve KPIs.
• Excellent interpersonal and communication skills, with a proactive and professional approach.
• Strong organisational skills and the ability to manage multiple priorities.
• Proficiency in CRM systems and Microsoft Office; experience with customer service or account management tools is highly regarded.

If you are passionate about making an impact and working within a purpose-driven organisation, then apply now by uploading your resume.

If you have any questions or would like to have a confidential discussion about the role, please contact Erin Hinchey at [email protected]

Impact Advising is committed to creating diverse and inclusive work environments that reflect the rich tapestry of our communities. We believe that diversity enriches organisations and fosters innovation. We are dedicated to building workforces that are representative of the diverse backgrounds, experiences, and perspectives of our society. We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, age, sexual orientation, religion, disability, and cultural background. We actively seek to foster inclusive workplaces where all employees can bring their whole selves to work, feel respected and valued, and have equal opportunities for growth and advancement. We are committed to providing a fair and unbiased recruitment process, and we strive to eliminate any barriers that may impede the inclusion and participation of underrepresented groups in workforces.