Customer Experience (Supporter Care) Executive

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Job description

London Bridge with some remote working (mainly home-based whilst restrictions exist)

What the job involves

This is a fantastic opportunity for a proactive, people-orientated, Customer Experience/ Supporter Care professional to join an established team at one of the most dynamic and fastest growing charities in the UK.

You'll be a critical part of the Reinforce, Customer Engagement Team. You'll be committed to building and strengthening long term relationships with our customers - from service users to fundraisers, from campaigners to volunteers.

As an organisation, we are transforming our culture to be customer and insight driven and this role will play a major part in making that happen. You'll be supporting the Customer Experience Manager in gathering customer intelligence and implementing evidence-based insights to reinforce and improve customer journeys.

You'll have a sound understanding of our processes with a drive and desire to continually improve the way we work, using an agile mindset, seeking, and implementing solutions and finding better ways of working.

You'll provide a customer focused steer in working groups for new and existing fundraising products. Putting the experience of the customer first, you'll help build long term relationships with our customers and keep them coming back for more. You'll be passionate about stopping prostate cancer killing men and damaging bodies.

This role sits within the Customer Experience Team (Supporter Care Function) reporting into the Customer Experience Manager in the Reinforce, Customer Engagement Team (part of the communications directorate).

What we want from you

We're looking for a people orientated, self-motivated and hands on individual, who is passionate that every interaction matters. You'll enjoy the "nuts and bolts" side of delivering customer focused and insights led experience as much as delivering the experience itself. You'll help reinforce the relationships we have with our customers so that we can create a world where lives are not limited by prostate cancer.

You'll have experience in dealing with complaints and handling sensitive data and complying with the latest GDPR regulations. You'll have a solid understanding of fundraising law including gift aid. You'll have experience of working with and providing support for and taking appropriate safeguarding actions for people who may be vulnerable.

You must be a strong communicator and able to adapt your communication style to meet the needs of those around you and have experience of developing good relationships with people at all levels of the organisation. You'll be confident at reinforcing the impact all stakeholders have on the experience of our customers. You'll be a strong people person, proactive and collaborative and work well under pressure in a busy, dynamic team.

Why work for us?

We're here to stop prostate cancer killing men and damaging bodies and lives. We unite the brightest minds in science and healthcare and the most passionate and caring people to help men live long and live well. As the number of men diagnosed with prostate cancer continues to rise, we continue to make advances in research to focus on radical improvements in diagnosis, treatment and support so that we can build a future where lives are not limited by prostate cancer.

Work with us and you'll see your efforts pay off as we fight for a better future for men.

What we offer

Join our team and you'll be working at an award-winning charity that will support you to develop your skills and expertise. We're particularly proud of our agile working arrangements which allow (as appropriate to the role) for flexibility around where and when we carry out our work to ensure we can achieve the best results for the charity, at the same time as balancing our working lives with life's other commitments!

We also offer a competitive benefits package including generous leave entitlements, season ticket loans, a cycle to work scheme, an enhanced contributory pension scheme, life insurance and group income protection as well as a Health Cash Plan and free advice and support on pretty much anything via our Employee Assistance Programme.

Our commitment

Our teams, supporters, partners, and those living with prostate cancer, come from all walks of life. We draw upon the difference in who we are, what we've experienced and how we think to build a future where lives are not limited by prostate cancer. Not only is it the right thing to do, it makes our charity stronger and helps us reach more people. If you share our ambition we would love to hear from you.

Closing date is 12th December 2021, but please note we will be shortlisting and interviewing candidates as applications come in, so please apply as soon as you can to ensure you're included, as we may close the vacancy early.