Customer Support Advisor

Customer Support Advisor
12 Month FTC, Full Time
Starting at £24,592, pay increase after 6 months probationary period
Hybrid - 2 Days London Office Based

We are currently recruiting for a Supporter Care Advisor to join a UK Charity based out of London. As Supporter Care Advisor you will contacted through various streams by supporters/members and you must act as first point of contact, supplying first grade customer service

Key duties and responsibilities:

• Be the first point of contact for supporters and external organisations via phone, email, web chat, social media, and letter.
• Effectively pass long queries to relevant teams and signpost where appropriate.
• Encourage customers to take advantage of our supporting and professional memberships.
• Use company knowledge and deliver briefings to advise customers on an array of topics.
• Prioritise tasks based on the agreed Contact Centre Service Level Agreements.
• Help to develop and support the training of new members to the team using the contact centre systems and relevant software.
• Request information and support from other teams when information is needed regarding events, campaigns and other DUK activities.

Skills and experience required:

• Excellent communication skills both via phone and in person.
• Proficient in using Microsoft Office packages.
• Office based or transferable customer service skills such as taking/making phone calls, sending emails, answering, and taking ownership of customer queries.
• Organisational skills and adaptability when completing tasks under pressure.
• Demonstrate empathy towards our customers across all channels of communication.