Supporter Care Advisor

Job description

Supporter Care Advisor
Contract: Permanent, Full-time, 35 hours per week
Salary: £25,393 - £26,663 with excellent benefits
Location: London, United Kingdom,
Hybrid Working: A minimum of 40% of working time is spent face to face, either in the London office or as a result of external engagement or travel for WaterAid. WaterAid is located at Canary Wharf, London and this will be your location and contract base for candidates based in the United Kingdom.
About WaterAid:
Want to use your skills in Supporter Care to play a vital role in making clean water, decent toilets and good hygiene normal for everyone everywhere?
We need passionate, creative and dedicated people. In return, you will be encouraged and empowered to be yourself at your very best. Together, we will make a bigger difference.
Join WaterAid as Supporter Care Advisor to change normal for millions of people so they can unlock their potential, break free from poverty and change their lives for good.
About the Team:
The Supporter Care Team sits within the Supporter Operations and Experience Team in the Mass Engagement Department. Through building rapport and loyalty with current and potential supporters, the Supporter Care Team aims to help WaterAid achieve our ambitious fundraising and engagement targets and contribute to our overall global strategy. We deliver exceptional supporter experience and champion this across the organisation.
About the Role:
The purpose of this role is to deliver an exceptional experience to current and potential supporters through engagement of the highest quality; helping with all enquiries, reassuring concerns and complaints, and ensuring supporters feel valued and a key part of our work. This will be through direct communication via a variety of channels including inbound and outbound calls, post, email and social media. This role will build loyal, committed supporters who are happy to share our work with friends, family and community.
In this role, you will be the first point of contact to engage, inspire and motivate people to be part of our vital work for the long term.
You'll also:

• Help with donations and enquiries, and resolve complaints
• Make outbound calls to thank those supporting our work, and to support their fundraising
• Send personalised thank you letters
• Update supporter details in line with compliance requirements

About You:

• Proven experience of excellent customer/supporter service skills
• Strong written and verbal communication skills
• Excellent telephone manner with the ability to build rapport on the phone and to engage with supporters
• Good working knowledge of MS office, especially Word, Excel and Outlook
• Excellent organisational skills and the ability to prioritise own workload effectively in order to maintain high service level standards and efficiency.
• Self-motivated with the ability to take initiative
• Attention to detail with the ability to quality check own work
• Proactive problem-solving abilities
• Ability to deal confidently and effectively with people from different backgrounds using most appropriate types of medium
• A positive and proactive approach with a 'can-do' attitude, great team player
• Ability to take ownership and responsibility for own areas of work within the team

Closing date: Applications will close at 23:59 on 24th March 2024. Availability for interview is required week commencing 2nd April 2024 - interviews will be online via Teams.
How to Apply: To see the full job pack, please click 'Apply'. Please apply by submitting your CV and a cover letter in one document in either Word Document or PDF format.
Pre-employment screening: To apply for this post, you must be able to demonstrate your eligibility to work in the UK. All our vacancies require a basic Disclosure and Barring Service (DBS) check to comply with our Safer Recruitment policy.

Our Benefits:

• 36 days' holiday (including 8 Bank Holidays)
• Option to buy an extra 5 days annual leave
• We offer a generous pension plan with employer contribution of up to 10%
• Wide range of flexible and agile-working arrangement
• Season Ticket Loan
• Free annual eye tests
• Pay as You Give charitable giving scheme
• Enhanced Maternity and Adoption/Surrogacy pay, Shared Parental Leave and Paternity Leave
• Sabbaticals
• Volunteer Day

Our Commitment
Our People Promise:
We will work with passion and focus to ensure safe and sustainable water, toilets and hygiene are available to everyone, everywhere. WaterAid is a place of purpose - where people have a real commitment and shared responsibility for the impact we have. We are a global community with diverse backgrounds and perspectives, motivated by inspiring, stimulating work. We are determined to put the wellbeing of our people first, to be a place where people feel safe and able to contribute their voice and truly live our values.
Equal opportunities:
We are an equal opportunity, disability-confident employer and are dedicated to achieving the highest standards of diversity, equity and inclusion. We welcome applications from people of all backgrounds, beliefs, customs, traditions and ways of life. This includes, but is not limited to, race, gender, disability, age, sexual orientation, religion, national or social origin, health status, and economic or social situation.
Safeguarding:
We are also committed to protecting everyone we come into contact with. We have a zero-tolerance approach to abuse of power, privilege or trust across our global work, and any form of inappropriate behaviour, discrimination, abuse, bullying, harassment, or exploitation. Safeguarding the people and communities we work with, our staff, volunteers and anyone working on our behalf is our top priority, and we take our responsibilities extremely seriously.