Supporter Care Officer

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Job Ref
210604 Supporter Care Officer
Location:
Oxfordshire
Function
Customer Service
Salary
£18,060 to £21,000 per annum
Status
Full Time
Type
Permanent

More details

Supporter Care Officer, based at our Burford offices, however, currently working from home due to the COVID-19 situation.
Permanent, full-time

Blue Cross are one of the UK’s leading animal welfare organisations for animals. We support sick, injured and homeless pets and care for more than 40,000 animals every year through our rehoming, veterinary and education programmes. Our Supporter Care team manage the relationship with each of our supporters, without whom our charity could not exist. They also provide an advice and information service, and a sympathetic ear, to supporters and members of the public on a variety of issues which could be anything from information about Blue Cross and our services, to wider animal care and welfare issues.

What is the role?

We are now recruiting for a Supporter Care Officer to join our wonderful animal charity based in the Cotswolds. The successful candidate will work as part of a team delivering a first class, professional customer service. They will have a confident and customer focused approach and have the ability to show empathy to all audiences.

The successful candidate will need to be a skilled communicator with a “can do” approach, you will be organised, confident, reliable and be capable of working on their own or as part of a team. They will need to be able to remain calm and patient when they are faced with challenging situations and difficult callers. Resilience and the ability to handle challenging phone calls with tact and diplomacy, whilst being able to retain a degree of professional detachment, will be central to this role.

Our team members embrace Blue Cross values of integrity, dynamism, responsibility, compassion and fairness as the core of how we work. Team members need to show a commitment to the aims of Blue Cross and possess a willingness to learn and develop.

This is a full-time role working 35 hours per week, Monday to Friday. The role is based at our Burford offices, however, currently working from home due to the COVID-19 situation.

If you excel in an environment where you can see the difference you make every day then this is the role for you. Interested? Then apply and let’s work together to see if this is the role for you.

To apply for this role, all candidates must complete the online application process.

Want to know more the detail? Great! We have attached the job description which hopefully gives you everything you need.

What is required?

We are looking for people with the following:
• Customer service experience within a busy office or call centre environment
• The ability to multi-task and demonstrable experience of responding to a high volume of telephone and email enquiries
• A calm, confident telephone manner
• Demonstrable resilience and experience of dealing with distressed and angry enquirers
• Excellent keyboard skills, knowledge of Windows and MS Office and the ability to learn and navigate multiple IT systems
• Experience of handling complaints
• Excellent communication skills, both written and verbal
• The ability to self-manage while working collaboratively as part of a team

It would also be great if you had:
• Empathy with and a knowledge of animal welfare issues
• Experience of using customer service software such as Freshdesk, Salesforce or Zendesk
• Experience of using a database and knowledge of data protection

To apply for this role, all candidates must complete the online application process.

To read more about the benefits Blue Cross has to offer, please click on the 'What We Offer' tab or paste the following into your browser: https://jobs.bluecross.org.uk/BlueCross/Benefits

Please be aware that due to the current circumstances with COVID19, interviews will be held virtually.

Salary: £18,060 to £21,000 per annum
Grade: 4.2
Closing Date: 17th June 2021

We reserve the right to close this vacancy early should we receive an overwhelming response.

Blue Cross holds inclusion as a core organisational value. We positively encourage applications from suitably qualified, experienced and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status or pregnancy and maternity. We actively embrace our differences and know that it is our differences that make us unique. You are very welcome at Blue Cross, without the need to hide any part of who you are.