Supporter Care Officer

Job Ref
201013 Supporter Care Officer
Customer Service
Full Time

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 Monday to Friday 9:00am – 5:00pm. (35 hours per week) However, due to the nature of the work of Blue Cross it may be necessary to be flexible with these hours on occasions. For the full information about this role please read the attached job description. With the current impact of COVID-19 our team members are currently working from home and will continue to do so for the immediate future. Once it is safe to do so our team members will return to working from our Burford offices.

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 lets 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:
• Good standard of education including Mathematics and English
• Experience of working within a busy customer service environment
• Experience of dealing with emotionally challenging conversations
• Experience of responding to a wide variety of emails and attention to detail
• Excellent key board skills and good knowledge of Windows and MS Office
• Excellent communication skills, both written and verbal
• Able to work collaboratively as part of a team

It would also be great if you had:
• Experience of dealing with distressed and angry callers
• Empathy with and knowledge of animal welfare issues
• Experience of using customer service software such as Freshdesk, Salesforce or Zendesk

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:

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

Salary: £18,060 - £21,000 per annum
Grade: 4.2
Closing Date: 29th October 2020

First interviews will be held on either 2nd, 3rd or 5th November which will include a competency based interview and a short assessment activity. There potentially may be a second interview which will be confirmed at a later date.

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