Supporter Services Executive

For Company information please visit our website - www.woodsvalldata.co.uk

Role Title: Supporter Services Executive

Reports to (Role Title): Supporter Services Supervisor

Location: Lansdowne House, Chippenham

Employment Basis: Permanent, full time

Weekly Working Hours: 37.5 per week

Role Purpose

· To deliver a customer service provision to our charity partners (clients) as well as the general public (supporters) and internal stakeholders

· Delivering exceptional service through all channels of communication and in all administrative duties.

· Consistently meeting internal and external requests against client Service Level Agreements (SLAs) and business Key Performance Indicators (KPI’s), in a way that is efficient and effective, leading to exemplary feedback from clients and internal stakeholders to ensure that the Woods Group services are seen to be proactive, efficient and are acknowledged as sector leading.

Key Responsibilities

· Client retention - offering proactive, exemplary levels of service to all clients and their supporters.

· Department efficiency - supporting the development of new processes and process changes, to enable a collaborative approach to efficiency.

· Team wellbeing - contributing to briefings, meetings, training and any other development opportunities to ensure the over team is developed, well briefed and dynamic.

· Client SLA’s - working within the guidelines of team/business KPIs to ensure the attainment of client SLA’s and being proactive by escalating issues relating to either aspect.

Main Duties

· Assists supporters/clients by answering their queries (via all channels) professionally and in line with client requirements, and processing payments via multiple methods where required.

· Assists in the timely and successful completion of queries/payments/complaints from supporters/clients by means of phone calls, emails and generating helpdesk tickets (and any future channels of communication).

· Escalates issues to relevant parties (Supporter Services Supervisor/Supporter Services Manager/Internal teams/clients) as appropriate, using the incident management process if required.

· Actions customer service letters and winner’s proceeds/correspondence to supporters as required and records on the relevant database/log.

· Actions post required to be sent back to clients (whitemail) as per individual client requirements and records on the relevant database/log.

· Processes and actions via secure sites, electronic copies of documents as requested for individual client requirements.

· Actions tasks and activities as per regular client activities.

· Completes the cross-training programme as required to support a developed, efficient and multi skilled team.

· Consistently meets team and individual KPIs (measurable) in support of delivering client SLAs.

· Ensures the Support Services Supervisor/Supporter Services Manager are aware of any outstanding work at the end of each day.

· Provides cover for other team member duties as applicable and willing to assist other areas as required

· Undertakes other ad hoc duties/projects as required

Educational Qualifications

Essential 3 GCSE passes (Math and English) or equivalent knowledge/experience

Desirable · City & Guilds Level 2 or ILM qualification in Customer Service

Required Experience - Essential

· Competence in using Microsoft Office Applications, including Word (mail merge) Excel (completing spreadsheets and working with formulas) and Outlook

· Experience of working within a customer service environment

· Experience of administration

· Contact Centre Experience is desirable

Person Specification

· Applies a high level of accuracy and attention to detail.

· Can effectively multitask and balance priorities to meet agreed deadlines.

· Has highly developed/good communication skills (listening, verbal and written).

· Takes ownership and works well with minimal supervision.

· Has a proactive approach.

· Is a good team worker/collaborates well with others

· Copes well under pressure

· Is resilient

· Is adaptable and flexible

· Able to work well in a fast paced, ever-changing environment

· Acts in a confidential manner, is always professional and acts with integrity in all matters relating to the company its information, reputation and its employees and clients.

· Ensures the work environment is always clear, tidy and impeccably organised at all times

Our Values

· Our Company Values are important to us; therefore it is essential that all colleagues act in line with the associated behaviours shown below:

We are One Team

· We collaborate and support each other in an open-minded, positive and encouraging way

· We build mutual trust and respect by actively listening to one another

· We are most effective when we are driving for a common goal and having fun together

We Strive for the Highest Standards

· We are passionate about finding better ways to get things done, questioning existing solutions, simplifying, and streamlining to create positive change

· Always seeking to improve, we are dedicated to providing a professional service and getting it right every time

We Take Ownership

· “Leave it with me. I’ve got it!” We take ownership when we believe that taking action is not someone else’s responsibility

· Using passion, dedication, enthusiasm, commitment and tenacity, we search for and find successful solutions

We Believe in People

· The wellbeing of our staff is the highest priority

· We enable people to realise their full potential by valuing the diversity and contribution that each person brings

We show Integrity

· We deliver on our promises and honestly own up to our mistakes

· We are straight-talking, transparent and avoid ambiguity

Benefits:

• Life insurance
• On-site parking

Work Location: In person