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Supporter Care Assistant (December 2019 - March 2020)

Posted: 8 Nov 2019 Closes: 15 Nov 2019
London 22,500
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The Supporter Care Assistant responds to enquiries raised from the public on all aspects of Comic Relief’s activity including Sport Relief 2020, providing information and support predominantly by email, telephone and post.

Key Accountabilities / Objectives

  • Respond to all enquiries (email and phone) form the public regarding all aspects of Comic Relief activity within 48 hours.

  • Accurately log all enquiries within the CRM database.

  • Proactively identify and escalate emerging issues with the Supporter Care Supervisor as required.

  • Ensure all matters of potential risk are escalated to the Supporter Care Supervisor as required.

  • Actively participate as a member of the Public Fundraising team, and other internal teams to ensure smooth lines of communication across the organisation.

  • Ensure all members of the public receive an excellent standard of supporter care.

  • Liaise with internal stakeholders and external supplier to problem solve and troubleshoot enquiries

  • Administrative support to the Supporter Services Team

Essential Education and Skills

  • Experience of dealing with high volume contact from the public and using admin systems

  • Customer Service/Supporter Care/Call Centre experience preferable but not essential

  • Experience of working with databases would be advantageous

 Key Competencies

  • Excellent customer services skills

  • Strong interpersonal skills

  • Effective time management and planning skills

  • Risk awareness and attention to detail

 Other requirements

  • Flexible to work longer / out of hours on occasion

Comic Relief

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