Supporter Care Coordinator

This household name humanitarian charity are recruiting for a Supporter Care Coordinator to join their busy London based team. This is an extremely busy role and the successful candidate will be someone who has undertaken a similar role previously and who have genuinely relevant experience to undertake the position successfully.

MAIN DUTIES:
To ensure that all supporter enquiries received by phone, post and email are responded to within the agreed time lines and that responses are consistently accurate and appropriate and always uphold the organisations high standard of donor care
To collate, analyse and report on telephone, letter and email statistics using online tools and feedback statistics to the management team
To coordinate the effective handling of all complaints received within Supporter Care and to liasie directly with third party professional fundraising agencies as required.
To regularly review the quality and progress of all complaints logs following internal process.
To feedback on service issues.

ESSENTIAL WORK SKILLS:
An experienced and skilled user of email as a communications tool
Demonstrable written and oral skills with the ability to communicate effectively to both internal and external audiences
Data collection and analytical skills
Able to solve problems quickly and effectively
Organised and methodical with strong attention to detail

PERSON SPECIFICATION:
Extensive and demonstrable telephone customer service experience, dealing with members of the public in a query led environment
A working knowledge of customer centred relational database systems
Experience gained in a similar role previously

IMPORTANT NOTE

Our aim is to respond to all successful applications within 5 days. If you haven't been contacted within 5 days your application has been unsuccessful and your details will not be held further but we positively encourage you to apply for any other positions that you may see in the future.

We apologise that we cannot contact everybody in person but thank you in advance for your interest.

Adept Recruitment is an Equal opportunities employer and welcomes applications from all age groups

Adept Recruitment is a Recruitment Agency and is advertising this vacancy on behalf of one of it's Clients.