Supporter Contact Coordinator in London

Job description

ZSL is looking to hire a Supporter Contact Coordinator to join our busy Supporter Contact team based at ZSL London Zoo for three days a week (including working every weekend).

Supporter Contact Coordinator
Location: London
Category: Accounting / Finance
Department (and Section): Zoos and Engagement - Supporter Contact Team - London
Position Type: Permanent Part-Time
Advertised Salary: £16,208 p.a.
Enhancements: London Weighting, Weekend Enhancement

Overview

We're ZSL, an international conservation charity. Our vision is a world where wildlife thrives and we're working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction. Through the work of our pioneering scientists, our dedicated conservationists and our unrivalled animal experts in our two zoos, we guide and enable others in the UK and all across the world. Inspiring, informing, empowering - working for wildlife.

Role Profile

The Supporter Contact teams overall objective is to deliver excellent customer service and is the single point of contact for general enquiries, as well as being the portal through which other ZSL products and experiences can be sold and booked. Contact with supporters will be made via inbound and outbound phone calls, email and face-to-face in order to maximize revenue for ZSL.

Please note this role will require working on Saturday and Sunday.

Main Duties and Responsibilities

* Handle customer contact effectively and in line with service level agreements (phone/email/chat/visits/mail/admin).

* Respond to reviews across key external websites such as trip advisor / Google reviews.

* Maximise ZSL revenue through the sale and promotion of tickets, memberships, membership upgrades, Gift Aid, experiences, donations and any new appropriate products.

* Meet all required call and email evaluation quality standards.

* Process and handle sensitive financial information and take payments ensuring that all regulatory requirements are adhered to.

Person Specification

* Be educated to 'A' level standard or equivalent and a qualification in customer service would be desirable.

* Have a good working knowledge of a customer relationship management system within a charity or commercial environment; a good working knowledge of SR04 would be advantageous.

* Be comfortable speaking to people over the telephone dealing with queries.

* Have excellent numerical, written and oral skills, as well as excellent interpersonal and customer care skills too; experience working in a customer service department within a charity would be an advantage.

* Be objective and target driven; highly organized and able to work well under pressure

* Have an understanding of Bankers Automated Clearing Systems (BACS) and HM Revenue & Customers (HMRC) in regard to Gift Aid.

Closing date for applications: Midnight Sunday 6th December 2020.

TO APPLY AND FOR MORE INFORMATION:

If you would like to find out more about this position and to apply, please click the 'Apply' button to be directed to our website where you can complete your application.

We are committed to the principle of equal opportunities in employment.

The Zoological Society of London is a charity registered in England and Wales: no. (phone number removed).

ZSL kindly requests no contact from agencies or media sales please regarding this position

Extra information

Status

Closed

Education Level

Secondary School

Location

London

Working hours per week

0 -

Type of Contract

Full Time Jobs

Profession type

Customer Service

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English