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Supporter Contact Team Member

Milton Keynes

Supporter Contact Team Member

Salary: £18,443 per annum + good range of benefits

Contract: 2 Full Time & 1 Part-Time (Pro Rata) Fixed Term Contracts

Based: Milton Keynes

Your customer service or fundraising background will allow us to create a better world where every child is free from fear.

World Vision is the world’s largest international children’s charity. Every day we bring real hope to millions of children in the world’s hardest places as a sign of God’s unconditional love. At World Vision, our aim is simple – to keep every child free from fear. We are also proud to be ranked 9thplace in the top 100 ‘Best Not-For-Profit Organisations to Work For' in 2016.

To be the first point of contact for all incoming and outgoing calls from World Vision UK, providing excellent customer service understanding each individual to find the optimum engagement opportunities for them. Actively inspire current supporters and members of the public to join in supporting the work of our organisation while increasing income and reducing the attrition rate.

Creating sales and retaining supporters through excellence in customer service is critical to the future of World Vision UK. We aim to exceed supportersexpectations responding to them as individuals, maximising opportunities to increase both financial and non-financial support. We are motivated by our faith to meet challenging targets and are empowered to be responsive and improve conversion and retention in a way that builds loyalty. Supporter Cares performance culture maximises individual, team and organisational effectiveness by ensuring systems, procedures and behaviours facilitate continuous learning and effective cross functional working. Within the Public Engagement Group there is an increasing focus on: Outbound communication. Retaining existing supporters. Acquiring new supporters. Managing resources effectively and flexibly to ensure maximum efficiencies.Supporter Care Vision:Our people are positive, authentic and inspirational. They are passionate about World Vision and our mission. We strengthen our supporters connection with a real child and reinforce the hope that they are making a difference to children living in the worlds hardest places. We maximise opportunities to deepen engagement and build loyalty with our supporters through building relationships with them and offering an exceptional customer service, with a personal touch. In fact, we want to sweep them off their feet with our Supporter care, we offer second- to-none customer experience at every touch point. We do this the best we can and we do it better than anyone else and everyone knows it!

Key Responsibilities:

  1. Be the first point of contact for supporters and enquirers and see the interaction through to completion

  2. Respond to customer queries and requests including questions about World Vision policies and the Christian faith

  3. Proactively identify up-sell opportunities on every call made or received

  4. Create and update Supporter Records and ensure all new feedback is noted on their record

  5. Deal with incoming and make outgoing BACS, arrears and cancellation calls, working to supporter retention targets

  6. Take all Must Have Giftsorders and catalogue requests received via the phone

  7. Register customers for World Vision initiatives via the phone

  8. Process payments received via phone

  9. Provide excellent customer service

  10. Explain WVUKs Christian identity and approach to supporters as required

As an active Christian, this role offers you the opportunity to integrate your Christian faith and be sensitive to its various expressions across cultures and denominations.

In addition to the salary offered, we offer good benefits including pension, subsidised gym membership, generous holiday entitlement, childcare vouchers and free parking.

Please ‘click’here to view the job description

Please upload your CV and covering letter stating how you meet the essential criteria given in the Job Description.

Closing date for applications: 6th October 2017

Interview dates: w/c 9th October 2017

World Vision UK is an Equal Opportunities Employer and this role requires the post holder to have an active Christian faith as an occupational requirement

As a child focused organisation, World Vision UK is committed to the safeguarding of children, therefore any offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.

No agencies please.