• Duration: Fixed Term – 6 months 

• Salary: £27,500 per annum (pro rata) 

• Job Level: 6 

• Hours: 20 hours per week 

• Disclosure Level: Basic. This role involves direct indirect work with children 

• Reports to: Supporter Care Manager 

• Location: Working from home and at 1 Westfield Avenue, London E20 1HZ  

At the UK Committee for UNICEF (UNICEF UK), we pull together to achieve the best possible results for children in danger around the world.  We believe in an inclusive workplace and in the power of fulfilled colleagues who share the same values and goals, enjoy their work and are motivated to do their utmost for children.   

Our work is guided by the UN Convention of the Rights of the Child (UNCRC) and the Sustainable Development Goals (SDGs), which recognise the universality of children’s rights. 

ABOUT THE TEAM  

As a dynamic and connected team, the Supporter Care ethos is ‘to put supporters at the heart of everything we do’, transforming methods of multi-channel engagement and focusing on delivering truly exceptional supporter experiences. 

With a ‘Supporter Centred’ mindset, we ensure that supporter needs are heard throughout the organisation, gathering supporter insight through direct and collaborating with colleagues, internal teams and partners to exceed supporter’s expectations. 

ABOUT THE ROLE 

As the primary contact point for supporters and the public, the Supporter Care Assistant’s role is to effectively respond to enquiries using multiple communication channels (phone, email, letter, social media, web chat, and SMS). The Supporter Care Assistant answers questions on all aspects of UNICEF UK’s work with a primary focus on donations and fundraising activities. 

This is a varied and fulfilling role dealing with a broad range of questions about our programmatic work for children, complaints and reports of child safeguarding concerns. These can be inspiring, challenging and at times include distressing content relating to children.  

This role comes with the internal job title of ‘Supporter Care Assistant’, and you will be a key part of the wider Supporter Care team. 

What we will expect you to achieve 

• Effectively respond to all enquiries received on UNICEF’s work in the UK, via a multitude of channels (phone, email, letter, web, social media, live chat and text). 

• Bring supporters closer to our work for children by answering donations and fundraising queries. 

• Maintain supporter database records of enquiries received, ensuring that all data entered is administered accurately. 

• Work to meet agreed response times to enquires, ensuring resolutions are achieved to supporters’ satisfaction. 

• When presented, manage sensitive enquiries and assess the potential vulnerability of individual supporters and child safeguarding concerns. Subsequently escalate these instances to the relevant internal contact points. 

• Use an internal Knowledge base to ensure appropriate responses to enquiries. 

• Record supporter feedback (both positive and negative) and offer this to internal colleagues to improve future and ongoing fundraising products and service Record supporter feedback (both positive and negative) and offer this to internal colleagues to improve future and ongoing fundraising products and services. 

• Demonstrate and model a commitment to our shared values, behaviours and inclusive practices (known as Our Shared Commitment) in all aspects of your work. 

BEHAVIOURS, EXPERIENCE AND SKILLS 

This section contains the essential behaviours, experience, knowledge and skills needed to be effective and successful in this role. All criteria in this section are essential. 

Effective behaviours 

Supporter driven and mission aligned 

• Is committed to children and their rights and motivated to work towards achieving a world that is fit for every child.   

• Develops effective relationships with supporters enhancing their knowledge and involvement of UNICEF ’s work. 

Communication 

• Presents complex and difficult messages clearly and with impact. 

• Anticipates and responds to the needs of an audience, adapting content, style, language and use of channel to deliver maximum clarity. 

Collaboration 

• Consults others and shares expertise, know-how and ideas with colleagues for best results. 

• Values diversity respecting and drawing on colleagues’ difference perspectives, skills, experience and knowledge. 

Resilience 

• Remains positive and quickly recovers from setbacks, keeping problems in perspective. 

• Takes a solution focused approach to problem solving to succeed in difficult circumstances. 

Positive Relationships 

• Nurtures professional relationships with colleagues at all levels and with external contacts and partners to support the achievement of objectives. 

• Reflects on own thoughts, feelings and actions and is aware of own impact on relationships. 

Relevant experience 

• Working in a team environment which directly services and engages with members of the public, supporters or customers. 

Specific knowledge and skills 

• Use of variety of office applications (Word, Excel, Outlook) to communicate and retrieve information and knowledge. 

• Use of/familiarisation of social media engagement platforms (Facebook, Twitter, WhatsApp, Snapchat, Instagram, LinkedIn).