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
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
Excellent customer services skills
Strong interpersonal skills
Effective time management and planning skills
Risk awareness and attention to detail