PURPOSE OF JOB:    

As the primary contact point for supporters, prospective supporters and the general public, the Supporter Care Assistant’s role is to effectively respond to interactions and enquiries from the public using multiple communication channels (phone, email and post). Through taking responsibility and ownership of each request for information and connecting these interactions across Comic Relief, the Supporter Care Assistant provides expert knowledge, personalised advice and resolution on all aspects of Comic Relief’s work.

 Expected Start Date: 21st February 2023

Key responsibilities:

 Supporter Engagement

• Effectively respond to enquiries (email, phone, post and voicemails) from the public regarding all aspects of Comic Relief’s work and specifically relating to the Red Nose Day campaigns within Comic Relief’s agreed timeframe to respond.

• Accurately log all emails responded to within internal database.

• Proactively identify and escalate emerging issues and matters of potential risk with the Supporter Care Supervisor as required.

• Ensure all members of the public receive an excellent standard of supporter care.

Internal collaboration

• Work closely with the members of the Supporter Care Team and the Finance Team to ensure refunds requests are processed accurately and in a timely manner.

• Accurately log BACS requests from schools and organisations, working with the Finance Team to ensure these are reconciled and accounted for efficiently.   

• Actively participate as a member of the Operations team, and other internal teams to ensure smooth lines of communication across the organisation.

Administrative Team Support

• Monitor the supporter services internal inbox.

• Support the wider team on ad hoc projects at peak times of activity.

Essential skills and competencies:

• Excellent customer services skills and ability to develop effective relationships with supporters.

• Anticipates and responds to the needs of supporters appropriately, adapting content, style and language to tailor responses.

• Risk awareness and attention to detail.

• Strong communication skills, written and oral.

• Effective interpersonal skills.

• Flexible to work longer / out of hours on occasion.

• Effective time management and planning skills.

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

Desirable skills and competencies:

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

• Experience of dealing with high volume contact from the public.

• Knowledge of and practical usage of databases or customer relationship management systems and has used digital applications.

• Safeguarding Awareness.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Comic Relief we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.