RSPB

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We are excited you have visited our Careers page. We are seeking talented individuals that are excellent in their field of expertise and are posed with all potential and skills necessary to help us meet future business challenges.

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Supporter Advisor (Wildlife)

Reference: MAY20217360
Expiry date: 23:59, 27 June 2021
Location: Flexible
Salary: £18,250.00 - £20,246.00 Per Annum
Benefits: Pension, Life Assurance, 26 days Annual Leave

Do you love nature? Do you enjoy engaging with the general public? Are you looking for a role where you can utilise your customer service skills to have inspiring conversations about wildlife and talk about the great work the RSPB is doing to save it? If so, we’d love to hear from you? 

The RSPB Supporter Services team is a dedicated supporter facing team, working continuously to meet the needs of 1.2 million RSPB members, supporters and the public; dealing with up to a quarter of a million questions, and actions each year through various contact channels including phone, email and increasingly through social media. 

We are seeking to recruit a Supporter Advisor in our Wildlife Team who understands the importance of customer care and can provide an excellent level of customer service. You need to be an excellent communicator, both written and verbally, be able to work well as part of a team and thrive working in a dynamic, high profile environment. 

This role plays an essential part in retaining support for the RSPB, so that we can continue to carry out vital conservation work, answering members and supporters wildlife questions. 

This is a great opportunity for someone with a proven track record of providing excellent customer service, with an interest in conservation and nature, to develop their wildlife knowledge and customer service skills with the UK’s largest nature conservation charity. 

What we need from you  

Supporter Advisors in the wildlife team provide consistent and enthusiastic front line support, in-depth wildlife knowledge and complaint resolution to supporters. You will inspire an interest in nature; and develop conversations in order to enhance the supporter's experience and through developing conversations educate, acquire, retain, cross-sell and up-sell financial and or non-financial support for the RSPB work to save nature.

Please note that this is a full-time (37.5 hours per week) position. The successful candidate will also be expected to work flexibly to provide ad hoc support to the membership team during times of high demand. 

Essential knowledge, skills and experience:

  • A relevant degree or experience/demonstrable interest in wildlife conservation
  • Knowledge of birds and other UK wildlife, including wildlife law and species identification
  • RSPBs mission and its various products 
  • Knowledge of GDPR and Gift Aid and the associated business rules
  • Understands & adheres to the Data Protection Act
  • Experience in working within a dynamic, high-profile environment
  • Experience of complaint handling and customer care: Able to develop positive relationships with Supporters including those providing negative feedback
  • Excellent verbal and written communication skills

Desirable qualifications, knowledge, skills and experience:

  • Previous experience in a customer service role
  • Experience / capable of cross selling and up selling to customers
  • Able to manage own workload with high degrees of flexibility to match customer demand
  • Experience of MS Office and Supporter Databases.
  • Strong organisational skills and attention to detail
  • Excellent time management, planning, effectiveness and productivity
  • Able to work quickly and under pressure during supporter phone calls with complex databases and systems

For any queries about this vacancy, please contact Charlotte Ambrose charlotte.ambrose@rspb.org.uk 

Good luck!