202101SCA - Supporter Care Advisor

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Posted: 11/01/2021 19:40
Start Date: Not Available
Salary: £19,776 - £24,664
Location: Downton
Level: Income
Deadline: 28/02/2021 23:59
Hours: 37.50
Benefits: Competitive
Job Type: Permanent

At Help for Heroes, we believe those who serve our country deserve support when they are wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds; their lives changed forever. We help them, and those still serving, to recover and get on with their lives.

And who are we you’re wondering? We are experts and beginners. Generalists and specialists. Ordinary people with an extraordinary passion towards making a positive change to the lives of our veterans (and having fun while doing it).

As One Team we share a philosophy – I.C.A.R.E. It’s the way we walk and talk, the way we interact with others and how we approach everything we do. We are: Innovative – Collaborative – Authentic – Resourceful – Energetic. 

We have an incredible opportunity for a Customer Service Advisor to join our team. Please see below for more information on what just might be your future role.


Job Purpose           

Act as first point of contact for supporters, customers and the general public, providing exceptional standards of customer service.  Champion the supporter and the customer in order to maximise income and loyalty through developing supporter relationships and improving supporter experience.


  • Respond to all enquiries and complaints within agreed service level agreements, taking ownership of these enquiries and seeing them through to a successful resolution
  • Share positive and negative supporter feedback in a timely manner
  • Learn about the Charity and absorb key messaging in order to communicate effectively with supporters and the general public
  • Use sound judgement and take decisions within established procedures

Main Responsibilities

  • Handle enquiries from supporters and the general public via phone, email, post and social media 
  • Deliver exceptional customer service
  • Manage several charity email boxes to ensure responses are sent as per agreed Service Level Agreements
  • Register third party and internal teams fundraising events ensuring that all fundraisers are compliant with fundraising rules and regulations
  • To register fundraising events on the CRM database accurately
  • Accurately record all details, feedback and postal returns, on the supporter database and in accordance with Data Protection legislation to maintain the security and confidentiality of individual details
  • Engaging with supporters and internal teams to help maximise events by ordering promotional items.  Ensuring that policies are followed to ensure that correct items and quantities are ordered.
  • Respond appropriately to all enquiries whether verbally or by using tailored written responses, dispatching leaflets, packs and other communications
  • Through ongoing training and collaboration with internal teams, ensure broad knowledge of all H4H activities and campaigns to allow the comprehensive answering of most queries and concerns from supporters
  • Provide an exceptional standard of service to supporters and inspire, enable and support them ‘to do their bit’
  • Recognise and value the contribution of our supporters
  • Taking charity donations over the phone
  • Be responsible for adhering to PCI DSS when taking any credit or debit card details
  • Deal with Trading Customer Service enquiries, taking orders over the telephone and logging orders through the Brightpearl system
  • Dealing with refunds, exchanges, queries, cancellations, incomplete orders and replacement orders
  • Managing order issues and delivery queries with our external delivery company
  • Take part in outbound calling to supporters, thanking them, spreading awareness of H4H campaigns and seeking feedback
  • Discuss Gift Aid at all relevant opportunities
  • Using the online portal to print and despatch thank you letters to ensure prompt and accurate thanking
  • Provide front of house cover on a rota basis, deal with shop sales in Downton, take payments via cash and debit card
  • Phone cover for other teams as and when required
  • Work closely with the Income Protection team, highlighting illegal activity and any other information or concerns which could compromise the brand
  • Keep abreast of changes affecting Supporter Care, including Gift Aid, Data Protection, PCI DSS, direct debit and other relevant legislations
  • Attend Help for Heroes events as and when required
  • Work to meet Service Level Agreements with internal and external customers
  • To take on additional responsibilities as and when required within an expanding team

Essential Qualifications      

  •  Minimum GCSE grade C or above, or equivalent Maths and English

Essential Knowledge, Skills & Experience   

  • Can deliver excellent customer service 
  • Experience of working in an environment that delivers first class customer service and builds relationships
  • Can work well under pressure to deliver against tight timescales
  • Intermediate knowledge of Microsoft Office software
  • Excellent verbal and written communication
  • Numeracy skills

Desirable Knowledge, Skills & Experience  

  • Experience of working within the third sector is an advantage

Key Competencies & Behaviours

  • Confident and polite manner
  • Ability to build rapport quickly and to understand needs and expectations
  • Positive, empathetic, patient, polite and friendly manner
  • Ability to remain calm under pressure
  • Displays the highest levels of integrity, confidentiality and commitment
  • Respond quickly to changing demands and demonstrate strong skills in prioritisation and time management
  • Work within a range of environments and working cultures, adapting personal style accordingly
  • Lead and drive work forward with minimal direction
  • Analyse information quickly and communicate in a concise and articulate manner
  • Well organised with the ability to prioritise
  • Attention to detail in all aspects of work
  • Demonstrates an ability to work as part of a team and be a flexible team player
  • Demonstrates self-motivation
  • Flexible re. hours of work

The job will be remotely based until at least Easter 2021 and, when Government pandemic restrictions allow, will require regular travel on a weekly basis to our Head Office in Downton, Wiltshire. 

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