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Customer Service Administrator

Do you have a passion for good customer service?

Do you have a passion for good customer service?

The Supporter Care team at Alzheimer’s Research UK is the first point of contact in the charity for supporters, potential donors and members of the public.

The team is part of Marketing, Data and Insight team within the Fundraising department. The Supporter Care Administrator is responsible for ensuring that people receive an excellent standard of customer care in order to maintain supporter satisfaction and to generate the maximum amount of income for dementia research.

We are looking for an outgoing and enthusiastic Supporter Care Administrator to join our Supporter Care team, carrying out essential supporter engagement and administrative activities associated with marketing campaigns, donations, fundraising events and requests for materials. With previous experience of providing excellent customer service, you will have the ability and confidence to communicate with a variety of people, engaging with supporters by phone, email and in writing about a wide range of enquiries.

Alzheimer’s Research UK is the UK’s leading dementia research charity dedicated to diagnosis, prevention, treatment and cure. Backed by our passionate scientists and supporters, we’re challenging the way people think about dementia, bringing together the people and organisations who can speed up progress, and investing in research to make life-changing breakthroughs possible.

You will be part of an organisation that has been recognised nationally as an outstanding place to work. In 2021, we were listed 69th in the prestigious 100  Large Best Companies to Work For.  We were also awarded a 2-star accreditation by Best Companies, recognising outstanding levels of workplace engagement and were listed in the 75 Best Companies to Work for in the East of England and the Charity’s 30 Best Companies to Work For.

Main tasks of role:

  • Answering inbound telephone calls; responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials
  • Managing enquiries received by email and post, either by responding or forwarding as necessary
  • Making outbound telephone calls in order to increase the value of, or to retain supporters; including thanking, obtaining Gift Aid declarations and reactivating lapsed donors
  • Recording feedback and assisting in the resolution of complaints
  • Processing donations from telephone calls and mailings, acknowledging supporters appropriately
  • Sending out materials, processing donations and sending appropriate acknowledgements relating to community fundraising, sporting events and donations given in memory
  • Processing new direct debit instructions and standing order payments, amending and cancelling gifts as necessary
  • Amending supporter details as necessary
  • Opening and batching incoming post
  • Updating team procedures as required
  • Recognising fundraising, engagement and retention opportunities when talking to supporters using a range of initiatives to explain how donations positively contribute towards the cause

Essential skills and experience:

  • Experience of working in a customer facing role and handling complaints and queries
  • Good knowledge of Word, Excel, Outlook and databases
  • Excellent telephone manner and written communication skills
  • Ability to work with a high level of accuracy
  • Good organisational skills and the ability to prioritise workload
  • Professional and hard-working team player
  • Outgoing, enthusiastic, confident and able to remain calm under pressure

Please note that the official job title for the successful candidate will be Supporter Care Executive.

Location: Granta Park, Nr Cambridge with flexibility to work from home

Salary: Circa £22,000 per annum, plus benefits

Please download the Vacancy Pack for more details.

The closing date for applications is 12 December 2021, with interviews to be held 16 & 17 December 2021. We would encourage applicants to submit their application at the earliest opportunity as the closing date may be brought forward at any time. Should we wish to contact you to arrange an earlier interview this will be arranged based on the availability of the candidate and the panel. Please indicate in your cover letter if you are unable to attend on a certain date.

In order to be considered, please create an online account using our Online Recruitment System which can be accessed through our Job Vacancies Page. You will be able to attach a CV and covering letter to your application, track your application and view other vacancies that may be of interest.

To view further details about this role and the benefits of working for us please visit the Alzheimer’s Research UK website.