Supporter Care Coordinator

Purpose of Role:

At the Ramblers, we’re committed to giving our supporters the very best experience possible however they come into contact with us. The Supporter Care Coordinator role is key to delivering an incredible supporter experience across the organisation, and to maximising loyalty and engagement.

Key Responsibilities:

1. Provide overflow support to Supporter Care Officers, answering phonecalls and responding to queries and ensuring team SLAs are met.
2. Develop and improve reporting and insight within the Supporter Care team and across other teams who interact with supporters. Deliver KPI, SLA and insight reporting that drives better decision making and helps us to understand our supporters better.
3. Work with the Supporter Care Manager and Head of Supporter Care to develop and deliver key training, coaching and learning opportunities to enhance the supporter experience and support teams in ensuring compliance with relevant laws and regulation.
4. Develop and maintain a framework for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Where needed, work with relevant managers in other teams to develop solutions.
5. Work alongside the Supporter Care Manger to manage relevant relationships with our third party suppliers, including being responsible for briefing them on new projects, and setting up and monitoring procedures.
6. Work closely with teams across the organisation to build and maintain knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements.
7. Review, improve and support the delivery of amazing journeys for key volunteer roles such as Membership Secretaries, office volunteers and support improvements to journeys for key supporters such as Affiliate Groups and Life Members.
8. Work with relevant teams, including our Operations, Volunteering Development and Paths teams, to improve upfront solutions so supporters can access the information and support they need through our website, our app, our volunteers and our outbound communications. Ensure regular review and improvement of any public-facing content.
9. In consultation with key stakeholders, make recommendations on changes to systems, software and digital products that impact the supporter experience, such as our inbound enquiry system, our CRM, our app and our website.
10. Undertake such other duties as may be reasonably required of the post holder by the Ramblers.

Required skills and experience

• A high standard of organisational skills with the ability to effectively prioritise and manage own workload.
• Excellent interpersonal and communication skills, including the ability to write to a high standard.
• Strong numerical skills and the ability to use and interpret data.

• Ability to adapt style, tone and content to a relevant audience.
• Experience delivering excellent supporter or customer care.
• A team player, able to develop collaborative, strong and effective working relationships.
• Innovative and solutions-focussed with the ability to build knowledge and learn new skills.

Desirable skills and experience

• Interest in walking and/or being an advocate for the outdoors and natural environment.
• Experience in managing knowledge, learning and/or training in a supporter or customer facing environment
• Experience working within or alongside fundraising or membership teams.
• Experience in providing insight and reporting in a supporter or customer facing environment.
• Experience in working with volunteers, with an understanding of volunteer motivations and needs
• Experience working with third party suppliers.
• Experience in working with CRMs (e.g. Salesforce), customer care ticket systems (e.g. Zendesk or Service-cloud) and telephone management systems (e.g. CloudCall).
• Knowledge of relevant regulatory and legal requirements that impact charities.

Compensation and Benefits

• Competitive base salary and annual incremental pay rise (post probation)
• Free Ramblers membership on joining
• Flexible working
• Pension contribution
• Season Ticket loan
• Christmas office closure

Our Volunteers

Ramblers is a member-led organisation, with the majority of work led by volunteers and staff are expected to work closely with volunteers and to manage relationships with function specific volunteers.For example, campaigns staff work with campaigning volunteers, finance staff work with finance volunteers, walking operations staff work with walk leader volunteers etc.

The details contained in the job description, particularly the key responsibilities, reflect the content of the job at the date the document was prepared. It should be remembered, however, that it is inevitable that over time the nature of individual jobs will change; existing duties may be lost, and other duties may be gained without changing the general character of the duties or the level of responsibility entailed. Consequently, Ramblers will expect to revise this job description from time to time.