Supporter Care Officer

Join Britain’s biggest walking charity to help more people enjoy the benefits of walking.  This is an exciting time to join the Ramblers team and a great opportunity to make a lasting and tangible impact on the future success of the charity.

At the Ramblers, we’re committed to giving our supporters the very best experience possible, and our Supporter Care Team is at the very heart of this.

• To be the first line of support for incoming enquiries, delivering first-class supporter care, deepening supporters’ and members’ engagement with the Ramblers.
• To accurately record interactions and transactions for our supporters, with an unwavering eye for attention to detail, maintaining data integrity.
• To help build a strong coalition of membership ambassadors across Ramblers GB as one team of volunteers and staff, partnering to share best practice, ideas, tools and resources to attract, welcome and retain new members to walk and campaign with the Ramblers.
• To be an ambassador for our supporters and members throughout the organisation, sharing your unique insight with others.

Essential requirements include:

Essentials:

• A high standard of organisational, interpersonal and communication skills.
• An excellent telephone manner.
• An ability to maintain high levels of accuracy at all times.
• Ability to adapt style, tone and content to provide a tailored service to supporters.
• Ability to show initiative and determination to investigate and solve complex enquiries.
• Excellent time management and organisational skills enabling you to plan and prioritise incoming workloads to SLAs set.
• A proven experience of working in a busy customer/supporter service environment.
• A team player, able to develop collaborative, strong and effective working relationships.

Desirables:

• Experience in working with volunteers, preferably in a multi-site or GB-wide context
• Database experience (Open Engage and Sales Force)
• Interest in walking and/or being an advocate for the outdoors and natural environment.
• Experience in using multiple systems such as customer care ticket systems (like Zendesk), CRM database and telephone management systems.

The Ramblers are an equal opportunities employer.  We promote diversity and warmly welcome applications from appropriately qualified people from all sections of the community.

The detailed job profile can be found here: Job Pack – Supporter Care Officer

Application is by completed Application is by CV, covering letter.

Completed applications should be sent by email to recruitment@ramblers.org.uk