Senior Supporter Contact Officer
This is an exciting opportunity for an experienced Supporter Care or Customer Service professional to join our high performing Supporter Contact Team at Brooke. You will co-ordinate the daily priorities for the Supporter Contact Team, take the lead on training and ensuring the team have up to date briefs and other information, and be the key liaison with the Community Fundraising Team. You will engage with and steward both existing and potential supporters; always with a view to providing a first class donor experience whilst also seeking to retain and increase support of Brooke.
You will be joining a busy team, working very closely with your immediate colleagues as well as the Donation and Fulfilment, Community Fundraising and Direct Marketing teams to ensure excellent Supporter Care at every stage, for every supporter who interacts with us.
You will have significant experience of working within a Supporter Care or Customer Services team in a supervisory or team leader position, able to communicate effectively with different audiences via various channels and be able to demonstrate a passion for Brooke’s cause and talk confidently about our operational work. You can motivate a team, and make independent decisions about priorities.
You will need to be able to multitask effectively, and remain calm and professional when dealing with complex queries and complaints and support others to do so. You need to be suited to both working reactively to changing demands on the team but also be able to plan ahead to ensure team resources are used efficiently by working closely with the Supporter Contact Manager.
You must be able to work independently and manage your own workload, as well as be a keen team player and contribute towards a positive team culture by engaging with and supporting others.