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Supporter Care Advisor x3

Please Note: The application deadline for this job has now passed.

Job Introduction

The Supporter Care Advisor plays an integral part in a team delivering a first class, professional customer service. We use a range of communication methods to ensure that where possible customer enquiries, donations and complaints are resolved at the first point of contact.

Interview Date(s): W/C 1 November 2021

Interviews will be face-to-face in our London office

Role Responsibility

  • Being the first point of contact for supporters and members of the public dealing with a wide range of enquiries via phone, email, web chat, social media and letter.
  • Providing excellent customer service by putting the supporter at the heart of everything we do
  • Capture data and feedback accurately after each contact to help identify trends and new ways of working.
  • Thanking supporters for their generous donations by creating bespoke acknowledgements within agreed time frames.
  • Providing first line self-empowerment support.

The Ideal Candidate

Experience in working in a contact centre, either in a voluntary or a paid capacity. In addition, providing information both verbally and in writing to a high standard is key. The ideal candidate will be able to work with a high volume of enquiries and have the necessary computer skills (incl. Word, Excel and Outlook), with the ability and willingness to learn new procedures through training provided. You will also be expected to react and deal with change in a positive manner, whilst demonstrating an understanding of the emotional intelligence needed and active listening skills.

Package Description

What we can offer you: 

  • Generous annual leave starting at 25 days plus bank holidays 
  • A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments
  • Early finish Friday and flexible working as part of our approach to activity based working
  • Discounts on gym membership
  • Employee assistance programme to give you support on any issues that come up in life  
  • Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
  • Very active social scene including sport teams, gardening and other activities 
  • Generous pension provision, life assurance and income protection insurance
  • Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

For the 4.8 million people in the UK with diabetes, there’s no day off. So, at Diabetes UK, we’re leading the fight every day, campaigning for better care, treatment and support. We won’t stop until diabetes can do no harm.  

We are working to make sure that those affected by diabetes get the best care and support they need to live well with their condition and avoid life-changing complications.  We're leading the way by funding critical research, improving healthcare and treatment so we can reach our vision of a world where diabetes can do no harm.

Diabetes UK staff are motivated and experienced and extremely passionate about helping people affected by diabetes.  We have been fighting for people with diabetes for more than 80 years and changed millions of lives thanks to the new treatments, technology and policy changes we've been behind.

But there's more to do.  And you can be part of it.

We're a diverse bunch and as a charity we recognise and respect the value of everyone.

We’re very excited to have been placed in the top 30 best UK charities to work for, and in the top 75 best large companies in London.

We're committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all staff and volunteers to actively support this commitment.

We have a vision of a world where diabetes can do no harm.  If you’d like to be part of that, why not join us? 

To learn more about the work we do please visit our website

Diabetes UK

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