Supporter Care Advisor

Job Introduction

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

1x Full Time - Perm, 1x 12 month Fixed Term Contract and 1x 6 month Fixed Term Contract

Role Responsibility

As the Supporter Care Advisor you would be responsible for:

• 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 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 Advocacy support

The Ideal Candidate

This is a great opportunity joining a vibrant and lively team working together to provide a fantastic service for those living with and affected by diabetes. The role provides a fantastic insight into Supporter Care with a strong training programme and opportunities to develop.

We are looking for someone with:

• Excellent communication and customer service skills
• Strong written communication skills with the ability to personalise responses
• (Problem Solving, identifying issues)

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 £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) 
• Early finish Friday and flexible working 
• Discounts on gym membership and days out 
• Employee assistance programme to give you support on any issues that come up in life  
• Annual season ticket loan 
• Very active social scene including sport teams, gardening and other activities 
• Generous pension provision, life assurance and permanent health insurance 

About the Company

Diabetes is the most potentially devastating – and fastest growing – health crisis of our time, requiring ongoing high-quality care and support. There are currently 4.5 million people in the UK living with diabetes, and 11.9 million more at increased risk of getting Type 2 diabetes. Those diagnosed face the risk of life-changing, and life-limiting, complications, unless they are given the very best care and the support they need to manage their condition well. As a society we need to work together now – and take action now – to fund critical research, improve healthcare and treatment, and prevent yet more people developing this potentially life-threatening condition. 

Diabetes UK is a forward thinking and commercially focused organisation, and is the leading charity for the 4.5 million people with the condition in the UK.

As we continue to improve our processes, through continual development and change, this is an exciting time to join us. With established funding streams and following on from the success of our previous five-year plan, we are in a strong position to continue developing and responding to changing environments.

We rely heavily upon the expertise and motivation of our staff in order to work towards our many aims and meet objectives. We aim to be an equal opportunity employer; the organisation recognises and respects the value and diversity of all. We gladly make the adjustments required for people with disabilities to join us. Our diverse functions mean that we can offer you a wide range of rewarding career opportunities.

Under the Safeguarding Vulnerable Groups Act 2006, as amended in particular by the Protection of Freedoms Act 2012 this post is subject to pre-employment criminal records checks through the Disclosure and Barring Scheme (DBS), Disclosure Scotland, Access NI.  

Diabetes UK recognises and respects the value and diversity of all. 

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 - Click here

Diabetes UK