Introduction 

Do you love nature? Do you enjoy engaging with the public? Are you looking for a role where you can utilise your customer service skills to have inspiring conversations and talk about the great work the RSPB is doing to save nature? If so, we’d love to hear from you?

What's the role about?

The RSPB Supporter Relations team is a dedicated team working continuously to meet the needs of our 1.2 million members, supporters, and the general public. We are seeking to recruit an experienced Supporter Adviser with a passion for customer service to join our front-line Supporter Services team located at our HQ in Sandy, Bedfordshire

This role plays an essential part in retaining ongoing support for the RSPB, We need someone with a passion for customer care and can provide an excellent level of customer service, even under pressure. You need to be an excellent communicator, both written and verbal, be able to work well as part of a team and thrive working in a dynamic, high-profile and fast paced environment.

What we need

This is a great opportunity for someone with a proven track record of providing excellent customer service in a call centre environment, with an interest in conservation and nature, to develop their administrative and customer service skills with the UK’s largest nature conservation charity.

Essential skills, knowledge and experience: 

• Understands RSPBs mission and the importance of our work.
• Experience in working within a dynamic, customer facing and high-profile environment.
• Excellent verbal and written communication skills.
• Experience of Complaint handling and customer care: Able to develop positive relationships with Supporters including those providing negative feedback.
• Experience of MS Office packages and bespoke Supporter Databases.
• Previous experience in a Customer Service/Call Centre role, ideally in the charity or conservation sector.
• Educated to G.C.S.E level or demonstrates equivalent experience.

Desirable qualifications, knowledge, skills and experience:

• Knowledge of GDPR and PCI-DSS legislation.
• Knowledge of  HMRC’s ‘Gift Aid' Scheme.
• Is self-motivated and able to take the initiative.
• Experienced in and capable of cross selling and up selling to customers.
• Able to manage own workload with high degrees of flexibility.
• Strong organisational skills and attention to detail.
• Excellent time management, planning, effectiveness, and productivity.
• Ability to work quickly and under pressure with complex databases, systems, financial software and online portals.
• Empathy in communications with recently bereaved supporters and In Memoriam support.
• Experience of complaint resolution and management.

The roles will be HQ Lodge based- with option to part WFH upon completion of training.

There are 3 roles available; 1x 1FTE- immediate, 1x0.8FTE- starting mid May and 1x 0.6 FTE starting mid July.  Please indicate which position or positions you are interested in.  Please don't delay in applying as we will be Interviewing as good applications come in and reserve the right to close the position early if we find suitable applicants.

We are looking to conduct interviews for this position from as soon as possible, so please don't delay in applying.

As part of this application, you will be asked submit your CV and to complete an application form to show evidence of how you meet the skills, knowledge, and experience requested. 

For further information please contact Richard Bailey at richard.bailey@rspb.org.uk 

We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature’s side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

This role is not eligible for UK Visa Sponsorship - the successful applicant will need to have a pre-existing Right to Work in the UK in order to be offered an employment contract.

Before applying for this role, we recommend reading through the candidate guidance notes attached to the top of this advert.