Supporter Care Assistant - Greenpeace

Job description

Based: Islington, London. Hybrid working Closing date: 19th October ‍ Salary: £34,968 - £40,332 per annum + benefits OVERALL PURPOSE OF JOB: ‍ You will provide a high-quality, inspiring and personalised service to supporters and members of the public contacting Greenpeace UK by email, social media, telephone and post. You will respond to routine enquiries, handle donation changes and answer questions about Greenpeace campaigns. You’ll also make calls to donors to thank them for their support and invite them to support us in other ways. ‍ RESPONSIBILITIES: ‍ Written Communication ‍ ‍ • Write clear and engaging emails and letters to supporters, responding to routine enquiries like changing details, cancelling donations, or other admin requests. • Respond to a range of enquiries about Greenpeace campaigns, making sure replies are personalised and timely. • Thank supporters for taking action with Greenpeace, keeping them inspired and involved by sending engaging content – whether it’s a follow-up action, a blog post, or a video. • Use templates provided to write to supporters cancelling their donation, encouraging them to stay with us and continue their support for our planet. ‍ Telephone Communication • Confidently handle inbound calls, answering questions about Greenpeace campaigns and supporter related enquiries. • Process donations and update supporter details with care and accuracy over the phone. • Engage with supporters considering cancelling their donations, sharing campaign information to inspire them to continue supporting us. • Handle complaints with empathy and understanding, escalating where needed, and ensuring a positive experience even in challenging conversations. • Make outbound calls to welcome new supporters, thank long-term donors, and discuss the opportunity of leaving a gift to Greenpeace in their Will. ‍ Administration ‍ • Keep our supporter database up to date by recording donations, communication preferences, and changes to supporter details. • Accurately record enquiries and keep statistics to help us track and improve our service. • Bank donations received from supporters by post and thank them for their generosity. ‍ Teamwork and Collaboration ‍ • Stay informed about Greenpeace campaigns and environmental issues so you can engage meaningfully with supporters and colleagues. • Work closely with the Fundraising and Digital Engagement teams to stay informed about their communication plans and updates. • Collaborate with your teammates to ensure we meet our goals, support each other, and create a positive and proactive working environment. • Be ready to help out where needed, adapting to the needs of the team to make sure we’re always giving our best. ‍ Values & Behaviours ‍ • Actively and constructively contribute in team and department meetings. Demonstrate a willingness to collaborate effectively across teams. • Demonstrably live our values (Relationships First, We Want to Win, Lifting All Boats) in a positive and authentic way in day-to-day work and interactions. • Open and receptive to feedback, actively seek ways to improve, and work with others to find solutions. ‍ PERSON SPECIFICATION ‍ Listed below are the requirements needed to undertake this job. Selection of candidates will be based on the extent to which these requirements are met. ‍ Experience ‍ • Experience in customer service, supporter care or a similar role. • Strong written and verbal communication skills and an ability to write engaging, personalised responses and handle phone queries confidently, adjusting your tone for different audiences. • Experience of using databases and updating records. • The ability to resolve queries and complaints calmly and professionally, with a focus on positive outcomes. ‍ Job Specific Competencies ‍ • The ability to listen actively and respond with understanding, tailoring your approach to meet the needs of each supporter. • Strong ability to manage a busy workload, prioritise tasks, and meet deadlines, especially when dealing with a high volume of enquiries. • Ability to use technology, including database systems and google suite with a willingness to learn new tools and software. • Able to inspire and motivate individuals to support Greenpeace's mission by building rapport and creating a strong personal connection across all channels. ‍ Personal Attributes ‍ • A genuine interest in environmental issues and a willingness to learn about Greenpeace’s work and a desire to inspire others to take action. • Able to maintain a positive attitude, remain calm under pressure, and bounce back from challenging situations. • A cooperative team player who can adapt to changing priorities and support the team when needed. ‍ Values & Behaviours ‍ • Demonstrates an understanding of effective collaboration and how to contribute constructively in team and department settings, including workingeffectively across teams. • Demonstrates an understanding of our organisational values (Relationships First, We Want to Win, Lifting All Boats), and how they might be applied in practice in day-to-day work. • Demonstrates an understanding of the importance of seeking feedback, learning from experience, and collaborating with others to identify solutions and improve ways of working. • Must be interested in learning more about the principles of non-violent direct action (NVDA). It is mandatory for all Greenpeace UK employees to take part in a NVDA training day. ‍ Greenpeace is a non-party political organisation and it is important for its future that this should remain the case. It is, therefore, a condition of employment that employees shall not normally stand for any official position within a political party.