Supporter Contact Officer- Temporary 6 months

Role Title:  Supporter Contact Officer-

Salary: £35,326 pro rata

Location: London

Tenure:  Temporary 6 months

ActionAid UK is a member of the ActionAid Federation, an international charity that works with women and girls living in poverty.    As part of the ActionAid Federation, we work with women and girls, our partners, and dedicated staff in 43 countries to end violence and fight poverty so that all women, everywhere, can create the future they want.   

Are you a keen advocate of women and girls’ rights in emergencies? 

Do you have experience providing  exceptional customer service?

Would you like to work as part of a passionate, dynamic, and forward-thinking non-profit Supporter Contact Team?

Then we'd love to hear from you! 

As a Supporter Contact Officer you will be joining an incredible team that acts as the first point of contact for existing and potential supporters - whether that’s by phone, email or social media. The Supporter Contact Team ensures existing and potential supporters receive great customer service, whilst facilitating continued interest and connection between supporters and the vital work that we do! This may take the form of: processing payments, maintaining supporter records, managing enquiries and providing information about ongoing appeals, campaigns and child sponsorships. 

Building rapport with supporters and upselling donations and marketing various donation options and products will be a key element of the position as will maintaining supporter records, managing enquiries and providing information.

You will be responsible for:

Being the voice of ActionAid, building rapport and working with colleagues across the organisation to resolve supporter queries and problems 
Providing information about ongoing appeals, campaigns and child sponsorships 
Processing payments and looking into transactions 
Maintaining supporter records and recording communications
Discussing the work of ActionAid and our range of products 
Handling complaints and complex queries 

Due to the nature of this role, the successful candidate will be asked to participate in criminal records checks at the point of offer. 

Additional Information: 

Diversity, Equality, Inclusion and Belonging: 

Diversity, Inclusion and Belonging are key to our organisational culture.  We are on a journey to become not only an anti-racist organisation but one that proudly celebrates the diversity of all applicants and employees.  We look forward to you bringing your full self to work, proudly sharing your unique perspective and helping us to shape our combined future. We especially welcome applications from those from underrepresented/marginalised communities. 

AAUK is a disability Confident Committed organisation and as such any candidate that declares a disability will be shortlisted for interview if they meet the essential criteria for the role. 

Referencing and Safeguarding: 

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include safeguarding, criminal records and terrorism finance checks. By submitting an application, the job applicant confirms their understanding of these recruitment procedures. 

ActionAid UK is committed to preventing any form of sexual harassment, exploitation, and abuse (including child abuse and adult at-risk abuse) and responding robustly when these harms take place. We expect all ActionAid UK Staff and ActionAid UK Representatives to share this commitment. We will not tolerate our Staff or other representatives carrying out any form of sexual harassment, exploitation or abuse towards anyone we come into contact with through our work. 

Working practices: 

ActionAid is committed to supporting flexible working. If you would like to discuss flexible working options, including the possibility of a job share for this role, there will be space to do so during the interview process.   

ActionAid UK has a hybrid working policy for many of our roles.  The requirement will vary from team to team and the responsibilities of individual roles.  As a minimum, all colleagues are expected to attend the office 12 days per year, plus additional time for induction, training, and “Company Connection days.”  Some roles may require in-office attendance on all days and if so, these will clearly be marked as in-office roles.   

Please note that ActionAid UK does not offer fully remote working options.  We encourage you to discuss hybrid working expectations at interview. 

Recruitment Processes: 

Please note that ActionAid UK may review, shortlist and interview candidates prior to the closing date so we encourage all candidates to apply as soon as possible.   

If we receive a very high response, we may close the vacancy early and will not accept further submissions.  

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Job Description