Telephone Team Coach and Supporter Care Officer

£39,012 - £44,592 per annum

(We normally offer a starting salary at the start of the range)

Full time (37.5h) / Permanent 

Based in Islington, London (Hybrid)

Greenpeace is an international network of non profit campaigning organisations operating in over 55 countries. Our independence and global reach enable us to stand for positive change through action in order to defend nature and promote peace. We investigate and expose global environmental problems, confront those in positions of power and present alternative solutions.

This is the perfect opportunity to build on your proven ability to get the best from individuals, teams and databases in providing inspirational customer/supporter service.

A key part of your role will be coaching our small team of in-house callers to make outgoing calls that build, retain and strengthen relationships with our supporters: welcoming, thanking and encouraging them to leave a gift in their Will for lasting impact.

You’ll also handle inbound supporter care across a variety of channels – including phone, email and social media – responding to questions and producing engaging personalised replies, as well as writing inspirational copy to answer regularly asked campaign questions.

Location: Islington, London. Our hybrid working model enables us to enjoy the benefits of both office based and remote working. We ask that staff work from the office in Islington 40% of their time, with 20% required as a minimum. Reasonable adjustments as well as specific office based needs will be considered for those with long term health conditions and disabilities.

What we're looking for:

• Experience of coaching and motivating a team to achieve fundraising or supporter experience targets and managing individual performance, holding team members accountable for hitting their goals.
• Experience in a customer or supporter service environment, with the ability to answer large volumes of public enquiries across all communication channels.
• Experience using databases (CRMs) to run regular reports on calling campaigns and individual performance, with the ability to disseminate key insights and data to relevant stakeholders.
• Excellent written communication, with the ability to write engaging responses to enquiries, judging the appropriate tone and content to be used.
• Emotional resilience to recover quickly from setbacks, keep positive and maintain perspective while navigating negative, challenging or emotive interactions.
• Excellent organisational skills, with the ability to prioritise and organise your own work, follow agreed work-plans and meet deadlines.
• Genuine interest and enthusiasm for environmental issues and the work of Greenpeace, with a passion for sharing this with our supporters.

We give you:

You’ll be encouraged to develop both personally and professionally, taking advantage of the wide range of learning and development opportunities available to our staff. We offer great benefits such as a generous pension scheme, subsidised lunches, free yoga and a wealth of well-being resources, just to name a few. Take a look at our Work for Greenpeace pages to find out more about what it’s like to work for us and why you should apply.

We are happy to consider flexible working requests as part of the recruitment process. 

Our commitment to diversity: Greenpeace UK is committed to providing equal opportunities for everyone regardless of their background. We acknowledge that people from certain backgrounds are under-represented in environmental and campaigning organisations and we’re committed to doing what we can to correct this. We are particularly keen to receive applications from people of colour; people with disabilities; people who identify as being LGBTQIA; people who have a mental health condition; and people who identify as working class now or in the past.

To Apply
For further information, please download the applicant information pack. Please ensure to save this file to your computer for future reference. Once the job listing has closed you will no longer be able to access it online. We recommend taking a look at this document that contains top tips for filling out your application, complied by our recruitment team. If you have any questions, please email us at huk@greenpeace.org. Please note that this email address is only for information. All applications have to be filled out on the website and cannot be submitted via email. 

Greenpeace UK is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds and do not discriminate on the basis of disability, race, colour, ethnicity, gender, religion, sexual orientation, age or any other category protected by law

CLOSING DATE: 9.00 am 23rd October
INTERVIEWS: 5th and 6th November