Supporter Services Manager

Job description

Supporter Services Manager 

Permanent 

Based in London

£39,492 - £45,900 per annum / Full-time (37.5h)


This is a great opportunity for someone with strong customer service, communication and team management skills to ensure that our supporters and members of the public are receiving excellent service by email, phone, social media, post and face to face.


For the full job description and person specification, please see the applicant information pack.


Greenpeace is an international non-profit global campaigning organisation. 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.


As Supporter Services Manager you’ll manage the day-to-day running of the Greenpeace Supporter Services team and front desk, including all incoming enquiries. Allocating the varying workload and making sure that we get back to people within our turnaround times, you’ll also be helping to coach the outbound callers and line managing and supporting the team to provide exceptional service by ensuring the quality of our responses is consistently high and training or development needs are quickly identified.


It will be part of your role to establish and develop strong relationships throughout the organisation, in order to keep yourself and your team up to date with the latest campaigns across the programme and fundraising departments. You’ll also be integral to coordinating the supporter feedback and insight we receive as a team - and to ensuring that this is gathered and shared effectively with the rest of the organisation.

Requirements

To secure this role you'll have:

    • Recent experience of managing and developing a team that answers enquiries and questions from members of the public about a range of issues.
    • Experience of planning and prioritising high volumes of enquiries, particularly by email, plus good understanding of social media and how it can be used to respond to enquiries.
    • Experience gained in a customer service environment - not necessarily focused on charity/third sector supporters but relevant to identifying key information and insights, using databases, and producing both quantitative and qualitative reports.
    • Highly developed written and verbal communication skills, including an ability to judge the appropriate style, tone and level of content for communications and to coach and mentor staff on this when needed.
    • A passion for Greenpeace’s aims - and for communicating our current campaign issues.

You’ll get the opportunity to continue 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.


Our commitment to diversity: We are committed to tackling systemic inequalities by being proactive in creating opportunities for people from under-represented groups. We particularly welcome applications from anyone who is from a BAME background along with applications from anyone who considers themselves to have a disability.

To Apply

For the full job description and person specification, and further information on how to apply, 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.


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.


We ask that all applicants complete the online Monitoring Form along with their application. 


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 : 9am, 29th September 2020
INTERVIEWS: TBC