Customer Service Advisor A customer-focused role providing exceptional supporter care, handling enquiries across phone, email and post, updating CRM systems, processing donations and building lasting supporter relationships within a fast-paced fundraising environment. If youve also worked in the following roles, wed also like to hear from you: Customer Support Executive, Customer Service Executive, Supporter Care Advisor, Contact Centre Advisor This role is known internally as a Supporter Experience Executive SALARY: £24,000 per annum Excellent Benefits (see below) LOCATION: Reading, Berkshire JOB TYPE: Full-Time, Permanent WORKING HOURS: 35 Hours per Week, Monday to Friday 9am 5pm JOB OVERVIEW We have a fantastic new job opportunity for a Customer Service Advisor where no two days are the same, and every interaction makes a difference. This role plays a key part in delivering excellent customer service to supporters while helping maximise retention and long-term engagement. As a Customer Service Advisor you will manage supporter enquiries across multiple channels, handle donations and sponsorship payments, and ensure accurate CRM data entry while maintaining high service standards and agreed service level agreements. The Customer Service Advisor role suits someone who thrives in a busy environment, adapts communication style with empathy, and enjoys building meaningful relationships through professional, people-centred service. APPLY TODAY Ready to make your next career move? Apply Today for our Recruitment Team to review. DUTIES Your duties as the Customer Service Advisor include: Supporter Communication: Responding to supporter enquiries by phone, email and post in a professional and timely manner Relationship Building: Adapting communication style using emotional intelligence to build trust and long-term supporter relationships Complaint Handling: Managing complaints sensitively and diplomatically to achieve high levels of supporter satisfaction Database Management: Accurately updating supporter records and activity on the CRM system Donation Processing: Recording supporter donations and sponsor a puppy payments accurately Team Collaboration: Sharing knowledge and working collaboratively to maintain a positive customer-focused environment Process Adherence: Following supporter-focused processes and procedures consistently Continuous Improvement: Providing feedback on processes and highlighting potential service improvements Knowledge Management: Contributing to and maintaining the accuracy of internal working knowledge databases CANDIDATE REQUIREMENTS ESSENTIAL Educated to GCSE grade C or above in English and Maths or equivalent Proven experience in administration within a customer service environment Experience using CRM systems to record customer activity and data Strong verbal and written communication skills with attention to detail Confident telephone manner with empathy, patience and active listening Ability to handle sensitive or challenging conversations calmly Accurate data entry and good numerical checking skills Ability to prioritise workload and work to agreed service level agreements Willingness to work collaboratively as part of a team Eligibility to work in the UK DESIRABLE Previous experience working within the charity or not-for-profit sector Knowledge of Gift Aid and data protection regulations BENEFITS Generous annual leave: 26 days rising to 28 days after three years, plus bank holidays Employee Assistance Programme providing confidential wellbeing support Wellbeing Buddies offering confidential peer support Menopause Champions providing dedicated guidance and resources Cycle-to-work scheme with a wide range of bike options Eye care vouchers for free tests and VDU glasses contributions Hearing tests for colleagues working in kennel environments Discounts and cashback across retail, supermarkets, travel and more Pension scheme with employer matching plus 2%, up to 9% employer contribution Life assurance at four times salary, with options to increase cover Flexible benefits allowance (3% of salary) for gym memberships, health plans, dental insurance, travel insurance, critical illness cover, additional life assurance and the option to buy or sell annual leave As this role requires an Enhanced Disclosure check the start date for the successful candidate will only be confirmed upon receipt of the check. The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment. Please note: we reserve the right to close any of our vacancies early. APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF : AWDO-P14233 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Reading, Berkshire. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.