Overview
We are an international children’s charity working with children, their communities, supporters and partners in almost 100 countries. Through long-term development projects, emergency responses and advocacy the organisation has helped bring lasting change to millions of children over more than 60 years. As a Christian charity, everything is motivated by faith as we strive to reflect God’s unconditional love.
Responsibilities
* Create and maintain accurate supporter records in line with all relevant regulations including data protection, child protection and safeguarding.
* Effectively resolve complaints from supporters within agreed SLAs, in a way that maintains their support of the charity.
* Carry out outbound calls to supporters to encourage them to maintain and increase their support and sponsorship, ensuring retention KPIs are achieved and cancellations are minimised.
* Deliver high quality customer service to supporters, and especially child sponsors, using telephone, email and post to handle support queries to the highest standards.
* Communicate clearly; remain calm and empathetic in challenging conversations; build positive connections with supporters from diverse backgrounds; work well in a team with shared goals.
Additional Context
These activities contribute to the organisation’s mission and ongoing operations across multiple countries, including long-term development projects, emergency responses and advocacy.
Requirements & Commitments
An offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.
We value diversity and aspire to reflect this in the workforce. We particularly welcome applications from under-represented sections of the community. The organisation also operates flexible working policies and practices. As a Disability committed employer we encourage qualified individuals with a disability to apply and request a reasonable adjustment if you are unable or limited in your ability to use or access as a result of your disability.
Please note the organisation can only consider applicants who presently have the right to work in the UK and all candidates must be personally committed to the Christian faith and be able to respect, uphold and work within our client’s Christian mission, values, culture and faith statements. This individual will represent and speak on behalf of a Christian charity and as such the Occupational Requirement for an active Christian faith is justified under the Equality Act 2010 Schedule 9, Part 1, clause 3.
You may also have experience in areas such as: Customer Care, Customer Support, Customer Service, Customer Agent, Supporter Care, Supporter Engagement, Customer Liaison, Helpdesk, Helpdesk Agent. Note: This role is affiliated with Christian mission and values.
Candidate Profile
You are a strong communicator, both on the phone and in writing. You remain calm and empathetic when handling challenging or emotional conversations. You enjoy speaking with people from all backgrounds and building positive connections. You work well in a team and are motivated by shared goals.
Benefits
* A flexible and supportive working culture
* Pension scheme (with employer contributions)
* Generous holiday allowance
* Free parking (Milton Keynes office)
* Opportunities for faith-based gatherings, prayer, and devotionals
* A welcoming, purpose-driven team who are passionate about making a difference
About the Organisation
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