About the Role
We are seeking a motivated and empathetic Customer Care Technician to join our team. You will be the first point of contact for service users, and partners, delivering excellent customer service while managing enquiries through Salesforce CRM. Your role ensures a seamless, professional, and positive experience for everyone who engages with us.
Key Responsibilities
* Act as the first point of contact for customer enquiries via phone, email, live chat, and social media.
* Manage, track, and resolve cases using Salesforce Account Engagement / Non-profit Success Pack (NPSP).
* Log all customer interactions accurately in Salesforce, ensuring data integrity and GDPR compliance.
* Proactively follow up on open cases, keeping customers informed until resolution.
* Monitor dashboards and queues to ensure service user expectations are met.
* Support customer onboarding, registrations, renewals, and membership queries.
* Collaborate with internal teams (marketing, events, finance) to escalate or resolve complex cases.
* Generate regular reports from Salesforce on case volumes, response times, and satisfaction metrics.
* Identify common issues and suggest improvements to processes or FAQs.
* Provide feedback to improve system workflows and automation within Salesforce.
Skills & Experience
Essential:
* Proven experience in customer service, contact centre, or supporter care.
* Working knowledge of Salesforce CRM (Service Cloud or NPSP preferred).
* Strong communication skills – written, verbal, and active listening.
* Ability to manage multiple queries simultaneously, prioritising effectively.
* Comfortable working with data, dashboards, and case management systems.
* Empathetic, patient, and solution-focused approach.
Desirable:
* Experience in a charity, non-profit, or membership organisation.
* Knowledge of GDPR and data protection in a customer-facing environment.
Personal Attributes
* Friendly and approachable with a customer-first attitude.
* Detail-oriented and committed to maintaining accurate records.
* Proactive in problem-solving and improving processes.
* Resilient under pressure and adaptable to change.
Job Type: Full-time
Pay: £27,000.00 per year
Application question(s):
* Please provide a description/ cover letter detailing your skills and experience relevant for this role.
Work Location: In person