Location: Hybrid - Home-based / Downton Offices (must live within a 20-mile radius of SP5 3RB)
Hours: Full time, 35 hours per week
Contract: Permanent
Help for Heroes is looking for a compassionate, proactive Supporter Care Advisor to become the first point of contact for our incredible supporters, veterans and members of the public.
About the Role
As a Supporter Care Advisor, you will play an important role in ensuring every supporter receives a positive and professional experience when engaging with Help for Heroes. Acting as the first point of contact for many enquiries, you will respond to supporters and members of the public across a range of channels including phone, email, post and social media.
You will manage enquiries from start to resolution, ensuring responses are handled within agreed service levels while maintaining accurate records on internal systems. You’ll also support the charity’s Helpline, responding to calls with empathy and professionalism while documenting outcomes and following safeguarding procedures.
Alongside responding to enquiries, you will process donations, promote Gift Aid and support supporters who are fundraising for the charity. You will help ensure supporters feel valued and recognised for the role they play in supporting veterans and their families.
This role also supports the smooth running of wider operations within the organisation. At times this may include assisting with supporter communications, dispatching information packs, supporting fundraising events, and helping with office or warehouse tasks at the Downton office when required.
About You
Are you passionate about providing excellent customer service and creating positive experiences for people?
Do you enjoy communicating with empathy and professionalism while supporting people with a wide range of enquiries?
We are looking for someone who is organised, proactive and able to manage multiple enquiries in a fast-paced environment. You will have strong communication skills and enjoy building positive relationships with supporters while representing the charity’s values.
You will also be confident using Microsoft Office tools and able to work remotely with access to a suitable workspace. Previous experience delivering excellent customer service and managing enquiries across multiple channels would be highly beneficial.
In return we can offer you:
* Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
* 29 days’ annual leave plus 8 bank holidays, regardless of service -plus your birthday off to celebrate! (pro-rata)
* Opportunity to buy and sell up to 5 days annual leave per year (pro-rata)
* Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
* 3 volunteer days per year to support the Help for Heroes community.
* A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.
Please note: We may close this vacancy early should we receive a high volume of strong applications.
We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.
#J-18808-Ljbffr