Customer Experience Officer

Customer Experience OfficerSalary: £23,089Contract type: PermanentHours: Full TimeLocation: Poole, Dorset, EnglandInterview date: w/c 4 November 2024Closing Date: 27-10-2024Reference: 18204About usOur purpose is simple, to save lives at sea. Since the 19th century, our crews have been risking their lives to save those who are in danger of drowning.About the roleAs a Customer Experience Officer, you will be focused on:- Receiving and making calls using excellent customer service in order to build relationships with RNLI supporters and online shop customers- Maintaining a working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment- Providing a professional, speedy, and appropriate response to customer emails and product reviews- Meeting engagement and stewardship targets to agreed deadlines and deliver against performance indicators and service level agreements- Be versatile, and be flexible in your approach to learning new tasks across the wider experience team- Within this important role, you will be called upon to open post received, prepare in accordance with standard procedures and to ensure that the appropriate database is updated accurately. Full training on the RNLI internal systems will be provided as appropriate.About youYou will have a background in customer service along with excellent customer service skills, a positive can-do attitude and experience of working within a pressurised and varied environment.You will need to have a proactive team approach, attention to detail, and strong verbal and written communication skills.To be considered for this role, you will need to have:- Educated to GCSE standard, or equivalent - English essential- Proven customer service skills - telephone and administration- Contact Centre experience desirable- Experience of working in an office-based environment- Experience of working in a fundraising environment would be beneficial, as would working knowledge of databasesSo, if you have a passion for fundraising and customer service and are looking to be part of an exciting new opportunity within an already established and successful team, this could be the role for you. Please apply via the button shown.Previous candidates need not apply.SafeguardingThe RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).Diversity at the RNLIOur staff and volunteers have been saving lives at sea without prejudice for nearly 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.