Customer Account Advisor

JOB TITLE                                          CUSTOMER SERVICES ADVISOR

WORK BASE                                     Sutton,                 based in the office                9am to 5pm

MAIN PURPOSE

In this role, you'll act as an ambassador for ACN UK to engender loyalty and trust from our benefactors. Every benefactor interaction is a unique opportunity and chance to further strengthen the relationship, which is where you can really make a difference.

RESPONSIBLE FOR

Key areas of responsibility include but are not limited to:

First line telephone agent for inbound calls to our Head Office, Charity and Trading lines;

• Take charity donations, Mass Offerings and trading orders over the phone using The Raisers Edge and SAGE systems;
• Communicate with supporters and providing personalised and tailored responses to all enquiries and complaints

• Be an information specialist and maintaining a broad knowledge of ACN's campaigns and provide telephone and other support for campaigns and fundraising initiatives;

• Manage ACN’s Email Inbox and telephone Answerphone;

Review emails, phone messages and incoming post                                                                                            

• Record and process queries received by e mail, phone or post
• Where possible, to provide solution or explanation to the donor.
• Open post and ‘prep’ ready for data entry

Processing of Donations and Orders                                                                                                                               

• Be available to process all forms of income to the charity including web orders and donations, phonecalls, postal orders and donations and gifts given at appeals and events.
• Input web income, charity donations with Mass Cards and charity donations with gift of faith cards into SAGE,
• Input cheque donations and credit card donations into The Raisers Edge
• Entry into SAGE of telephone orders and donations
• Prepare Gift Aid envelopes from church appeals for input into The Raisers Edge.
• Manage daily Thank You letters, checking for consistency and data accuracy.

Make outgoing calls, as part of regular campaigns such as ‘Red Wednesday’  

• Follow an agreed script and use information from the Raisers Edge to call supporters in the lead-up to events, and at special times of the year.

EXTERNAL AND INTERNAL RELATIONSHIPS

TARGETS AND EVALUATION

The Customer Service Advisor will be evaluated by their Line Manager on successful completion of duties and agreed targets being met.

PERSON SPECIFICATION

Technical Competencies

• Passion for delivering excellent customer/benefactor experience;
• Experience of working in a service-related environment, including communicating with customers;
• Experience of conversing confidently over the phone;
• Experience in writing letters and emails with a high standard of grammar by always ensuring the best customer service;
• Strong interpersonal skills;
• Excellent attention to detail and accuracy.

Personal / Interpersonal Competencies

• Excellent interpersonal skills;
• A keen eye for detail;
• Professional and confidential approach;
• A self-starter, able to work both independently and as part of a wider team;
• Creative, practical and hands-on approach;
• Confident in making outgoing calls to supports of ACN UK;
• Tenacity, persistence and flexibility.

Strategic Competencies

• Experience of or an interest in the charity sector.