Support Service Team Leader
Posted on Jan 15, 2019 by Wildfowl & Wetland Trust
Supporters are at the heart of everything WWT do and the Supporter Services team play a really important role in delivering excellent supporter care and stewardship and in making our supporter's voice heard across the organisation. Working within the Supporter Development department, with an ambitious new strategy the Supporter Services team will play a pivotal role in helping ensure WWT meets its aims and meets the challenges facing wetlands and their wildlife.
Supporter Service Team Leader
HQ, WWT Slimbridge
37.5 hours per week
£28,775 per annum
12 month fixed term contract
As Supporter Service Team Leader you will play a pivotal role in overseeing a growing but established team delivering high quality supporter care to a large diverse supporter base. You'll be responsible for line managing a diligent team of administrators as they fulfil WWT's subscription products from adoption to membership as well as helping to efficiently process our supporter gifts and keep accurate supporter records.
The ideal candidate will be organised, proactive and resilient with a passion for good customer service and a knowledge and awareness of what makes good supporter care. You'll be able to resource and workflow plan effectively, helping to prioritise and schedule the team to ensure SLAs and KPIs are met. You will be enthusiastic and able to coach, motivate and develop team members being able look objectively and see the bigger picture. You will be able to work independently, structure work strategically and work to tight and competing deadlines. As a confident communicator you'll be able to build rapport quickly and act as a point of escalation in complaint handling. You'll have experience of working in a busy contact centre and extensive experience of office management. You will have handled and managed income processing and be skilled at using databases. As it is a changing and evolving time for the team you will be someone who embraces change and sees the benefit in process improvement.
The Wildfowl & Wetlands Trust (WWT) is a conservation charity that protects wetlands for wildlife and people. We conserve, restore and create wetlands. We are pioneers in saving wetland wildlife, both in the UK and around the world. At our 10 UK sites over a million visitors a year engage with wetland nature. We work internationally in key global wetland areas, balancing conservation with sustainable livelihoods and influencing national and international conservation policies.
In return for your hard work and dedication you'll enjoy a wide range of benefits including:
- 25 days annual leave plus bank holidays increasing to 30 days after 5 years' service
- Contributory pension scheme (conditions apply)
- Life assurance
- Free parking
- Cycle to work scheme
- Free entry to all our centres
Closing date: 13 th January 2019
Interview date: Week commencing 21 st January 2019
The successful candidate may also need to be available for training on 29 th January 2019
To Apply and for More Information:
If you would like to apply and find out more about this position, please click the Apply button to be directed to our website to download the application form/information pack and other relevant documents.
No agencies please.