ZSL JOB DESCRIPTION

Job Title:Supporter Services Coordinator

Department:Supporter Services

Directorate:Development

Responsible to:Supporter Services Assistant Manager

Prepared by:James Wren, Development Director

Job holder:To be appointed

Date:May 2012

Job Description Reference Number:

Grade Allocated: Grade

BACKGROUND

As acharity with two large visitor attractions, as well as many other facets, supporter contact takes on many forms. These include contact with visitors, members, and donors via face to face, telephone, written, email, web and social networks. Our supporter services team will deal with the variety of communications that donors, supporters and customers will use especially as they are increasingly less likely to use voice calls.

The supporter services team will be a single point of contact for general enquiries,as well as being the portal through which other ZSL products and experiences can be sold and booked.Contact with supporters will be made both via inbound phone calls, as well as outbound phone calls in order to maximize revenue for ZSL.

JOB DESCRIPTION

Overall purpose

To ensure the objectives that have been set for the Supporter Services Teamare met and that ZSL continues to provide excellent customer care.

CUSTOMER CONTACT

  1. Respond to all customer contacts covering both ZSL London and Whipsnade across all of the available media used e.g. phone, email, social media etc.in line with performance standards set.
  1. Undertake proactive outbound campaigns and maximize the recruitment and retention activity across all of ZSL’s customers
  1. Develop a sound understanding of general enquiries for both London and Whipsnade including opening times, transport arrangements, deliveries, animal inventories, departmental responsibilities.
  1. Understand, promote and sell a broad range of ZSL products and services including membership, fellowship and patrons, experiences, donations and regular gifts, adoptions, education bookings, ticketsales, events, admissions, on line ticket issues.
  1. Communicate effectively with all customers and provide a high level of service across a broad range of customers which will include visitors, members, schools etc.
  1. Work to the agreed Key Performance Indicators (including sales/conversion targets) and Service Level Agreements as set by the Supporter Services Assistant Manager and Head of Supporter Services & Membership
  1. Maintain excellent working relationships between all internal stakeholders including Retail & Admissions, Fellowship, Marketing and Communications, Education, Development and Business Development
  1. Remain flexible about scheduled hours and weekend working to ensure service levels achieved and service excellence maintained
  1. Uphold the reputation of the Supporter Services departmentso that it is regarded as a centre of excellence by offering visitors/customers the best possible customer service
  2. Resolve customer complaints appropriately within guidelines and resolve to a level that encourages loyalty from our supporters
  1. Provide feedback to the relevant departments where issues have been raised in response to customer feedback and escalate outstanding issues to the relevant Supporter Services Assistant Manager
  1. Process transactions following successful customer contact using the agreed systems and within the agreedSLA
  2. Accurately record supporter activities on the relevant databaseincluding developing and building the knowledgebase
  1. Develop a sound knowledge of Patron Edge, Raisers Edge, Workbench, Artifax, Smart TPSand other related computer systems
  2. Maintain a working knowledge of Bankers Automated Clearing Systems (BACS) direct debit processes, and HM Revenue & Customs (HMRC) Gift Aid processes
  3. Work across all communication channels with customers receiving responses on all ZSL and non-ZSL channels to the agreed SLA
  1. Undertake a number of administrative tasks to support the work of the wider team e.g. reporting, posting, processing direct debit payments etc.
  1. Undertake any other responsibilities, tasks or activities as reasonably required
  1. Face-to-face and phone contact with customers and supporters, either onsite and offsite
  1. KNOWLEDGE AND EXPERIENCE
  1. Vocational and Technical skills:
  • Educated to A level standard or equivalent
  • Good working knowledge of Raisers Edge or similar customer relationship management system within a charity or commercial environment
  • A qualification in customer service would be desirable
  • Understanding of not for profit sector would be desirable
  • Excellent numerical and written skills are required ensuring all customers receive the same level of service
  1. Experience
  • A minimum of two years’ experience in a customer-facing role.
  • Extensive experience of working against objectives and meeting targets
  • Highly organised with the ability to work under pressure
  • Excellent problem solving and inter-personal skills
  • Good working knowledge of external rules and regulations– specific focus on Bankers Automated Clearing Systems (BACS) for direct debit processes, and HM Revenue & Customs (HMRC) for Gift Aid processes
  1. Interpersonal skills
  • Excellent interpersonal and communication skills are essential.
  • Excellent customer care skills across multiple mediums e.g. phone/e-mail
  1. RESPONSIBILITY
  1. Human resource management
  • No direct line management responsibility
  1. Physical resource management
  • The role will work with a range of computerised systems.including Patrons Edge, Raisers Edge, Artifax, Smart TPS
  • The role holder has access to confidential information on membership, bank details (direct debits), credit card details and personal data.
  • The role will also require refunds to be actioned where evidence exists by obtaining customer’s debit/credit card details
  • The role has financial responsibility for sales of tickets, memberships,experiences, and similar promotions and products, school bookings etc. By their actions they can increase income (or lose it by poor response).
  1. Communication
  • Strong communication skills are central to this role.
  • Good rapport and negotiation skills
  • Ability to deal with difficult customers
  1. Liaison
  • Liaison with colleagues across ZSLat all levels.
  • Constant interaction with external contacts, who will be existing or potential customers.
  1. MENTAL DEMANDS
  1. Judgement and Decision Making
  • The post holder will be juggling a number of activities and will be making decisions with regard to deadlines and priorities.
  • Choices for responses and decisions will be made from a range of laid-down policies and products.
  • Decide the appropriate action to be taken in response to complaints, including the use of refunds as appropriate.
  1. Original Thought and Problem Solving
  • The role requires imaginative thinking in creating new opportunities to support the marketing, retail, education,membership and fundraising strategies.
  • Other ZSL colleagues inside and outside department would be involved.
  • The role requires the holder to consider any system pr process changes that would enhance the experience for the customer and ZSL operations
  • The final decision to implement new initiatives rests with the manager or Directors.

3.Concentration

  • Need to be alert at all times when dealing with customers on the phone or answering their emails.
  • Need to be able to work under pressure and maintain concentration at all times
  • Accuracy in recording and inputting data is essential, in circumstances where the job holder may be faced with distractions e.g. other callers. Errors will lead to increased customer complaints and increased call volume.

4.Flexibility

  • Incoming calls and email queries will go across the whole range of ZSL activities, services and products; the ability to move rapidly from one subject to another is essential.
  • Some flexibility will be required in terms of rostering to provide cover in certain circumstances.
  1. WORKING CONDITIONS

Normal office conditions apply.

Regular out of hours and weekends will be required by the role holder as determined by the needs of the business. Some positions within the team will include alternate weekends.

The position will be based at London Zoo/Whipsnade Zoo (the team spans both sites), although occasional time will be spent at the alternateZoo as required to maintain the relevant product knowledge.

1