Supporter Services Officer

Supporter Services Officer 150 150 tcl-admin
Supporter Services Officer
Contract / Temporary

AFC 5220128

Posted: 21st November 2022 17:44
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  • Pay Rate:

    £12.00 per hour PAYE

  • Hours per Week:

    35 Monday – Friday, normal working hours

  • This opening assignment is for 9 months


    WD18 8AG

What's involved with this role:

Supporter Services Officer   

Reference no: AFC 5220128   

Pay rate £12.00 per hour PAYE   

Basic DBS disclosure required 

Homebased - IT equipment will be provided 

The successful candidate will provide an exceptional customer experience to all internal and external stakeholders and promote this approach throughout the charity. Ensure that queries are dealt with effectively and in a timely manner through pro-active and effective engagement to deliver to agreed targets and other KPI's 

Key responsibilities: 


  • Deliver an exceptional customer experience to engage enquirers and facilitate growth.  
  • Provide a professional and responsive service to queries received via phone, email, post, Live Chat, or social media, ensuring that service standards and timelines are adhered to. 
  • Take ownership of customers issues and follow problems through to resolution.  
  • Deliver outbound calling, email and postal information to agreed targets and KPIs.  
  • Create and identify positive relationships with enquirers/supporters through effective stewardship to maximise current and potential contribution or access to services/information.  
  • Ensure that supporters/enquirers/customers are thanked and appreciated, and their contribution and participation is valued. 
  • Assist in the continued development and implementation of new ways of working that mean that remains at the forefront of good customer service.  
  • Fulfil requests for material/information, in accordance with agreed deadline Work collaboratively as part of the team to ensure all deadlines and targets are met.  
  • Keep accurate records and document service actions and discussions and also ensuring that data and information is strictly managed in accordance with GDPR guidelines.  
  • Administer any other tasks as necessary to ensure the smooth and effective delivery of services provided by the team 

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria: 

  • GCSE level education and or / NVQ Level 2 Customer Service or relevant experience 
  • Knowledge and understanding of the working of a large children’s charity 
  • Knowledge and awareness of GDPR guidelines 
  • Proven customer relationship experience 
  • Administrative skills and experience 
  • Ability to discuss sensitive/confidential information in an engaging and accessible way 
  • An ability to adapt to changing circumstances quickly and effectively 

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD. 

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application. 

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF. 

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity. 

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items: 

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours. 
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this. 
  3. Your availability to work either immediately, or at short notice. 
  4. Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service. 
  5. Please refer to the Role Requirements section above - your CV must address the requirements listed. 


Other preferable/desirable details to include on your CV, if applicable: 

  1. Any local authority/public sector experience 
  2. Any relevant qualifications held or being studied for. 


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

Give yourself the best chance of success - View our CV Tip

Submit Your Application

Thank you for your interested in this job. Please use the form below to apply.

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If you do not have a CV available right now, please click the "No CV?" button above and we will email you a reminder to add your CV to, when you can.

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: AFC 5220128
Supporter Services Officer
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.

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If you do not have a CV available right now please use this form to send yourself a reminder. When your CV is available, simply click the link in the email or alternatively reply to that email with your attached your CV.

Job Ref: AFC 5220128
Supporter Services Officer
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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