Customer Service Consultant - Charity Support

Location: Ringwood, Hampshire, hybrid working once fully trained
Job Type: Temporary to Permanent
Salary: £12.80 per hour
Permanent Salary: £26,624 per annum
Bonus: On-target bonus of £2,400 per annum
Hours: Monday to Friday, 9.00am - 5.00pm

We are recruiting for a Customer Service Consultant to join a busy customer contact centre based in Ringwood, supporting a major UK charity and its national fundraising campaign.

This is a temporary-to-permanent opportunity, initially paying £12.80 per hour. The role will initially be office-based in Ringwood while you complete your training and become fully established in the position. Once fully trained, there may be the opportunity to work on a hybrid basis, combining office and home working.

This is a particularly rewarding customer service role where you will be supporting members of the public who are organising fundraising events to raise money for people affected by serious illness.

The Role

As a Customer Service Consultant, you will be the first point of contact for supporters taking part in a major national fundraising campaign.

You will provide friendly, professional and empathetic support across telephone and email, helping people throughout their fundraising journey.

Your duties will include:

• Handling inbound telephone calls from supporters.
• Responding to customer enquiries by email.
• Helping supporters register for fundraising events.
• Assisting with orders for fundraising materials and information packs.
• Providing guidance on paying in money raised through fundraising activities.
• Assisting with online fundraising page enquiries.
• Making outbound calls where required to follow up queries or provide additional support.
• Recording information accurately on internal systems.
• Adapting your communication style depending on the individual and nature of their enquiry.
• Handling potentially sensitive or emotional conversations with compassion and professionalism.
• Working towards individual and team service, quality and performance targets.

The Ideal Candidate

We are looking for someone who has:

• Previous experience within customer service, contact centre, retail, hospitality or another customer-focused environment.
• Excellent verbal and written communication skills.
• Strong spelling, grammar and attention to detail.
• A friendly and professional telephone manner.
• A naturally patient, empathetic and understanding approach.
• The confidence to handle sensitive or emotional conversations appropriately.
• Good listening and problem-solving skills.
• Good typing and general IT skills.
• The ability to navigate different computer systems whilst speaking with customers.
• Good Microsoft Office skills, including Word, Excel and Outlook.
• The ability to remain organised and professional within a busy customer service environment.

Previous experience within a charity, fundraising, contact centre or sensitive customer service environment would be advantageous but is not essential.

What's on Offer

• £12.80 per hour during the temporary period.
• Opportunity to secure a permanent position.
• Permanent salary of £26,624 per annum.
• On-target bonus of £2,400 per annum.
• Excellent Monday to Friday, 9.00am - 5.00pm working hours.
• Comprehensive training before handling live customer contacts.
• Potential for hybrid working once fully trained.
• Ongoing coaching, training and support.
• A rewarding role supporting an important national fundraising campaign.
• Friendly and supportive team environment.

To apply for this opportunity, please submit your latest CV and we will be in touch in due course. If you would like further information before applying, please contact Alan for a confidential discussion.