At a Glance
- Tasks: Manage logistics for Pudsey suits and deliver exceptional customer service.
- Company: Join BBC Children in Need, a charity dedicated to helping children thrive.
- Benefits: Competitive salary, supportive team, and the chance to make a real difference.
- Other info: Opportunity for career growth in a dynamic and inclusive environment.
- Why this job: Be part of a mission that impacts children's lives while developing your skills.
- Qualifications: Full UK driving licence, strong organisational skills, and customer service experience.
The predicted salary is between 29000 - 29000 £ per year.
JOB BAND: A
CONTRACT TYPE: Full-time / Fixed-term Contract until 18/12/2026
DEPARTMENT: BBC Children in Need
LOCATION: Dock House, Salford – office based
PROPOSED SALARY RANGE: Up to £24,500 depending on relevant skills, knowledge and experience.
INTERVIEW PROCESS: Interviews will be held in 2 parts: An initial group interview where you will be asked to complete a task in small teams, with an opportunity to ask the hiring manager questions about the role. Successful candidates will then be invited to a formal values & behaviours based interview. Successful candidates will be required to start on Wednesday 9th September. Please be aware that during November (the two weeks either side of our appeal show), working hours will follow a shift pattern between 8:00am and 8:00pm. We will do our best to create a rota that accommodates individual preferences where possible; however, due to the needs of the role, we cannot guarantee that all requests can be met.
PURPOSE OF THE ROLE: BBC Children in Need believes that every child should have the chance to thrive and be the best they can be. Our Supporter Experience Team help to enable this by offering exceptional customer service to everyone who gets in touch with us; whether they’re looking to fundraise, donate, have a query or an issue, buy something from our online shop or just want information on what we do. Our Supporter Experience Assistant is a key role during our busy appeal season and will be responsible for helping to deliver first class stewardship to our supporters. This role involves the safe handling and transportation of our Pudsey suits, which are large and not suitable for travel via public transport. The successful candidate will need to hold a full UK driving licence and have access to appropriate transport to move the suits between our cleaning provider and an off-site storage facility. They will also carry out visual inspections to ensure the suits are in good, usable condition and have been cleaned to the required standard. We welcome applications from individuals who can meet these requirements and are committed to maintaining high standards of care and presentation.
WHY JOIN THE TEAM: Working across our entire appeal, this is an opportunity to really make a difference to our stewardship offering as we launch our new stewardship strategy. You will work alongside a small number of highly supportive Supporter Experience and Fundraising colleagues whilst also getting the chance to learn from a wide range of teams within the charity who are united in their desire to help children and young people.
YOUR KEY RESPONSIBILITIES AND IMPACT:
- Lead the logistics of Pudsey Suit bookings, including managing and maintaining the booking schedule.
- Arrange, track, and chase courier collections and deliveries.
- Coordinate suit cleaning and ensure suits are returned in good condition.
- Liaise with storage company regarding stock levels, access and returns.
- Obtain and organise all relevant paperwork, including courier documentation and costs.
- Ensure all processes run smoothly during peak periods and escalating issues when needed.
- Act as the first point of contact for fundraisers, donors, online-shop customers and potential partner enquiries.
- Deliver outstanding customer service and provide detailed, accurate information by telephone, letter, e-mail and via social media.
- Record all interactions accurately and clearly in our supporter database and refer appropriate enquiries.
- Protect the Charity’s reputation and act as a champion for the BBC’s UK Charity.
YOUR SKILLS AND EXPERIENCE:
ESSENTIAL CRITERIA:
- Strong organisational skills, ideally with experience in logistics coordination, scheduling or managing moving parts across multiple teams.
- Full UK driving licence and ability to use suitable transport to safely move and check large items between locations, maintaining high standards of care and presentation.
- Proven customer service, administration or fundraising experience with excellent communication skills.
- A genuine team player who can contribute effectively to the team as well as the ability to work independently with acute attention to detail and experience of working to tight deadlines.
- Experience of working with MS Office and social media platforms.
- Experience of keeping track of a large number of projects and stakeholders simultaneously.
DESIRED BUT NOT REQUIRED:
- Experience working with couriers, storage providers or similar operational partners or transferable skills.
- Familiarity with CRM data systems.
- Previous experience in a charity or not-for-profit organisation.
- Experience with handling difficult conversations with supporters or customers.
If you can bring some of these skills and experience, along with transferable strengths, we’d love to hear from you and encourage you to apply.
Disclaimer: This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and to a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.
Please note: If you were to be offered this role, the BBC will conduct Employment screening checks which include Reference checks; Eligibility to work checks; and if applicable to the role, Safeguarding and Adverse media/Social media checks. Any offer made is conditional on these checks being satisfactory. Before your start date, you may need to disclose any unspent convictions or police charges, in line with our Recruitment policy. This allows us to discuss any support you may need and assess any risks. Failure to disclose may result in the withdrawal of your offer.
Redeployment: The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk.
Equality, diversity and inclusion: We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We want to attract the broadest range of talented people to join us. Find out more about diversity, inclusion and belonging in our strategy below. We are a disability confident employer. If you need to discuss adjustments or access requirements for the interview process, or to carry out this role, please contact us via email and we’d be happy to discuss: reasonable.adjustments@bbc.co.uk
Supporter Experience Ast -Suit Logistics in Eccles employer: BBC Group and Public Services
Joining BBC Children in Need as a Supporter Experience Assistant offers you the chance to make a meaningful impact while working in a supportive and collaborative environment. Located in Dock House, Salford, you'll benefit from a culture that prioritises employee growth and inclusivity, alongside competitive salary packages and flexible working arrangements during peak periods. This role not only allows you to contribute to a vital cause but also provides opportunities to learn from various teams within the charity, enhancing your professional development.
Contact Details:
BBC Group and Public Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Experience Ast -Suit Logistics in Eccles
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BBC Group and Public Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BBC Group and Public Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Supporter Experience Ast -Suit Logistics in Eccles
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BBC Group and Public Services:Your cover letter is your chance to shine! Tell us why you want to work at BBC Group and Public Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BBC Group and Public Services!
How to prepare for a job interview at BBC Group and Public Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
