At a Glance
- Tasks: Support the care team by providing excellent customer service and processing donations.
- Company: Join a compassionate charity dedicated to making a difference in the community.
- Benefits: Flexible hours, meaningful work, and the chance to build relationships with supporters.
- Other info: Opportunity to grow within a supportive environment and contribute to a noble cause.
- Why this job: Be the first point of contact for supporters and make a real impact in people's lives.
- Qualifications: Experience in customer service, data entry, and proficiency in Microsoft Excel.
The predicted salary is between 31500 - 38500 £ per year.
Hours: No fixed hours but the role requires flexibility.
About the role
The Job holder will play an essential role to act and support the Support care team by acting as the first point of contact for supporters, donors, volunteers, and members of the public. This role is responsible for delivering a consistently high standard of customer service, ensuring that every interaction is welcoming, professional, and reflects ellenor’s values of compassion, respect, and excellence.
The post holder plays a pivotal part in building and maintaining positive relationships with supporters by responding to enquiries with empathy and efficiency across a variety of communication channels. They are responsible for processing donations efficiently and promptly, maintaining the integrity of supporter data within the CRM system, and ensuring all records are up to date and compliant with data protection requirements.
Key responsibilities for the role include:
- Process all donations (cash, cheques, cards, Direct Debits, vouchers) in Donorflex within SLAs and reconcile income with accounts and bank statements.
- Import standing orders, Direct Debits, and event sign-ups while maintaining accurate supporter records and high data quality.
- Batch and bank donations promptly, update supporter details, and ensure correct income coding with Fundraising and Finance teams.
- Process Gift Aid declarations and proactively confirm Gift Aid status with supporters.
- Ensure timely, personalised thank-you communications, referencing previous gifts or engagement history where possible.
- Proactively engage with active and lapsed supporters via phone, email, and post to strengthen relationships, understand motivations, and identify potential major or legacy donors.
- Be the first point of contact for Fundraising queries, responding warmly, handling sensitive inquiries with empathy, and directing supporters appropriately.
This list is not intended to be exhaustive.
About you:
We are looking for someone who has:
- Experience of data entry and advanced proficiency in Excel and Microsoft packages.
- Demonstratable experience of delivering excellent supporter care/customer service within a similar role.
- Office and administration experience.
- Proven ability to manage sensitive inquiries with empathy.
- Experience within the charity sector, financial administration, and ensuring data accuracy and integrity (desirable).
- Experience with data importation and using a CRM (desirable).
The post is subject to a DBS clearance.
UK Immigration: ellenor is not currently offering sponsorship to candidates under the Skilled Worker visa route in the UK. This decision is a consequence of the changes made to the Skilled Worker route by the UK Government in April 2024. We continue to welcome applications from candidates who are eligible for alternative immigration routes in the UK, that do not require sponsorship as a Skilled Worker now or in future.
Flexibank Admin in Gravesend employer: Ellenor Lions
Ellenor is an exceptional employer that fosters a supportive and collaborative work culture, where every team member plays a vital role in making a difference in the community. With a commitment to employee growth, we offer training opportunities and a flexible part-time schedule, allowing you to balance your professional and personal life while contributing to a meaningful cause. Located in Gravesend, our hospice shop provides a unique environment where you can lead a passionate team and drive sales, all while enjoying competitive benefits including a pension.
StudySmarter Expert Advice🤫
We think this is how you could land Flexibank Admin in Gravesend
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Ellenor Lions and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Ellenor Lions and let us see your personality shine through!
We think you need these skills to ace Flexibank Admin in Gravesend
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Ellenor Lions.
Get Familiar with Our Brand:Before applying, take some time to learn about Ellenor Lions and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Ellenor Lions
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Ellenor Lions.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Ellenor Lions will surely appreciate.
