At a Glance
- Tasks: Be the friendly voice for supporters, helping with enquiries and processing donations.
- Company: Join Help for Heroes, a charity dedicated to supporting veterans and their families.
- Benefits: Enjoy 29 days of annual leave, health perks, and a generous pension scheme.
- Other info: Hybrid work model with opportunities for personal growth and community involvement.
- Why this job: Make a real difference in people's lives while working in a supportive team.
- Qualifications: Strong communication skills and a passion for excellent customer service are essential.
The predicted salary is between 28800 - 42000 £ per year.
Location: Hybrid - Home-based / Downton Offices (must live within a 20-mile radius of SP5 3RB)
Hours: Full time, 35 hours per week
Contract: Permanent
Help for Heroes is looking for a compassionate, proactive Supporter Care Advisor to become the first point of contact for our incredible supporters, veterans and members of the public.
About the Role
As a Supporter Care Advisor, you will play an important role in ensuring every supporter receives a positive and professional experience when engaging with Help for Heroes. Acting as the first point of contact for many enquiries, you will respond to supporters and members of the public across a range of channels including phone, email, post and social media. You will manage enquiries from start to resolution, ensuring responses are handled within agreed service levels while maintaining accurate records on internal systems. You’ll also support the charity’s Helpline, responding to calls with empathy and professionalism while documenting outcomes and following safeguarding procedures. Alongside responding to enquiries, you will process donations, promote Gift Aid and support supporters who are fundraising for the charity. You will help ensure supporters feel valued and recognised for the role they play in supporting veterans and their families. This role also supports the smooth running of wider operations within the organisation. At times this may include assisting with supporter communications, dispatching information packs, supporting fundraising events, and helping with office or warehouse tasks at the Downton office when required.
About You
Are you passionate about providing excellent customer service and creating positive experiences for people? Do you enjoy communicating with empathy and professionalism while supporting people with a wide range of enquiries? We are looking for someone who is organised, proactive and able to manage multiple enquiries in a fast-paced environment. You will have strong communication skills and enjoy building positive relationships with supporters while representing the charity’s values. You will also be confident using Microsoft Office tools and able to work remotely with access to a suitable workspace. Previous experience delivering excellent customer service and managing enquiries across multiple channels would be highly beneficial.
In return we can offer you:
- Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
- 29 days’ annual leave plus 8 bank holidays, regardless of service - plus your birthday off to celebrate! (pro-rata)
- Opportunity to buy and sell up to 5 days annual leave per year (pro-rata)
- Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
- 3 volunteer days per year to support the Help for Heroes community.
- A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.
Please note: We may close this vacancy early should we receive a high volume of strong applications. We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.
Supporter Care Advisor in Salisbury employer: Help for Heroes
Help for Heroes is an exceptional employer that prioritises the well-being of its employees while making a significant impact in the community. With a strong focus on equality, diversity, and inclusion, we offer generous benefits such as 29 days of annual leave, a health scheme from day one, and opportunities for personal growth through volunteer days. Our hybrid work model allows for flexibility, ensuring that our Supporter Care Advisors can thrive both at home and in our welcoming Downton office environment.
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Care Advisor in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Help for Heroes. 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 Help for Heroes 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 Care Advisor in Salisbury
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 Help for Heroes:Your cover letter is your chance to shine! Tell us why you want to work at Help for Heroes 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 Help for Heroes!
How to prepare for a job interview at Help for Heroes
✨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.
