At a Glance
- Tasks: Lead a team to provide top-notch customer service and support RNLI's lifesaving mission.
- Company: Join the RNLI, a charity dedicated to saving lives at sea.
- Benefits: Gain valuable experience in a supportive environment with a focus on personal growth.
- Other info: Diverse and inclusive workplace committed to safeguarding and community impact.
- Why this job: Make a real difference while developing your leadership and customer service skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 31500 - 38500 £ per year.
About Us
Our purpose is simple: to save lives at sea. 24 hours a day, every day, RNLI lifesavers are ready to launch to the rescue.
We’re looking for a Supporter Experience Supervisor to join our existing team where the main role is to provide excellent customer service to all RNLI supporters and enquirers along with supporting the team to ensure the RNLI is the most loved and best supported charity.
Your role
- Line management of the Supporter Experience Officers.
- Assisting with the quality monitoring, training, and development of the team.
- Assist, when necessary, with the main experience duties to ensure the team meet both engagement and stewardship targets to agreed deadlines as well as delivering against performance indicators and service level agreements.
- Handling complex supporter enquiries, correspondence and complaints with empathy, professionalism, and a commitment to achieving positive outcomes.
- Maintain working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment.
About You
You will have proven line management experience with excellent customer service skills ideally with a Contact centre background.
You will also have experience of working within a pressurised and varied environment.
Experience of complaint resolution is also essential along with a proactive team approach, attention to detail, and strong verbal and written communication skills.
- Educated to GCSE standard, or equivalent – English essential.
- Proven customer service skills.
- Experience in working people management.
- Contact Centre experience desirable
- Experience of working in a fundraising environment would be beneficial, as would a working knowledge of databases.
- Other organisations may call this role Call/Contact Centre Team Leader
So, as a Supporter Experience Supervisor you might have experience in a sales or a customer service environment working with databases and working to targets.
If you want to see how your skills and your love of customer service support’s our organisation’s aim to reduce drowning, this could be the role for you.
Safeguarding
The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect.
We expect all employees and volunteers to share this commitment and have a zero-tolerance approach.
The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment.
This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).
Diversity at the RNLI
Our staff and volunteers have been saving lives at sea without prejudice for 200 years.
We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service.
We are an inclusive organisation and welcome applications from everyone.
In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards
Our
Vision: To save Every One.
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Supporter Experience Supervisor - Temporary (up to Sep 2027) in Poole employer: RNLI
The Royal National Lifeboat Institution (RNLI) is an exceptional employer, offering a unique opportunity to contribute to a life-saving mission while enjoying a supportive and collaborative work culture. With a focus on employee growth and development, RNLI provides comprehensive training and career advancement opportunities, all within a flexible hybrid working model based in the beautiful city of Perth. Join us to make a meaningful impact in your community and beyond!
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Experience Supervisor - Temporary (up to Sep 2027) in Poole
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like RNLI.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like RNLI. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Supporter Experience Supervisor - Temporary (up to Sep 2027) in Poole
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to RNLI.
How to prepare for a job interview at RNLI
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in RNLI's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services RNLI offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
