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For Companies At a Glance
- Tasks: Provide world-class customer support and navigate clients to the best solutions.
- Company: Join RNIB, a leading charity supporting nearly two million people with sight loss.
- Benefits: Enjoy 26 days holiday, enhanced family benefits, and a generous pension scheme.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Flexible hybrid working with opportunities for personal growth and development.
The predicted salary is between 24320 - 24320 £ per year.
Overview
RNIB – Helpline and Customer Care Officer
Location: Hybrid, 2 days in Peterborough Office per week
Hours per week: 35 hours
Salary: £24,320 per annum
Contract: Permanent
We are the Royal National Institute of Blind People (RNIB) and we are here for everyone affected by sight loss. Working for us means working for one of the UK\’s biggest charities, supporting almost two million people living with sight loss in the UK.
Job description
We are looking for a dedicated and empathetic individual with experience in a customer services environment. The ideal candidate will have a proven track record of dealing with omni-channel communications and being the first point of contact within an organisation. You should be computer literate with knowledge of Customer Relationship Management (CRM) systems and possess excellent communication skills, both written and verbal.
The ability to develop supportive relationships with colleagues and volunteers, organise your time effectively, and handle a wide range of enquiries is essential. Additionally, you should be able to maintain a calm presence when dealing with distressed or angry customers.
In this highly rewarding role, you will provide a world-class customer experience by offering information and support tailored to each individual\’s needs. As the first point of contact, you will navigate customers to the best solutions, ensuring they receive the help they need, when they need it. You will engage with customers across various omni-channel platforms, demonstrating empathy and understanding, while providing resolutions where possible. When necessary, you will signpost or make direct referrals to appropriate services.
Your role will empower customers by offering them choices throughout their experience, keeping them connected with RNIB Eye Care Support Services. You will also share information about the work we do and how they can support our cause, helping to build a strong relationship with both new and existing supporters. Striving for excellence in every interaction, you will continuously assess your performance and processes, proactively identifying opportunities for improvement to enhance the customer experience.
To succeed in this role, you will need
- Experience in a customer services environment, dealing with omni-channel communications.
- Experience as the first point of contact within an organisation.
- Computer literacy with knowledge of CRM systems.
- Effective communication skills, including a clear and friendly telephone manner.
- The ability to actively listen to customers and identify their unstated needs.
- The ability to develop supportive relationships with colleagues and volunteers.
- Strong organisational skills and flexibility to meet customer needs.
- High accuracy and attention to detail in customer correspondence.
- The ability to deliver sensitive and confidential information to a wide audience.
- Experience in dealing with distressed or angry customers while maintaining a calm presence.
What We Offer
RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 26 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over 800 retailers.
For more information on our available benefits, please visit our Benefits of Working at RNIB page.
How to Apply
If you would like to apply for this opportunity, please apply online by uploading your CV and answering the questions on the application form.
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Helpline and Customer Care Officer employer: Royal National Institute of Blind People
Contact Detail:
Royal National Institute of Blind People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpline and Customer Care Officer
✨Tip Number 1
Get to know the RNIB inside out! Familiarise yourself with their mission and values, especially how they support those affected by sight loss. This will help you connect with the team and show your genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact, role-play different customer scenarios with friends or family. This will help you stay calm and collected when dealing with distressed customers.
✨Tip Number 3
Show off your CRM knowledge! Brush up on any relevant systems you’ve used before and be ready to discuss how you’ve used them to improve customer interactions. It’s all about demonstrating your tech-savvy side!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the RNIB team. Don’t forget to tailor your CV to highlight your customer service experience!
We think you need these skills to ace Helpline and Customer Care Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpline and Customer Care Officer role. Highlight your customer service experience and any relevant CRM knowledge to show us you’re the perfect fit!
Showcase Your Communication Skills: Since communication is key in this role, use clear and friendly language in your application. We want to see how you can convey empathy and understanding right from the start!
Be Specific in Your Answers: When filling out the application form, provide specific examples of how you've handled customer enquiries or difficult situations in the past. This helps us understand your approach and problem-solving skills.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this rewarding opportunity with RNIB.
How to prepare for a job interview at Royal National Institute of Blind People
✨Know Your Customer Care Basics
Make sure you brush up on your customer service skills before the interview. Understand the key principles of providing excellent support, especially in a helpline context. Be ready to share examples from your past experiences where you successfully handled customer queries or complaints.
✨Familiarise Yourself with RNIB
Do some research on the Royal National Institute of Blind People and their mission. Knowing about their services and how they support individuals with sight loss will show your genuine interest in the role and help you connect better during the interview.
✨Practice Empathy in Your Responses
Since empathy is crucial for this role, think about how you can demonstrate this in your answers. Prepare scenarios where you had to deal with distressed customers and explain how you managed to stay calm and supportive while resolving their issues.
✨Showcase Your Communication Skills
As communication is key in this position, practice articulating your thoughts clearly and confidently. You might want to do mock interviews with friends or family, focusing on maintaining a friendly tone and active listening, which are essential for a helpline role.
