At a Glance
- Tasks: Lead a dynamic team to provide exceptional customer service and support for RNLI supporters.
- Company: Join the RNLI, a charity dedicated to saving lives at sea.
- Benefits: Be part of a mission-driven organisation with a focus on teamwork and community impact.
- Other info: Inclusive workplace valuing diversity and offering growth opportunities.
- Why this job: Make a real difference by nurturing relationships and helping save lives.
- Qualifications: Experience in fundraising, excellent communication skills, and team management required.
The predicted salary is between 30000 - 40000 £ per year.
The Supporter Experience Lead role is responsible for the day to day running of this high performing and busy team in an ever-changing environment. This role saves lives at sea by leading a team who provide exceptional and professional customer service to all RNLI supporters and enquirers, reactive and proactive engagement, nurturing relationships, growing income and helping to ensure that the RNLI is the most loved and best supported charity.
Responsibilities
- Responsible for the overall day to day running of the Supporter Experience Team.
- Responsible for resource planning for all current campaigns, liaising with stakeholders.
- Responsible for quality monitoring of work across the team.
- Deputising for the Supporter Experience Manager in their absence.
- Establishing and maintaining a working knowledge of processes and procedures across the team.
What we are looking for
The person we are looking for will be an experienced fundraiser with excellent communication skills and proven experience within a contact centre/face to face environment. You will have a passion for people and always be looking to go the extra mile to help our supporters and staff. Previous experience of people management along with complaint resolution is essential, along with knowledge of resource management. You will be a real team player and be able to work closely both with your Experience team colleagues and with other stakeholders across the organisation.
Desirable experience and skills
- Proven experience of working in a contact centre, and in a pressurised and varied environment.
- Excellent customer service skills with a positive can-do attitude.
- Proactive team approach, attention to detail, and strong verbal and written communication skills.
- Experience of working in a fundraising environment is beneficial, as would working knowledge of databases.
Requirements
- Educated to GCSE standard, or equivalent – English essential.
- NVQ Level 2 Customer Service skills, or equivalent (desirable).
- Proven customer service skills.
- Proven experience of managing a team is essential.
- Experience of working in a fundraising environment would be beneficial, as would working knowledge of databases.
This is a demanding role that requires a high level of stakeholder relationship management, organisational skills, and attention to detail. If you are passionate about customer service, a great leader and superb at people management, apply today and help us to ensure that the RNLI has the support it needs to keep saving lives now and in the future.
At the RNLI, our selfless lifesavers are powered by the very best technology and, to do this, we rely on the kind donations and support given by RNLI supporters, enquirers, and volunteers. It is the role of the Supporter Experience team to provide exceptional and professional customer service, turning every interaction into a positive experience that strengthens relationships and ensures the RNLI is the most loved and best supported charity. 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.
Supporter Experience Lead in Poole employer: Royal National Lifeboat Ins titution (RNLI)
The RNLI is an exceptional employer that prioritises the well-being and development of its staff while making a significant impact in saving lives at sea. With a strong commitment to diversity and inclusion, employees are encouraged to grow within a supportive work culture that values teamwork and proactive engagement. Located in a dynamic environment, the Supporter Experience Lead role offers unique opportunities to lead a passionate team dedicated to providing outstanding customer service and nurturing relationships with supporters, ensuring the RNLI remains a beloved charity.
Contact Details:
Royal National Lifeboat Ins titution (RNLI) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Experience Lead in Poole
✨Get Involved Locally
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Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Royal National Lifeboat Ins titution (RNLI).
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Royal National Lifeboat Ins titution (RNLI).
✨Utilise Online Platforms
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We think you need these skills to ace Supporter Experience Lead in Poole
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Royal National Lifeboat Ins titution (RNLI). Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Supporter Experience Lead, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Royal National Lifeboat Ins titution (RNLI)
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Royal National Lifeboat Ins titution (RNLI). Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
