Data Coordinator (Remote)

Job Title: Member and Supporter Experience Coordinator Team: Member and Supporter Experience Location: Hybrid (split between home-working and London), 1 day minimum a week in office Salary on appointment: £This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role.This role is a full-time role, but we are open to part-time applicants happy to do a job-share. Context and purpose of role At the heart of the Ramblers lies our community of over 100,000 members and supporters, enabling us to fulfil our charitable mission across the length and breadth of Great Britain. This role is pivotal in ensuring the delivery of excellent supporter service, coaching and empowering the Member and Supporter Experience Officers to meet the needs of our supporters. As a key point of contact for internal teams, you will traffic-control workloads, ensure smooth project delivery, and act as a champion for supporters across the organisation. Team Leadership and Coaching Provide day-to-day guidance and supervision for Member and Supporter Experience Officers, ensuring workloads are evenly distributed, priorities are clear, and deadlines are met. Coach and support Member and Supporter Experience Officers, providing the skills and knowledge to deliver excellent supporter service through tailored training and coaching Support the monitoring of quality and productivity using satisfaction ratings, and performance measures. Take remedying actions, such as further training or support, in consultation with the Head of Member and Supporter Experience. Co-ordinate key business project delivery within Supporter Care, liaising with other teams, coaching the team, and supporting delivery. Supplier and Project Management Manage relationships with key suppliers, including Elovate, our payment processor, and fulfilment centre. Be responsible for briefing them on new projects and setting up procedures. Monitor supplier SLAs and performance measures, ensuring consistently high standards. Manage projects with third-party suppliers to time and budget. Operational Oversight Oversee the scheduling and management of team rotas, ensuring adequate coverage for incoming enquiries, including peak periods and project delivery deadlines. Support the induction and onboarding of new team members, ensuring they are equipped with the knowledge and tools to excel in their roles. Act as the first point of contact for incoming requests from other teams and campaign briefings, managing the team’s workload and rota. Develop and maintain a framework for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Regularly review the quality of interactions handled by team members (e.g., Cross-Team Collaboration and Advocacy Work closely with teams across the organisation to build and maintain knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements. Attend project planning meetings to ensure high-quality supporter care and brief the Supporter Care Team on new projects. Continuous Improvement Monitor performance and implement actions to drive continuous improvement. Recommend process improvements for key systems, such as the inbound enquiry system and CRM, in consultation with stakeholders. Proactively identify training needs for team members based on performance trends, and coordinate tailored training sessions to address gaps. Volunteer and Digital Engagement Manage office volunteers, ensuring they feel valued and supported to carry out their tasks effectively. Input into the development of new digital products (e.g., website and mobile) to enhance membership value and support volunteer-led recruitment and retention efforts. Strong interpersonal and supervisory skills, with the ability to provide clear guidance, constructive feedback, and coaching to team members. Strong numerical skills and the ability to use and interpret data. Ability to adapt style, tone and content to a relevant audience. Experience in working with CRMs (e.g. Salesforce), customer care ticket systems (e.g. Zendesk or Service-cloud) and telephone management systems (e.g. Desirable: Experience supporting and supervising teams in a customer or supporter-focused environment, including managing workloads and maintaining quality standards. Interest in walking and/or being an advocate for the outdoors and natural environment. Experience in managing knowledge, learning and/or training in a supporter or customer facing environment Experience working within or alongside fundraising or membership teams. Experience in working with volunteers, with an understanding of volunteer motivations and needs Knowledge of relevant regulatory and legal requirements that impact charities. Empathetic and patient, with a genuine desire to help members and supporters. Adaptable and flexible in a fast-paced environment. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We channel our passion and ambition so others are moved to help us achieve our mission. Remote Status: hybrid