Member and Supporter Experience Coordinator - hybrid
Member and Supporter Experience Coordinator - hybrid

Member and Supporter Experience Coordinator - hybrid

London Full-Time 26887 - 32000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead and support a team to enhance member and supporter experiences.
  • Company: Join the Ramblers, a community-focused charity with over 100,000 members across Great Britain.
  • Benefits: Enjoy hybrid work flexibility and a supportive team environment.
  • Why this job: Make a real impact by improving supporter services and fostering community engagement.
  • Qualifications: 2+ years in customer care, strong leadership, and communication skills required.
  • Other info: Open to part-time applicants; embrace your passion for the outdoors!

The predicted salary is between 26887 - 32000 £ per year.

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 in London Bridge.

This role is open to both full-time applicants and part-time applicants, happy to do a job-share.

*This role sits within a pay grade with a pay range of £26,887 to £42,371. The salary on appointment will be set at the lower end of the pay range, to a maximum of £34,629 depending on the candidate\\\\\\\’s skills and experience. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role.

Please note that interviews will be held on the 20th March in person.

It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.

We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people.

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. You will play a key role in fostering a positive experience for supporters, managing relationships with third-party suppliers, and driving continuous improvements across processes and systems. 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.

We are looking for someone with experience in working in high in-bound volume (calls/emails) supporter or customer service environments . The candidate must have experience in handling multiple enquiries across different channels and ideally in coaching, mentoring or supervising others.

Key Responsibilities:

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.
  • Lead regular check-ins and team huddles to review progress, share updates, and address any challenges or blockers, in consultation with the Head of Member and Supporter Experience.
  • 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 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.
  • Proactively identify new solutions or efficiencies to improve working practices.
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.
  • Provide KPIs on request from the Head of Member and Supporter Experience. Deliver KPI, SLA and insight reporting that drives better decision-making.
High standard supporter care
  • Support the team daily in answering incoming enquiries as part of the role.
  • 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. Where needed, work with relevant managers in other teams to develop solutions.
  • Regularly review the quality of interactions handled by team members (e.g., through spot-checking emails, calls, and case resolutions), offering constructive feedback and suggestions for improvement.
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.
  • Act as an ambassador for members and supporters across the organisation, sharing insights with colleagues.
  • Maintain strong relationships across the Ramblers , including Ramblers Cymru and Scotland, ensuring the team delivers a high standard of service aligned with organisational priorities.
  • Attend project planning meetings to ensure high-quality supporter care and brief the Supporter Care Team on new projects.
Continuous Improvement
  • Demonstrate a proactive approach to improving processes, reducing response times and enhancing supporter satisfaction.
  • 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.
Other
  • Undertake such other duties as may be reasonably required of the post

The Person

Knowledge, Skills and Experience

Essential:

Experience in working in a high in-bound volume (emails/call) customer or supporter experience environment

Strong interpersonal and supervisory skills, with the ability to provide clear guidance, constructive feedback, and coaching to team members.

A high standard of organisational skills with the ability to effectively prioritise and manage own workload.

Excellent interpersonal and communication skills, including the ability to write to a high standard.

Strong numerical skills and the ability to use and interpret data.

Ability to adapt style, tone and content to a relevant audience.

Experience delivering excellent supporter or customer care (minimum 2 years’)

A team player, able to develop collaborative, strong and effective working relationships.

Innovative and solutions-focussed with the ability to build knowledge and learn new skills.

  • Proven experience using a CRM and customer service management systems (e.g. Salesforce) to manage and analyse supporter interactions.
  • 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 in a supporter-focused, fundraising or membership-based environment is a plus. Candidates from subscription-based services are also encouraged to apply.
  • Experience in providing insight and reporting in a supporter or customer facing environment.
  • Experience in working with volunteers , with an understanding of volunteer motivations and needs
  • Knowledge of relevant regulatory and legal requirements that impact charities.
  • Experience working with third party suppliers.
Desirable:

Personal Attributes

  • A team player, develop collaborative, strong and effective working relationships.
  • Empathetic and patient, with a genuine desire to help members and supporters.
  • Positive and professional attitude.
  • Proactive and self-motivated with the ability to work independently.
  • Adaptable and flexible in a fast-paced environment.
  • Strong sense of responsibility and accountability.
  • Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors.

Values and Behaviours

Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. 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 make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.

Inspiring

We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission.

Empowering

We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action.

Responsible

We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.

Remote Status: hybrid

Member and Supporter Experience Coordinator - hybrid employer: The Ramblers Association

At the Ramblers, we pride ourselves on being an exceptional employer that values inclusivity, empowerment, and personal growth. Our hybrid work model allows for flexibility while fostering a collaborative and supportive team culture in our London office. With opportunities for professional development, a commitment to high-quality supporter care, and a shared passion for the outdoors, joining us means becoming part of a community dedicated to making a meaningful impact.
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Contact Detail:

The Ramblers Association Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Member and Supporter Experience Coordinator - hybrid

✨Tip Number 1

Familiarize yourself with the Ramblers' mission and values. Understanding what drives our community will help you connect with the role and demonstrate your passion for supporting our members and supporters during the interview.

✨Tip Number 2

Highlight your experience in team leadership and coaching. Be prepared to share specific examples of how you've successfully guided teams in delivering excellent customer care, as this is a key responsibility of the role.

✨Tip Number 3

Showcase your ability to manage relationships with third-party suppliers. Discuss any relevant experiences where you have effectively communicated project requirements and ensured high standards of service.

✨Tip Number 4

Demonstrate your commitment to continuous improvement. Be ready to talk about how you've identified training needs or process improvements in previous roles, as this aligns with our goal of enhancing supporter experiences.

We think you need these skills to ace Member and Supporter Experience Coordinator - hybrid

Interpersonal Skills
Supervisory Skills
Organizational Skills
Communication Skills
Numerical Skills
Data Interpretation
Customer Care Experience
Team Collaboration
CRM Experience (e.g. Salesforce)
Customer Care Ticket Systems (e.g. Zendesk)
Telephone Management Systems (e.g. CloudCall)
Coaching and Training Skills
Project Management
Supplier Relationship Management
Performance Monitoring
Continuous Improvement Mindset

Some tips for your application 🫡

Tailor Your CV: Make sure to customize your CV to highlight relevant experience in supporter or customer care. Emphasize your supervisory skills and any experience with CRMs or customer care ticket systems.

Craft a Compelling Cover Letter: In your cover letter, express your passion for the outdoors and how it aligns with the values of the Ramblers. Highlight your interpersonal skills and provide examples of how you've successfully coached or supported team members in the past.

Showcase Your Communication Skills: Since excellent communication is essential for this role, ensure that your application materials are well-written and free of errors. Use clear and concise language to convey your ideas effectively.

Demonstrate Your Problem-Solving Abilities: Include specific examples in your application that showcase your innovative and solutions-focused mindset. Describe situations where you identified improvements or efficiencies in processes and how you implemented them.

How to prepare for a job interview at The Ramblers Association

✨Show Your Interpersonal Skills

Since this role requires strong interpersonal skills, be prepared to demonstrate how you've effectively communicated and built relationships in previous positions. Share specific examples of how you've coached or supported team members.

✨Highlight Your Organisational Abilities

Discuss your experience in managing workloads and prioritising tasks. Provide examples of how you've successfully overseen projects or team schedules, ensuring that deadlines are met and quality standards are maintained.

✨Demonstrate Your Customer Care Experience

With a focus on supporter care, be ready to talk about your past experiences in delivering excellent customer service. Highlight any metrics or feedback that showcase your ability to enhance supporter satisfaction.

✨Emphasise Your Problem-Solving Skills

This role involves continuous improvement and innovation. Prepare to discuss situations where you've identified issues and implemented effective solutions, particularly in relation to processes or team dynamics.

Member and Supporter Experience Coordinator - hybrid
The Ramblers Association
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  • Member and Supporter Experience Coordinator - hybrid

    London
    Full-Time
    26887 - 32000 £ / year (est.)

    Application deadline: 2027-04-13

  • T

    The Ramblers Association

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