At a Glance
- Tasks: Engage with supporters, respond to enquiries, and enhance their experience with the Ramblers.
- Company: Join the Ramblers, a community-focused organisation dedicated to walking for everyone.
- Benefits: Competitive salary, hybrid working, and valuable hands-on experience.
- Other info: Dynamic role with opportunities for personal growth and teamwork.
- Why this job: Make a real difference by supporting and connecting with our passionate community.
- Qualifications: Strong communication skills and a desire to help others.
The predicted salary is between 25813 - 28394 £ per year.
Team: Member and Supporter Experience
Location: Hybrid (split between home-working and London. London attendance on Tuesdays)
Duration: 3 months (2 July – 6 October)
Context and purpose of role
At the Ramblers, we are committed to providing our supporters with the very best experience possible, placing the Member and Supporter Experience Team at the heart of our operations. The team acts as the first line of support for members and supporters, responding to enquiries, managing interactions, and deepening engagement with the Ramblers. This short-term placement provides hands-on experience in delivering excellent supporter service at the Ramblers. The postholder will support the Member and Supporter Experience team in responding to enquiries, maintaining supporter data, and contributing to improvements in the supporter journey.
Key responsibilities
- Supporter Engagement
- Respond to supporter enquiries via phone, letter, email and social media in a timely and professional manner, and with professionalism, empathy and attention to detail.
- Escalate complex, safeguarding and complaint-related enquiries appropriately.
- Listen and respond to the needs of each supporter, understanding their motivations and experiences to foster long-term relationships.
- Acknowledge and thank donations and other payments in a timely and personalised manner.
- Payment processing
- Process and manage in-bound financial payments in an accurate and timely manner.
- Investigate and resolve any payment issues, liaising with supporters and the payment processor as needed.
- Data integrity and CRM Management
- Maintain accurate records of interactions, transactions, comments, and complaints in the CRM system in accordance with data protection and Gift Aid Legislation.
- Support key supporter administration tasks (e.g. welcome pack data send).
- Problem-solving and complaints handling
- Investigate and resolve low-level issues or complaints, liaising with other colleagues as required and keep supporters informed throughout the process.
- Handle complex technical enquiries related to our digital tools such as app, website, insight hub, with support from the team.
- Manage feedback and complaints, following established procedure with a focus on turning negative experiences into positive ones.
- Volunteer support
- Provide support to office volunteers, ensuring they feel valued and supported to carry out their tasks effectively.
- Other
- Undertake such other duties as may be reasonably required of the post.
- Engage and proactively develop excellent working relationships across the organisation.
The person
Knowledge, Skills and Experience
- Essential:
- A high standard of organisational, interpersonal and communication skills.
- An excellent telephone manner.
- An ability to maintain high levels of accuracy at all times.
- Ability to adapt style, tone and content to provide a tailored service to supporters.
- Ability to show initiative and determination to investigate and solve complex enquiries.
- Excellent time management and organisational skills enabling you to plan and prioritise incoming workloads to SLAs set.
- Desirable:
- Experience of working in a busy customer/supporter service environment.
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.
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.
Member and Supporter Engagement Officer (Summer placement - immediate start) employer: THE RAMBLERS
At the Ramblers, we pride ourselves on being an excellent employer that values inclusivity, empowerment, and responsibility. Our hybrid work model allows for flexibility while fostering a collaborative environment in London, where you can engage directly with our passionate team. This summer placement offers not only hands-on experience in supporter engagement but also opportunities for personal growth and development within a mission-driven organisation dedicated to making walking accessible for everyone.
StudySmarter Expert Advice🤫
We think this is how you could land Member and Supporter Engagement Officer (Summer placement - immediate start)
✨Get Involved with Local Initiatives
Dive into your community by volunteering for local nonprofits. It’s a fantastic way to meet people in the social impact space, learn about ongoing projects, and get your foot in the door. Plus, it looks great on your placement applications!
✨Attend Networking Events
Keep an eye out for networking events, workshops, or conferences focused on social impact. These gatherings are gold mines for connections and often feature organisations like THE RAMBLERS that are actively seeking placements. Don't forget to bring your enthusiasm and genuine interest in their mission!
✨Leverage University Career Services
Your university career services can be a treasure trove for placement opportunities. They often have partnerships with organisations looking for fresh talent. Make sure to ask about specialised job boards or upcoming fairs in the nonprofit sector.
✨Showcase Your Passion Online
Create a blog or share posts on social media about causes you care about. This not only enhances your visibility but can attract the attention of organisations like THE RAMBLERS. They’ll appreciate your initiative and commitment to social impact when you apply for your placement!
We think you need these skills to ace Member and Supporter Engagement Officer (Summer placement - immediate start)
Some tips for your application 🫡
Show Your Passion for Social Impact:When applying for a Member and Supporter Engagement Officer (Summer placement - immediate start) in the nonprofit sector, make sure your cover letter reflects your genuine passion for social change. Talk about any volunteer work, projects, or causes you've been involved in that align with THE RAMBLERS’s mission—this shows us that you’re not just looking for any placement, but that you care about making a difference.
Highlight Relevant Experience:In the nonprofit world, experience speaks volumes. Be sure to include any relevant internships, volunteer positions, or coursework that demonstrates your commitment and skills in social impact projects. Use bullet points in your CV to list your achievements clearly and quantify them where possible to show the real impact of your work.
Tailor Your Application Specifically to THE RAMBLERS:We want to see that you've done your homework on THE RAMBLERS! Personalise your application by mentioning specific programmes or initiatives that excite you. It’s a great way to show us that you’re not sending a generic application, but that you truly want to be part of our mission and values.
Reflect on Your Learning Goals:As you’re applying for a placement, think about what you want to learn and gain from the experience. Include a brief section in your cover letter about what skills or knowledge you’re hoping to develop during your time with us. This shows proactive thinking and a readiness to grow within the social impact sector!
How to prepare for a job interview at THE RAMBLERS
✨Spotlight on Passion for Social Impact
When you're interviewing for a placement in the nonprofit sector like with THE RAMBLERS, we want to convey our genuine passion for social issues. Be ready to share specific examples of how you've engaged with social impact projects in the past, whether through volunteering, campaigns, or coursework. This isn't just about ticking boxes; it's about showing how your heart's in it!
✨Prepare for Real-World Scenarios
In a nonprofit interview, especially for a placement, we might encounter real-world scenarios or case studies. Get prepared to answer questions based on actual challenges that organisations face, like budget cuts or community outreach dilemmas. Show how you'd approach these situations creatively and resourcefully.
✨Show Off Your Collaboration Skills
Nonprofit work is all about teamwork. Highlight experiences where you’ve collaborated with diverse groups or worked on team-led projects. We want to demonstrate our ability to navigate different perspectives and unify them towards a common goal, which is crucial in social impact initiatives.
✨Dress Smart, Be Approachable
While we're not aiming for corporate stiffness, it's important to strike a balance in our attire. Dressing smart but approachable can help us connect with the interviewer at THE RAMBLERS. Remember, body language matters too—be open and friendly to show that you're not just knowledgeable but also someone they'd want to work with on sensitive projects.
