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- Tasks: Assist customers via phone, email, and in-person while promoting ZSL products.
- Company: Join ZSL, a leading conservation charity dedicated to wildlife protection.
- Benefits: Enjoy 25 days holiday, discounts, wellbeing initiatives, and a supportive work culture.
- Why this job: Make a real impact on wildlife conservation while developing your customer service skills.
- Qualifications: Strong communication skills and experience in customer service are essential.
- Other info: Fixed-term contract for 5 months at Whipsnade Zoo, with opportunities for personal growth.
The predicted salary is between 17100 - 25000 £ per year.
ZSL is looking to hire a Customer Services Assistant to join our busy Supporter Contact team based at ZSL Whipsnade Zoo for a 5 month fixed-term contract from Monday to Friday.
Location: Whipsnade Zoo, Dunstable, Beds, LU6 2LF
Position Type: Full-Time / Fixed Term Contract
Salary: £21,417 p.a. Enhancements: London Weighting
Overview
We’re ZSL, an international conservation charity. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction. Through the work of our pioneering scientists, our dedicated conservationists and our unrivalled animal experts in our two zoos, we guide and enable others in the UK and all across the world. Inspiring, informing, empowering – working for wildlife.
Role Profile
The Supporter Contact team's overall objective is to deliver excellent customer service and is the single point of contact for general enquiries, as well as being the portal through which other ZSL products and experiences can be sold and booked. Contact with supporters will be made via inbound and outbound phone calls, email and face-to-face in order to maximize revenue for ZSL.
Main Duties and Responsibilities
- Handle customer contact effectively and in line with service level agreements (phone/email/chat/visits/mail/admin).
- Respond to reviews across key external websites such as TripAdvisor / Google reviews.
- Maximise ZSL revenue through the sale and promotion of tickets, memberships, membership upgrades, Gift Aid, experiences, donations and any new appropriate products.
- Meet all required call and email evaluation quality standards.
- Process and handle sensitive financial information and take payments ensuring that all regulatory requirements are adhered to.
Person Specification
- Have a good working knowledge of a customer relationship management system within a charity or commercial environment; a good working knowledge of SR04 would be advantageous.
- Be comfortable speaking to people over the telephone dealing with queries.
- Have excellent numerical, written and oral skills, as well as excellent interpersonal and customer care skills too; experience working in a customer service department within a charity would be an advantage.
- Be objective and target driven; highly organized and able to work well under pressure.
- Have an understanding of Bankers Automated Clearing Systems (BACS) and HM Revenue & Customers (HMRC) in regard to Gift Aid.
What do we offer?
You will have access to a blended program of Wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Program as well as regular webinars and activities around mental, physical, social and financial wellbeing. The opportunity to be part of an organisation that is committed to improving diversity and inclusion.
Other benefits include 25 days holiday, life assurance, stakeholder pension (employer contribution is matched up to 12%), complimentary zoo tickets with a 30% discount in shops and online, subsidised canteen, enhanced paternity and maternity leave, season ticket loan, cycle to work scheme, discounted gym membership and access to a wide range of learning and development opportunities.
Ultimately, you’ll know that you’ll help us to inspire, inform and empower people to stop wildlife going extinct.
Closing date for applications: Midnight Sunday 17th July 2022. We are committed to the principle of equal opportunities in employment.
The Zoological Society of London is a charity registered in England and Wales: no. 208728.
Contact Detail:
Whipsnade Zoo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant
✨Tip Number 1
Familiarise yourself with ZSL's mission and values. Understanding their commitment to wildlife conservation will help you align your responses during interviews, showcasing your passion for their cause.
✨Tip Number 2
Brush up on your customer service skills, especially in handling queries over the phone and via email. Practising common scenarios can help you feel more confident and prepared for the role.
✨Tip Number 3
Research common customer relationship management systems, particularly SR04, as having a good working knowledge of these tools will give you an edge in the application process.
✨Tip Number 4
Prepare to discuss your experience with financial transactions and Gift Aid processes. Being able to demonstrate your understanding of these areas will show that you're ready to handle sensitive information responsibly.
We think you need these skills to ace Customer Service Assistant
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Customer Service Assistant position. Tailor your application to highlight relevant experiences that align with these duties.
Highlight Relevant Skills: Emphasise your customer service skills, particularly any experience in handling inquiries via phone, email, or face-to-face. Mention your familiarity with customer relationship management systems and any specific knowledge of financial processes like Gift Aid.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for wildlife conservation and your commitment to excellent customer service. Use specific examples from your past experiences to demonstrate how you can contribute to ZSL's mission.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Whipsnade Zoo
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service, especially in a charity context. Be prepared to discuss how you would handle various customer queries and complaints, as well as your approach to providing excellent service.
✨Familiarise Yourself with ZSL
Research ZSL's mission, values, and recent initiatives. Understanding their conservation efforts and how they engage with supporters will help you align your answers with their goals during the interview.
✨Demonstrate Your Communication Skills
Since the role involves handling customer contact through various channels, be ready to showcase your verbal and written communication skills. You might be asked to role-play a customer interaction, so practice articulating your thoughts clearly and professionally.
✨Prepare for Financial Queries
As the role involves processing sensitive financial information, be prepared to discuss your experience with handling payments and understanding financial systems like BACS. Highlight any relevant experience you have in this area to reassure the interviewer of your capabilities.