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- Tasks: Lead a dynamic team delivering exceptional customer service across various channels.
- Company: Join ZSL, a leading conservation charity making a real impact.
- Benefits: Enjoy flexible working, generous holidays, and a strong pension scheme.
- Why this job: Be part of a mission-driven organisation where your work helps wildlife thrive.
- Qualifications: Experience in team leadership and a passion for customer service.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
ZSL is seeking a full-time Supporter Contact Team Leader to join our dynamic team at ZSL London Zoo. The Supporter Contact team acts as the central point of contact for all supporter enquiries and as the gateway through which ZSL’s products and experiences are promoted, sold, and booked. The Team Leader will oversee day-to-day operations across multiple communication channels, including phone, email, and social media, ensuring excellent customer service, strong team performance, and a consistently positive supporter experience. The position is based on-site and includes weekend shifts as part of a rotating schedule.
Key Responsibilities
- Exceptional Service: Deliver consistently world-class customer service and positive supporter experiences.
- Revenue Growth: Maximise income by meeting and exceeding revenue and sales targets.
- Service Standards: Ensure agreed service levels are consistently achieved across all channels.
- Compliance: Ensure full adherence to all regulatory requirements, including GDPR and PCI.
About You
You have experience leading or supervising a team and enjoy motivating others, setting clear goals and leading by example. You’re passionate about delivering great customer service and take pride in maintaining high standards and achieving results. You enjoy supporting and developing people, using coaching and feedback to help individuals and teams grow. You’re organised, approachable and confident, with strong communication and problem-solving skills and a good eye for detail. You’re flexible and collaborative, comfortable working in a fast-paced environment, and committed to equality, inclusion and ZSL’s values. Tessitura and BACS processing knowledge is desirable.
This role is subject to standard pre-employment checks, including confirmation of your right to work in the UK. Visa sponsorship is not available for this position.
ZSL recognises that conservation is one of the least diverse sectors, and we actively encourage applications from candidates who identify as part of underrepresented communities. We are committed to building a supportive and inclusive workplace where everyone can thrive and celebrate the value of having a team of employees with diverse skills, experiences, and heritage.
About Us
We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. 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.
What We Offer
- Purpose driven work – join an organisation where every role contributes to creating a world where wildlife thrives.
- Pension scheme - we offer a generous pension scheme with up to 12% contributory pension.
- Flexible working – talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you.
- Holidays – 25 days annual leave allowance, plus UK bank holidays (increasing with milestone anniversaries).
- Access to ZSL’s staff Equality Networks - Race & Culture, Team Pride, Disability, and Menopause, supporting an inclusive and welcoming workplace for those with lived experience.
- Wellbeing – access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme.
- Life assurance – eligible employees will be enrolled in ZSL’s life assurance scheme from their first day.
- Complimentary tickets – annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops.
- Cycle2Work - our cycle to work scheme enables you to lease a bicycle.
- Season ticket loan - we offer an interest-free loan for eligible London-based employees to buy a season ticket for travel between home and work.
- Family friendly policies – we offer enhanced maternity, paternity, and adoption packages.
We may close this role early or extend the closing date due to the number of applications we receive, so we encourage you to apply as soon as possible. We anonymise applications until interview stage to ensure a fair hiring process. It’s important to highlight your unique skills, experience, and knowledge. Over reliance on AI-generated content may miss key criteria outlined in the job description and reduce the effectiveness of your application.
If you have any questions about this role, we’d love to hear from you! Please get in touch with our recruitment team at – recruitment@zsl.org
Supporter Contact Team Leader in City of Westminster employer: Zoological Society of London
Contact Detail:
Zoological Society of London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Supporter Contact Team Leader in City of Westminster
✨Tip Number 1
Get to know the company inside out! Research ZSL's mission, values, and recent projects. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. A friendly chat can give you insider tips and might even lead to a referral!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with leading a team and delivering exceptional customer service. Practice makes perfect!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the ZSL family!
We think you need these skills to ace Supporter Contact Team Leader in City of Westminster
Some tips for your application 🫡
Show Your Passion: Make sure to express your enthusiasm for wildlife conservation and customer service in your application. We want to see that you genuinely care about making a difference and can inspire others to do the same!
Tailor Your Application: Don’t just send a generic CV and cover letter! Take the time to highlight your relevant experience and skills that match the job description. We love seeing how your background aligns with our mission at ZSL.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need right there!
How to prepare for a job interview at Zoological Society of London
✨Know Your Stuff
Familiarise yourself with ZSL's mission and values, especially their commitment to conservation. Understand the role of the Supporter Contact Team Leader and how it contributes to the overall goals of the organisation. This will show your genuine interest and help you connect your experience to their needs.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved customer service. Highlight how you motivated your team, set clear goals, and achieved results. This is crucial for demonstrating that you can inspire and manage others effectively.
✨Be Ready for Scenario Questions
Expect questions about handling difficult customer situations or achieving sales targets. Think of specific scenarios where you turned a negative experience into a positive one. This will illustrate your problem-solving skills and ability to maintain high service standards under pressure.
✨Ask Thoughtful Questions
Prepare insightful questions about the team dynamics, challenges they face, or how success is measured in this role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values and work style.
