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- Tasks: Engage with supporters through calls, emails, and face-to-face interactions to provide exceptional service.
- Company: Join ZSL, a leading conservation charity dedicated to protecting wildlife.
- Benefits: Enjoy 25 days holiday, a generous pension scheme, and complimentary zoo tickets.
- Why this job: Make a real impact in wildlife conservation while developing your customer service skills.
- Qualifications: Strong communication skills and experience in customer-facing roles are essential.
- Other info: Be part of a diverse team committed to making a difference in the world.
The predicted salary is between 30000 - 42000 £ per year.
ZSL is seeking a full-time Supporter Contact Coordinator to join our dynamic team at ZSL London Zoo. The primary goal of the Supporter Contact team is to deliver exceptional customer service, acting as the main point of contact for general inquiries. The team also facilitates the sale and booking of ZSL’s products and experiences. This role involves engaging with supporters through inbound and outbound phone calls, emails, and face‑to‑face interactions to drive revenue for ZSL. It is a 37.5 hours per week fixed‑term role lasting six months. The position is fully on‑site and does not offer hybrid or remote working. The rota is rolling, with working days typically Monday, Tuesday, Thursday, Friday, and Sunday, and days off Wednesday and Saturday. Shifts are usually 7.5 hours in length and include weekend working as part of the rota.
Key Responsibilities
- Supporter Contact: Handle all supporter communications across phone, email, post, live chat, social media, and related administrative tasks.
- Feedback & Improvement: Listen to supporter feedback and use insights to drive service improvements and positive change.
- Sales & Revenue: Maximise income through effective customer service and sales opportunities.
- Customer Service: Deliver excellent customer service in line with ZSL’s mission and values.
- ZSL Advocacy: Promote ZSL’s work by inspiring and empowering people to protect wildlife and prevent extinction.
- Compliance: Ensure full compliance with regulatory requirements, including GDPR and PCI standards.
About You
- Strong communicator with excellent admin and written skills, attention to detail, and the ability to handle complex queries.
- Experience working in a team, with a collaborative and supportive approach.
- Target‑focused, with experience working towards team and individual KPIs.
- A background in a sales, customer‑facing, or supporter services/contact environment.
- Confident interpersonal and communication skills, with a high level of professionalism and credibility.
- Knowledge of relevant regulations, including BACS and HMRC/Gift Aid processes.
- Experience using CRM systems (Tessitura desirable).
- Experience working in visitor attractions or the global entertainment sector.
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 under‑represented 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, and 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 Coordinator (Fixed-Term) 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 Coordinator (Fixed-Term)
✨Tip Number 1
Get to know ZSL and its mission! Before your interview, dive into their work and values. This will help you connect with the team and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of supporter interaction, try role-playing common scenarios with a friend. This will boost your confidence and help you handle complex queries like a pro.
✨Tip Number 3
Show off your sales skills! Think of examples from your past experiences where you maximised income or improved customer service. Be ready to share these stories during your interview to demonstrate your target-focused mindset.
✨Tip Number 4
Don’t forget to ask questions! Prepare some thoughtful questions about the role and the team. This shows your enthusiasm and helps you figure out if ZSL is the right fit for you. Plus, it’s a great way to make a lasting impression!
We think you need these skills to ace Supporter Contact Coordinator (Fixed-Term)
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer service and wildlife conservation.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role. Mention specific examples from your past that demonstrate your ability to handle complex queries and deliver excellent customer service.
Show Your Team Spirit: Since we value collaboration, share experiences where you’ve worked well in a team. Highlight how you’ve contributed to achieving team goals and how you can bring that same energy to our Supporter Contact team.
Check Your Details: Attention to detail is key! Before hitting send, double-check your application for any typos or errors. A polished application shows professionalism and respect for the role you’re applying for.
How to prepare for a job interview at Zoological Society of London
✨Know Your Stuff
Before the interview, make sure you’re familiar with ZSL’s mission and values. Understand their conservation efforts and how your role as a Supporter Contact Coordinator fits into that. This will show your genuine interest in the organisation and help you connect with the interviewers.
✨Showcase Your Communication Skills
Since this role involves handling various forms of communication, be prepared to demonstrate your strong communication skills. Practice answering questions clearly and concisely, and think of examples from your past experiences where you’ve successfully managed complex queries or provided excellent customer service.
✨Be Sales Savvy
As the role focuses on maximising income through effective customer service, come ready with examples of how you’ve driven sales or revenue in previous positions. Highlight any experience you have with upselling or cross-selling, and be prepared to discuss how you can apply those skills at ZSL.
✨Prepare for Compliance Questions
Familiarise yourself with relevant regulations like GDPR and PCI standards, as well as any knowledge you have about BACS and HMRC/Gift Aid processes. Being able to discuss these topics confidently will demonstrate your professionalism and readiness for the role.