At a Glance
- 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.
- Other info: Be part of a diverse team committed to making a difference in the world.
- 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.
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
ZSL London Zoo is an exceptional employer, offering a purpose-driven work environment where every role contributes to wildlife conservation. With a strong focus on employee wellbeing, generous benefits including a pension scheme, flexible working options, and opportunities for personal growth, ZSL fosters a supportive and inclusive culture that values diversity. Join us in making a meaningful impact while enjoying unique perks like complimentary zoo tickets and access to our staff Equality Networks.
Contact Details:
Zoological Society of London Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Contact Coordinator (Fixed-Term)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zoological Society of London. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zoological Society of London before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Supporter Contact Coordinator (Fixed-Term)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zoological Society of London:Your cover letter is your chance to shine! Tell us why you want to work at Zoological Society of London specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zoological Society of London!
How to prepare for a job interview at Zoological Society of London
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
