At a Glance
- Tasks: Engage with supporters through calls, emails, and face-to-face interactions at ZSL London Zoo.
- Company: Join ZSL, a leading conservation charity dedicated to protecting wildlife.
- Benefits: Enjoy flexible working, generous leave, and complimentary zoo tickets.
- Other info: Be part of a diverse team committed to inspiring wildlife protection.
- Why this job: Make a real impact in conservation while delivering excellent customer service.
- Qualifications: Strong communication skills and experience in customer service or sales.
The predicted salary is between 25000 - 32000 £ per year.
Purpose of the role
ZSL is seeking a part-time Supporter Contact Coordinator to join our dynamic team at ZSL London Zoo. The Supporter Contact team’s overall objective is to deliver excellent customer service, acting as a single point of contact for general enquiries and as the portal through which ZSL’s products and experiences can be sold and booked. This role involves engaging with supporters through inbound and outbound phone calls, emails, and face-to-face interactions, helping to drive income for ZSL while ensuring a positive supporter experience. This is a site-based role at ZSL London Zoo, working 15 hours per week, weekends only. Please note that this position is not eligible for hybrid or remote working.
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 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 do we offer?
- Our vision and purpose: you’ll work alongside colleagues who are passionate about science-led conservation, knowing that you will help us to inspire, inform and empower people to stop wildlife going extinct.
- 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.
- 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.
If you have any questions about this role, please get in touch with our recruitment team at recruitment@zsl.org.
Supporter Contact Coordinator, Part-Time employer: Zoological Society of London
ZSL is an exceptional employer, offering a unique opportunity to work at the iconic London Zoo while contributing to vital conservation efforts. With a strong focus on employee wellbeing, generous benefits including a pension scheme and flexible working options, and a commitment to diversity and inclusion, ZSL fosters a supportive and collaborative work culture that empowers staff to thrive and grow in their roles. Join a passionate team dedicated to inspiring and informing the public about wildlife conservation, all while enjoying perks like complimentary zoo tickets and a cycle-to-work scheme.
Contact Details:
Zoological Society of London Recruitment Team
