JOB DESCRIPTION
Job Title:
Supporter Services and Membership Coordinator
Department:
Supporter Services
Directorate:
Development
Responsible to:
Supporter Services Assistant Manager
Job holder:
To be appointed
Job Description Reference Number:
Grade Allocated:
Job Overview
As a charity with two large visitor attractions, as well as many other facets, supporter
contact takes on many forms. These include contact with visitors, members, and donors
via face to face, telephone, written, email, web and social networks. Our supporter
services team will deal with the variety of communications that donors, supporters and
customers will use especially as they are increasingly less likely to use voice calls.
The supporter services team will be a 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 both via inbound phone calls, as well
as outbound phone calls in order to maximize revenue for ZSL.
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Main Purpose of Role
To ensure the objectives that have been set for the Supporter Services Team are met and that
ZSL continues to provide excellent customer care.
General Responsibilities:
CUSTOMER CONTACT
1. Respond to all customer contacts covering both ZSL London and Whipsnade across all of
the available media used e.g. phone, email, social media etc.in line with performance
standards set.
2. Undertake proactive outbound campaigns and maximize the recruitment and retention
activity across all of ZSL’s customers.
3. Develop a sound understanding of general enquiries for both London and Whipsnade
including opening times, transport arrangements, deliveries, animal inventories,
departmental responsibilities.
4. Understand, promote and sell a broad range of ZSL products and services including
membership, fellowship and patrons, experiences, donations and regular gifts,
adoptions, education bookings, ticket sales, events, admissions, on line ticket issues.
5. Communicate effectively with all customers and provide a high level of service across a
broad range of customers which will include visitors, members, schools etc.
6. Work to the agreed Key Performance Indicators (including sales/conversion targets) and
Service Level Agreements as set by the Supporter Services Assistant Manager and Head
of Supporter Services & Membership.
7. Maintain excellent working relationships between all internal stakeholders including
Retail & Admissions, Fellowship, Marketing and Communications, Education,
Development and Business Development.
8. Remain flexible about scheduled hours and weekend working to ensure service levels
achieved and service excellence maintained.
9. Uphold the reputation of the Supporter Services department so that it is regarded as a
centre of excellence by offering visitors/customers the best possible customer service.
10. Resolve customer complaints appropriately within guidelines and resolve to a level that
encourages loyalty from our supporters.
11. Provide feedback to the relevant departments where issues have been raised in
response to customer feedback and escalate outstanding issues to the relevant
Supporter Services Assistant Manager.
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12. Process transactions following successful customer contact using the agreed systems
and within the agreed SLA.
13. Accurately record supporter activities on the relevant database including developing
and building the knowledge base.
14. Develop a sound knowledge of Patron Edge, Raisers Edge, Workbench, Artifax, Smart
TPS and other related computer systems.
15. Maintain a working knowledge of Bankers Automated Clearing Systems (BACS) direct
debit processes, and HM Revenue & Customs (HMRC) Gift Aid processes.
16. Work across all communication channels with customers receiving responses on all ZSL
and non-ZSL channels to the agreed SLA.
17. Undertake a number of administrative tasks to support the work of the wider team e.g.
reporting, posting, processing direct debit payments etc.
18. Undertake any other responsibilities, tasks or activities as reasonably required.
19. Face-to-face and phone contact with customers and supporters, either onsite and
offsite.
Person Specification
Knowledge and Experience
Vocational and Technical skills:
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Educated to A level standard or equivalent.
Good working knowledge of Raisers Edge or similar customer relationship
management system within a charity or commercial environment.
A qualification in customer service would be desirable.
Understanding of not for profit sector would be desirable.
Excellent numerical and written skills are required ensuring all customers
receive the same level of service.
Experience:
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A minimum of two years’ experience in a customer-facing role.
Extensive experience of working against objectives and meeting targets.
Highly organised with the ability to work under pressure.
Excellent problem solving and inter-personal skills.
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Good working knowledge of external rules and regulations– specific focus on
Bankers Automated Clearing Systems (BACS) for direct debit processes, and
HM Revenue & Customs (HMRC) for Gift Aid processes.
Interpersonal skills:
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Excellent interpersonal and communication skills are essential.
Excellent customer care skills across multiple mediums e.g. phone/e-mail.
Responsibility
Human resource management:
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No direct line management responsibility.
Physical resource management:
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The role will work with a range of computerised systems.including Patrons
Edge, Raisers Edge, Artifax, Smart TPS.
The role holder has access to confidential information on membership, bank
details (direct debits), credit card details and personal data.
The role will also require refunds to be actioned where evidence exists by
obtaining customer’s debit/credit card details.
The role has financial responsibility for sales of tickets, memberships,
experiences, and similar promotions and products, school bookings etc. By
their actions they can increase income (or lose it by poor response).
Communication:
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Strong communication skills are central to this role.
Good rapport and negotiation skills.
Ability to deal with difficult customers.
Liaison:
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Liaison with colleagues across ZSL at all levels.
Constant interaction with external contacts, who will be existing or potential
customers.
Mental Demands
Judgement and Decision Making:
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The post holder will be juggling a number of activities and will be making
decisions with regard to deadlines and priorities.
Choices for responses and decisions will be made from a range of laid-down
policies and products.
Decide the appropriate action to be taken in response to complaints, including
the use of refunds as appropriate.
Original Thought and Problem Solving:
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The role requires imaginative thinking in creating new opportunities to support
the marketing, retail, education, membership and fundraising strategies.
Other ZSL colleagues inside and outside department would be involved.
The role requires the holder to consider any system pr process changes that
would enhance the experience for the customer and ZSL operations.
The final decision to implement new initiatives rests with the manager or
Directors.
Concentration:
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Need to be alert at all times when dealing with customers on the phone or
answering their emails.
Need to be able to work under pressure and maintain concentration at all times.
Accuracy in recording and inputting data is essential, in circumstances where the
job holder may be faced with distractions e.g. other callers. Errors will lead to
increased customer complaints and increased call volume.
Flexibility:
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Incoming calls and email queries will go across the whole range of ZSL activities,
services and products; the ability to move rapidly from one subject to another is
essential.
Some flexibility will be required in terms of rostering to provide cover in certain
circumstances.
Working Conditions
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Normal office conditions apply.
Regular out of hours and weekends will be required by the role holder as
determined by the needs of the business. Some positions within the team will
include alternate weekends.
The position will be based at London Zoo/Whipsnade Zoo (the team spans both
sites), although occasional time will be spent at the alternate Zoo as required to
maintain the relevant product knowledge.
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