Member and Supporter Experience Officer - hybrid

Job Title:
Member and Supporter Experience Officer Team:
Member and Supporter Experience Location:
Hybrid (split between home-working and London) Interview Dates:
27th and 29th May
• This role sits within a pay grade with a pay range of £25,601 to £32,089.
The salary on appointment will be set at the lower end of the pay range, to a maximum of £27,568 depending on the candidate\\\'s skills and experience.
This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role.It's an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people.We make everyone feel welcome and part of the Ramblers community.
We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.Context and purpose of role At the Ramblers, we are committed to providing our supporters with the very best experience possible, placing the Member and Supporter Experience Team at the heart of our operations.
The team acts as the first line of support for members and supporters, responding to enquiries, managing interactions, and deepening engagement with the Ramblers.
This role is instrumental in ensuring a seamless supporter journey, helping to attract, welcome, and retain supporters while providing valuable insights to the organisation to improve supporter experiences.
As an ambassador for supporters, the role also contributes to the organisation's ability to deliver its charitable mission.
Key responsibilities Supporter Engagement Respond to supporter enquiries via phone, letter, email and social media in a timely and professional manner, and with professionalism, empathy and attention to detail.
Triage enquiries, referring complaints, safeguarding and safety matters to the specialists in the organisation and escalating other enquiries as needed to subject-matter experts.
Listen and respond to the needs of each supporter, understanding their motivations and experiences to foster long-term relationships.
Acknowledge and thank donations and other payments in a timely and personalised manner.
Payment processing Handle and manage the Direct Debit cycle, ensuring accuracy, compliance and timely processing with support from colleagues and finance.
Provide monthly KPIs related to Direct Debits to Head of Member and Supporter Experience.
Process and manage in-bound financial payments in an accurate and timely manner, managing any reconciliation as required.
Investigate and resolve any payment issues, liaising with supporters and the payment processor as needed.
Support our auditors and finance team on any reconciliation or financial enquiries.
Data integrity and CRM Management Maintain accurate records of interactions, transactions, comments, and complaints in the CRM system in accordance with data protection and Gift Aid Legislation.
Share key supporter data and insights within the organisation to elevate the supporter voice.
Support key supporter administration tasks (e.g.
welcome pack data send) Problem-solving and complaints handling Investigate and resolve low-level issues or complaints, liaising with other colleagues as required and keep supporters informed throughout the process.
Handle complex technical enquiries related to our digital tools such as app, website, insight hub.
Manage feedback and complaints, following established procedure with a focus on turning negative experiences into positive ones.
Volunteer support Provide training and support to key volunteers, such as Membership Secretaries, helping them to attract, welcome and retain members.
Provide support to office volunteers, ensuring they feel values and supported to carry out their tasks effectively.
Continuous improvement Input into new digital development to ensure supporters receive value, and to minimise pain points Other Undertake such other duties as may be reasonably required of the post.
Engage and proactively develop excellent working relationships across the organisation.
The person Knowledge, Skills and Experience Essential:
A high standard of organisational, interpersonal and communication skills.
An excellent telephone manner.
An ability to maintain high levels of accuracy at all times.
Ability to adapt style, tone and content to provide a tailored service to supporters.
Ability to show initiative and determination to investigate and solve complex enquiries.
Excellent time management and organisational skills enabling you to plan and prioritise incoming workloads to SLAs set.
Desirable:
Proven experience of working in a busy customer/supporter service environment.
Personal Attributes A team player, develop collaborative, strong and effective working relationships.
Empathetic and patient, with a genuine desire to help members and supporters.
Positive and professional attitude.
Proactive and self-motivated with the ability to work independently.
Adaptable and flexible in a fast-paced environment.
Strong sense of responsibility and accountability.
Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers.
We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of.
Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people.
Inclusive We make everyone feel welcome and part of the Ramblers community.
We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.
Inspiring We strive to inspire people through the way we act and the things we say.
We channel our passion and ambition so others are moved to help us achieve our mission.
Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers.
We do all we can to make sure everyone has the ability, and feels confident, to take action.
Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way.
We care about the environment and make sure we do what we say we will do.
Remote Status:
hybrid