Customer Service Advisor

Job content

4,000 professionals, 0 days wasted, 1 incredible purpose. Together we will beat cancer.CUSTOMER SERVICE ADVISOR£22,253 per annum + benefitsDepartment:Marketing, Fundraising & EngagementContract:5x Permanent and 5x 18 months FTCHours:Full time 35 hours per weekLocation:Sterling House, Oxford / home-based anywhere in the UK*Closing date: 03 November 2022 at 23:55

• Please note that if you choose to be home-based, you will be required to pay your own travel to the Oxford office as and when required (approximately 4x per year). Please also note that this role is known internally as Supporter Services Executive.

At Cancer Research UK, we exist to beat cancer.We are professionals with purpose, beating cancer every day. But we need to go much further and much faster. That’s why we’re looking for someone talented, someone who wants to develop their skills, someone like you.We have an exciting opportunity to join us as a Customer Service Advisor. We need you to provide excellent customer service to our supporters on the phone, via email and letters and, in the process, recognise opportunities to support income generation.What will I be doing?

• Communicating with supporters and providing personalised and tailored responses to all enquiries and complaints
• Listening to the needs of each supporter, and considering and understanding their personal experiences and motivations
• Resolving supporter enquiries at the first point of contact where possible
• Using interactions to cross promote CRUK’s range of engagement opportunities and services
• Being an information specialist and maintaining a broad knowledge of all CRUK’s campaigns, products, and services
• Taking every possible opportunity to increase fundraising and/or support of CRUK
• Maximising supporter contribution to CRUK through the promotion of Gift Aid
• Working across all our services and channels e.g. Outbound calls, inbound calls, Live chat, email, Social Media

What skills are you looking for?

• Passion for delivering excellent customer service
• Experience of working in a service-related environment, including communicating with customers
• Experience of conversing confidently over the phone
• Experience of writing letters and emails with a high standard of grammar
• Strong interpersonal skills
• Excellent attention to detail and accuracy
• Deals effectively with stressful and difficult situations

What will I gain?Each and every one of our employees contributes to our progress and is supporting our work to beat cancer. We think that’s impressive.In return, we make sure you are supported by a generous benefits package, a wide range of career and personal development opportunities and high-quality tools, policies and processes to enable you to do your job well.Our benefits package includes a substantial retirement plan, a generous and flexible leave allowance, discounts on anything from travel to technology, gym membership, and much more.We don’t forget people have lives outside of work too and so we actively encourage a flexible working culture.Our work – from funding cutting-edge research to developing public policy – will change the world. It’s exciting to be part of our team.For the full job description and more information about working with us view our candidate pack.How do I apply?We operate an anonymised shortlisting process in our commitment to equality, diversity and inclusion. CVs are required for all applications; but we won’t be able to view them until we invite you for an interview. Instead, we ask you to complete the work history section of the online application form for us to be able to assess you quickly, fairly and objectively.Owing to the nature of this position, any offer of employment for this role will be subject to a satisfactory basic DBS check.For more information on this career opportunity please visit our website or contact us at recruitment@cancer.org.uk.  For more updates on our work and careers, follow us on: Linked In, Facebook, Instagram, Twitter and YouTube.At CRUK we value diversity and we’re committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse workforce will help us to beat cancer sooner. Unfortunately we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks. Should you need any adjustments to the recruitment process, at either application or interview (such as, but not limited to: information in a different format, more time for an assessment, a virtual/F2F interview) please contact us on recruitment@cancer.org.uk.