Join Britain’s biggest walking charity to help more people enjoy the benefits of walking.
The Ramblers is looking to recruit a skilled and experienced individual to provide customer services advisor, responsible for membership retention and proactive recruitment to develop long-lasting relationships. This is a crucial role, requiring an extensive knowledge of the organisation, delivering a friendly and professional service.
This role is part of the Recruitment and Retention Team.
This is an exciting time to join the Ramblers team and a great opportunity to make a lasting and tangible impact on the future success of the charity.
Essential Requirements include:
Skills / Abilities
- A high standard of organisational, interpersonal and communication skills
- An ability to maintain high levels of accuracy at all times when data capturing information from membership applications, donations, gift aid declarations and other administration tasks associated with the successful running of a membership services department.
- Ability to engage with the Ramblers membership and the general public of all ages and backgrounds in a confident and concise manor in both written and verbal communications.
- A skilled salesperson, able to spot leads and match them to the Rambler’s portfolio of products accordingly, to recruit new supporters, and to re-sell to and retain existing supporters.
- Ability to produce a consistently high standard of correspondence using appropriate language, tone and presentation with the ability to adapt the style and content in order to provide a tailored service to each individual response.
- Ability to show initiative and determination in order to investigate complex enquires and sort the necessary answers and solutions with the ability to communicate the causes and actions taken to both Ramblers members and the Membership Service department where appropriate.
- Excellent time management and organisational skills enabling you to plan and prioritise incoming workloads to ensure the Membership Service department meets its Service Level Agreement.
Knowledge
- Understanding of financial terms and processes relating to payments, refunds, Gift Aid and Direct Debit.
Experience
- A proven experience of working in a busy customer service environment, where retention, loyalty and reactivation are important factors.
- A proven experience of new customer sales, to spot leads and prospect supporters and welcome them via the joining process.
- Experienced in communicator with customers and the general public via a range of communication channels, including welcome, complaints handling and problem solving.
- Ability to identify or anticipate potential problems that may impact on the service provision provided by Membership Services, work with the Team Leader Membership Services to provide the necessary documentation to change, amend or resolve issue.
Personal Attributes and Circumstances
- A desire to provide an excellent standard of service at all times that protects and enhances the reputation of the Ramblers and the Membership Services Department.
- Ability to juggle numerous tasks, work efficiently and accurately whilst maintaining a high standard of service
- Ability to work alone or within a team and take responsibility or ownership of for individual tasks or processes carried out in the department as determined by the Team Leader Membership Services.
- Ability to act with integrity and honesty in the best interests of the Ramblers.
The Ramblers are an equal opportunities employer. We warmly welcome applications from appropriately qualified people from all sections of the community and aim to promote diversity.
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