Supporter Services and Membership Coordinator – London Zoo

Country UK City London Category Accounting / Finance Department (and Section) Fundraising, Marketing and Engagement - Supporter Contact Team - London Closing Date 23/04/2023 Level Officer / Advisor / Executive / Coordinator Position Type Hidden (40942) Advertised Salary £27,014 (pro-rata for part-time) Enhancements London Weighting Overview We’re ZSL, an international conservation charity. 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. Through the work of our pioneering scientists, our dedicated conservationists and our unrivalled animal experts in our two zoos, we guide and enable others in the UK and all across the world. Inspiring, informing, empowering – working for wildlife. Role Profile ZSL is looking to hire a Supporter Contact Coordinators to join our busy Supporter Contact team based at ZSL London Zoo for five days a week (including working weekends). The Supporter Contact teams overall objective is to deliver excellent customer service and is the 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 via inbound and outbound phone calls, email and face-to-face in order to maximize revenue for ZSL.
Please note this role is a 12 month Maternity-Cover contract, for 3 days a week role (Monday - Wednesday) Main Duties and Responsibilities

• Handle customer contact effectively and in line with service level agreements (phone/email/chat/visits/social media/mail/admin).
• Provide exceptional levels of customer service to visitors, fellows, members, patrons and the general public verbally and in writing and take ownership for any necessary follow-up following contact.
• Stay up to date with ZSL knowledge and ensure that always have the appropriate messaging to promote the work of the organisation and stop wild animals going extinct.
• Maximise ZSL revenue through the sale and promotion of tickets, memberships, membership upgrades, Gift Aid, experiences, donations and any new appropriate products.
• Establish and foster relationships on behalf of ZSL with members on the phone or assisting with an online purchase, providing excellent customer service through the duration of their membership and focusing on retaining them through various means to ensure their continued support of ZSL.
• Work to the agreed KPI’s provided across the team. While meeting personal and team targets and objectives in this area.
• Undertake proactive outbound campaigns and maximize the recruitment and retention activity across all ZSL’s customers
• Accurate and effective data capture and CRM utilisation

Person Specification

• Educated to A level standard or equivalent
• A qualification in customer service would be desirable
• Excellent administration skills and attention to detail is essential
• Demonstrable experience of working in a team and supporting colleagues
• Good understanding of what constitutes excellent customer service. A people person and a natural communicator.
• Target focused based on team and personal KPIs.
• An ability to handle difficult situations whilst maintaining calm and positive attitude.

What do we offer? You will have access to a blended program of Wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Program as well as regular webinars and activities around mental, physical, social and financial wellbeing. The opportunity to be part of an organisation that is committed to improving diversity and inclusion.
Other benefits include 25 days holiday, life assurance, stakeholder pension (ZSL will also match further contributions you may choose to make up to a further 5% - limited to 12% employer contributions), complimentary zoo tickets with a 30% discount in shops and online, subsidized canteen, enhanced paternity and maternity leave, season ticket loan, cycle to work scheme, discounted gym membership and access to a wide range of learning and development opportunities.
To Apply Applicants will need to upload their CV and covering letter (detailing relevant experience and skills, stating why they want the position and including details of availability) and can do this by clicking the "Apply for this job online" button on the ZSL website. We have three separate positions in the team with different hours so please apply for all positions you are interested in. If you have any queries regarding this position or when applying through the system please contact Human Resources at hr@zsl.org
Closing date for applications: Midnight Sunday 23rd April 2023.
The Zoological Society of London is a charity registered in England and Wales: no. 208728.