Customer Service Adviser

Cancer Research UK; Oxford; Hybrid; GBP 22,000 - 23,000

Job description

4,000 professionals, 0 days wasted, 1 incredible purpose. Together we will beat cancer.

CUSTOMER SERVICE ADVISER

£22,253 per annum + benefits

Department: Marketing, Fundraising & Engagement

Contract: Various Fixed Term Contracts Available

Hours: Full time 35 hours per week

Location: Sterling House, Oxford, 1 -2 days in the office per week

Closing date: Open until filled. We will be shortlisting on a rolling basis and will close the vacancy once we have received sufficient applications.

At Cancer Research UK, we exist to beat cancer.

We have an exciting opportunity for an engaging, friendly, and passionate individual to join us as Customer Service Adviser. You’ll use your top-notch people skills to provide excellent customer service to our supporters on the phone, via email, and in letters. You’ll take each interaction as an opportunity to maximise income and loyalty for Cancer Research UK.

You’ll be given 4-5 weeks of training and support in the form of online/in-person workshops as well as a buddy to support you in your journey to becoming a subject matter expert in all things Cancer Research UK.

What will I be doing?

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

What skills are you looking for?

1. Passion for delivering excellent customer service.
2. Ability to work to targets and be self-motivated to meet and exceed agreed targets.
3. Experience of working in a service-related environment, including communicating with customers.
4. Experience of writing letters and emails with a high standard of grammar.
5. Strong interpersonal skills including experience of conversing confidently over the phone.
6. IT literate and the ability to use multiple systems.
7. Excellent attention to detail and accuracy.
8. Deals effectively with stressful and difficult situations.

What will I gain?
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.

For the full job description and more information about working with us, please contact [e-mail].

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 assess you quickly, fairly, and objectively. There are also a few application questions you will be asked to answer as part of the process.

We actively encourage applications from people of all backgrounds and cultures, particularly those from ethnic minority backgrounds who are currently under-represented, and believe that a diverse workforce will help us to beat cancer sooner.

If you’re interested in applying and excited about working with us but are unsure if you have the right skills and experience, we’d still love to hear from you. We don’t expect everyone to meet all of the criteria listed.

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.