Supporter Engagement Assistant

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Sector: Charity and Not for Profit
Role: Assistant
Contract Type: Fixed term
Hours: Full Time

This is a great opportunity to join the UK Committee for UNICEF (UNICEF UK) as a Supporter Engagement Assistant. You will be joining a dedicated team of 11 who provide the highest level of customer service and directly engage with members of the public by responding to enquiries and engaging in conversations.

As the first point of call for both our supporters and members of the public, you will be handling telephone calls, emails, live chat, text, social and even the odd letter.

This role requires you to 'think with your head' and 'act with your heart' to ensure that the very best experiences are had by those that contact and engage with us. At times these can be difficult conversations with distressing content relating to children, but you will have access to comprehensive support and experienced colleagues.

You will have an aptitude and experience of using a variety of communication methods, and knowledge of databases. You will work collaboratively as part of a team; you'll be a proactive problem solver with the ability to see cases through to a successful resolution.

Our Supporter Care service is available from 9am to 5pm, Monday to Friday.

If you have any questions about this role, please contact Vicky Johnson, our Head of Supporter Care.

In order to complete your application, please download the following:
- this includes the criteria for the role, which you will need to respond to as part of your application
- our organisational values. Please demonstrate how you meet these in your application.
- UNICEF UK salaries and benefits are benchmarked against other organisations in the charity sector.
- Read to see how we support you throughout your candidate journey.

Company

In the UK, UNICEF UK works with the hospitals where children are born, the schools where children learn and grow, and the services that shape their lives, to make sure that every child has the same chance to shine.

All over the world, including here in the UK, UNICEF promotes and protects the UN Convention on the Rights of the Child. UNICEF works with partners and supporters to:

• Advocate for and create change for children

Work with us to create a world safe for every child

At UNICEF UK, we’re united by our belief in a better world for children. By working here, you can help us change children’s lives for the better everywhere.

We promote equality, diversity and inclusion in our workplace. It doesn’t matter who you are or where you’re from. If you share our values and are ambitious, talented, and motivated to make a difference for children you’ve come to the right place.

In joining UNICEF you will be joining the world’s leading organisation for children, promoting the rights and wellbeing of every child.

Our values

We put children first in everything that we do.

We believe in our mission and have collective, clearly-defined goals based on our mandate to give children an equitable chance in life. We prioritise our goals according to the positive impact on children, with people and resources all aligned behind these priorities. We act honestly and ethically and to the highest standards with our supporters, partners and suppliers.

We monitor progress against the impact on children and reflect on how we got there; we celebrate successes, review challenges and learn constructively from both, so we can make greater impact still.

We work from an evidence-based solution-focused approach.

We create space for relevant data, facts and perspectives to be uncovered and shared so we know we’re solving the right problem. We add to our insights through actively including the voice of children. We make decisions based on evidence and use our initiative to achieve our goals and mission.

Once we have agreed on a solution, we actively align behind it to ensure it is efficiently delivered to the agreed timescale and guidance.

Mutual trust & respect

We take time to build trust and take care to treat others with respect.

We depend on and trust our colleagues to do their best and uphold our core values and mission.

We respect our colleagues and what they bring, preferring to work in a non-hierarchical way, encouraging others to take the lead when appropriate.

We understand our impact on other people through proactively seeking feedback, and adapt our approach accordingly.

Inclusion & belonging

We embrace diversity and take pro-active steps to be inclusive.

We embrace diversity in all its forms, for what it brings to us and what it brings to our work for children. Diversity brings new perspectives, broadens our thinking and enriches lives. We create a sense of belonging for all colleagues by removing barriers to participation and creating space for all colleagues to be heard.

We are aware of our own privileges and power, and we intentionally ensure that everyone feels safe to contribute equitably. We strive to ensure our output is respectful of the communities in which we work.

We feel able to bring our full selves to work and take time to appreciate our colleagues as people. We do not avoid topics for fear of offending others, but we do approach such topics sensitively, knowing that when we make mistakes we will be challenged openly and kindly so that we may learn and improve.

We care about each other, our well-being and our development.

We care about children. We care about our work. We care about each other.

To make a sustainable difference to children’s lives we must also take care of ourselves. We agree priorities and workloads so we can stretch ourselves but not feel overwhelmed.

We’re human. We demonstrate compassion and support when people make mistakes, need some space or they’re having a tough time.

We recognise our own and others’ different needs and aspirations and we equitably support others’ personal and career development.

We constantly seek ways to work together better to increase our impact on children.

What each of us does individually is important, but it is together that we achieve even greater results for children. We understand our mission, each other’s goals and where others depend on us.

We actively build relationships within and outside UNICEF UK so we can respond agilely together. We create space for the truth to be heard and speak it kindly.

Our work culture and environment

We believe in being able to choose the working environment that allows us and our colleagues to do our best work. That’s why we have a flexible working policy that allows for staggered and compressed hours, working from home and more.

We understand that everyone has a life and responsibilities that work has to fit around. So we support our colleagues to manage a healthy work-life balance, to promote better wellbeing and professional effectiveness.

Our bright, open-plan office in Stratford, East London has quiet, collaborative and agile working spaces, and technology that supports us to do the best work for children.

Investing in you

We invest in our colleagues’ personal and professional development and will offer you a range of paths on your learning journey. As a new employee, you’ll learn more about UNICEF’s work in the UK and abroad, and how different teams contribute to achieving our ambitious goals for children.

Our salaries are competitive and are benchmarked externally each year. You’ll receive 25 days of annual leave from your start date, rising to 30 days with service. You’ll receive access to a full range of benefits including Interest-free Cyclescheme, Season Ticket and Learning Loans, generous pension benefits, childcare vouchers and discounts on big brands.

At UNICEF UK, you’ll have access to learning workshops, e-learning, mentoring and our Leadership Development Programme.