£25,000 per year
Permanent, Full-time
Job description



Salary: £25,000 per annum + benefits

Contract length: Permanent

Location: Sterling House, Oxford with high-flexibility (1-2 days per week in the office)

Working hours: 35 per week (hours covering 8am – 8pm and some weekend work required)

Application Deadline: Thursday 2nd December 2021, 23:55


Are you a self-motivated and sharp minded individual with strong customer service experience that can help us beat cancer?


Why we need you


We have an exciting opportunity for you to join us as a Supporter Services Senior Executive. We need you to work across the full breadth of functions and channels in Supporter Services to ensure all services are delivered to the highest possible standards meeting all quality, compliance and regulatory measures. Further to this, you’ll provide support to the functional managers as well as executives across the team.


What will I be doing?


Make an impact every day by…

  • Obtaining forecasts and compiling rotas to ensure all functions in Supporter Services have sufficient resource to achieve agreed SLA’s

  • Analysing and interpreting reports and dashboards to monitor peaks and troughs, understand trends and inform decision making on work allocation and prioritisation

  • Delivering quality monitoring and coaching to each member of the Supporter Services team

  • Maintaining Supporter Services training records

  • Providing day to day second level support on technical knowledge, product knowledge, competencies and skills in all functions of Supporter Services

  • Dealing with escalated queries from both the team and supporters

  • Working with internal stakeholders to identify and improve processes and interfaces with technology products and systems across the wider team.


What skills are you looking for?


You’ll be able to bring to the role…

  • Strong customer service experience

  • Experience of delivering coaching feedback to team members

  • Strong interpersonal skills and the ability to maintain relationships and communicate across a wide-ranging audience

  • Experience of monitoring performance and implementing and managing SLA’s & KPI’s

  • Strong organisational skills and the ability to work unsupervised and manage own time and priorities

  • Ability to learn new systems and to cascade information to the wider team

  • Experience of providing insight to inform decisions and continuous improvement


What will I gain?


Without you we wouldn’t be able to achieve our aim of seeing 3 in 4 people survive cancer by 2034. So we want to reward you in as many ways as possible. Our benefits package includes discounts on anything from travel to technology, generous holiday allowance, gym membership and much more. You’ll also be able to access a wide range of learning and development opportunities. And ultimately, you’ll know that you’ll be changing lives through your work. 


If you’re as ambitious as we are, join our collective force and enjoy an excellent career, as we save lives and add years.

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Posted on: 19 November 2021
Closed date: 02 December 2021
Tags: Operations