Reading, Reading (On-site)
RG7, Reading
£20,598 - £23,173 per year, depending on experience, plus benefits
Permanent, Full-time
Job description

The Supporter Care Advisor helps people with sight loss to live the life they choose by providing a first-class customer service to current and future potential supporters with the aim to maximise retention of existing supporters and grow a long-term supporter base. This role is responsible for answering supporter queries and concerns by phone, email or postal correspondence. 


The successful candidate will join a friendly and welcoming team, committed to providing an excellent experience to our supporters. 


This role is 9am to 5pm, Monday to Friday, 35 hours per week, with 26 days paid holiday (excluding bank holidays) a year. 


We offer a generous pension scheme, life assurance and enhanced pay for parenting and sickness leave. In addition, we provide an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme to care for our people. 


Candidate requirements


To be able to fulfil this role, the skills and experience we are looking for in a potential candidate include;



• Proven experience in administration within a Customer Service environment.

• Demonstrable experience of using a Customer Relation Management (CRM) system to record customer activity.

• Able to handle difficult conversations in a calm and non-judgemental way. 

• Able to multi-task and prioritise own workload. 

• Excellent written communication skills with attention to detail, copy checking skills. 

• Good numerical skills to check data and straightforward calculations.

• Able to work effectively to achieve agreed Service Level Agreements.



• Educated to GCSE grade C or above in English and Maths or equivalent (QCF level 2 / SQCF level 5).

• Previous exposure to working in the charity sector.

Interviews will be held on the 22nd and 23rd of February 2022. 


For the complete list of essential and desirable criteria necessary to be successful in this role please see the Person Specification within the Job Description below. The candidate pack contains more information about this role & the recruitment process at Guide Dogs.


If you are successful you will need to provide evidence of your right to work in the UK. We cannot provide sponsorship for this role.


How to apply 


Applications need to be made using the online application form, accessed using the ‘apply’ button above. 


As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description. 


The system has a one-hour time limit. We would advise you to prepare your answers separately and then copy and paste into the online form once finalised.  If any mandatory fields are missed, a pop-up box will appear at the top of the page advising which sections require completion.


Please note that you’ll have to upload a CV as this is a mandatory requirement as part of our Safer Recruitment Policy.


Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If there is not enough space in your application form to provide this information, please ensure you upload additional documentation containing the additional detail.



Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality. We encourage applications from people with disabilities as they are currently under-represented in the organisation and guarantee an invitation to interview for all applicants with disabilities who demonstrate, within their application form, sufficient evidence to meet the essential criteria for the job.



Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.


More about The Guide Dogs for the Blind Association

Working at Guide Dogs is much more than just a job. Through the values that guide our work we make a real difference, and change lives. We are ... Read more

Refreshed on: 06 February 2022
Closed date: 16 February 2022 at 23:59
Job ref: 001159
Tags: Fundraising, Operations

The client requests no contact from agencies or media sales.