World Vision UK
London, Greater London (Hybrid)
Milton Keynes, Milton Keynes
£21,000 per year pro rata for part-time + good range of benefits
Contract, 12 months FTC, Part-time
Job description

​Supporter Care Team Members x 3

Flexibility between home-based or office-based at World Vision UK headquarters in Milton Keynes / London Hub

Salary: £21,000 pa • FTC 12 Months –  up to 22.5 hours per week 

Closing date: 20 May 2022

World Vision is the world’s largest international children’s charity operating in almost 100 countries. Our focus is on helping the hardest to reach children, in the most difficult places, overcome poverty and experience fullness of life. Over the last five years we have helped positively impact the lives of over 200 million vulnerable children through our community-led and child-focused approach. We are focusing relentlessly on eradicating poverty in all its forms – in line with the goals of the Sustainable Development Agenda. The COVID-19 pandemic has further exposed the global inequalities that children and their families face. 

World Vision has over 70 years of experience working with communities and partners to create opportunities for better futures, and we are often first on the ground when a crisis strikes. Inspired by our Christian faith, we help children – of all faiths and none - in some of the world's most dangerous places.

Job Role:

We are looking for 3 proactive and enthusiastic individuals to join our exceptional Supporter Care team. You will be required to communicate with our wonderful supporters on a daily basis on the phone and through emails. Confidence on the phone is essential and excellent organisational skills are required. The role is varied and provides an in depth understanding of World Vision and the work we do with vulnerable children across the globe.

Key Responsibilities

  • Respond to enquiries raised by supporters via all channels including telephone, email, and post using the highest standards of supporter care
  • Seek opportunities to increase Supporter engagement with World Vision UK. Maintaining Institute of Customer Service and organisational quality standards to deliver an excellent customer service to all our supporters.
  • Create and maintain accurate supporter records in line with all relevant regulations including those relating to data protection, child protection and safeguarding­­. Ensuring all PCI compliancy rules are met and following direct debit and Gift Aid rules.
  • Ability to work with a supporter database (CRM) on a daily basis.
  • Effectively resolve complaints from supporters within agreed deadlines in a way that maintains their support of World Vision.  Resolving the majority of complaints at first contact and enabling WVUK to be a market leader in providing exceptional customer service at every touch point.
  • Carry out outbound calls to supporters to encourage them to maintain and increase their support. Ensuring retention KPI’s are achieved and cancellations are minimised.
  • Liaise with National Offices to resolve any issues that arise with child sponsorships. Encouraging the field staff to act quickly and efficiently when responding to sponsor queries regarding Gift Notifications, Introductory letters and Field Queries.
  • Manage changes within child sponsorships sensitively and appropriately to ensure sponsors continue their support e.g. when a sponsored child reaches the end of sponsorship or passes away. Also responsible for all specialist supporter tasks to manage programme completions for World Visions Area Programmes.
  • Deal compassionately with family members when a child sponsor passes away. Follow complex departmental procedures to provide a sensitive approach to these tasks.
  • Affirm and communicate World Vision’s Christian identity and approach to transformational development in communities around the world, as required, potentially answering difficult and challenging questions.

Our team - The team are welcoming and supportive and always willing to help. The role will require a mix of working from home and the office. As an active Christian, this role offers you the opportunity to integrate your Christian faith and be sensitive to its various expressions across cultures and denominations.

In addition to the salary offered, we provide good benefits including pension, generous holiday entitlement and free parking (MK only).

Using the link provided, please upload your CV of full employment history explaining any gaps of employment and reasons for leaving your previous employer. This must be accompanied with a covering letter stating how you meet the essential criteria.

World Vision UK is an Equal Opportunities Employer.  We value diversity and aspire to reflect this in our workforce. We welcome applications from people representing all sections of the community.  World Vision UK also operates flexible working policies and practices.

As a child focused organisation, World Vision UK is committed to the safeguarding of children, therefore any offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.

By submitting your application, you understand and accept that World Vision UK will process the data you provide for the purposes of your application and in accordance with the World Vision UK - Job Applicant Privacy Notice available on our website.

Universal acceptance for everyone, everywhere is at the heart of our organisation. We promote diversity of thought, culture, and background, which connects the entire World Vision family.  As such, World Vision is proud to be an Equal Opportunity Employer. We value diversity and aspire to reflect this in our workforce. We particularly welcome applications from under-represented sections of the community.



Posted on: 22 April 2022
Closed date: 20 May 2022 at 23:59
Tags: Christian, Communications, PR