CANCER RESEARCH UK

Cancer Research Supporter - Customer Service Apprenticeship

Employer:

CANCER RESEARCH UK

Training Provider:

LIFETIME TRAINING GROUP LIMITED

Weekly wage £356.65
35.0 hours per week 35 Hours a week - Shifts TBC
duration: 12 months
start: 16 December 2019
Oxford
Intermediate(level 2)
Customer service practitioner Level 2 (GCSE) (apprenticeship standard)
2 December 2019 (application closing date)
You will have to provide excellent service to supporters on the phone, via e-mail, live chat and letter aiming for each interaction to exceed expectations. To act as an ambassador for Cancer Research UK to engender loyalty and trust from supporters. To recognise opportunities to support income generation.

Responsibilities

Salary - £19,200 potentially rising to £21,000 after 6 months

Key Responsibilities:

  • Communicate with supporters via phone, email, letter and live chat, providing tailored, personalised and concise responses to all enquiries and complaints to the required standard and service level agreements
  • Listen to the needs of each supporter, considering and understanding their personal experiences and motivations while conveying information in an appropriate and empathetic manner
  • Resolve supporter enquiries at the first point of contact where possible, ensuring a helpful and appropriate query response
  • Utilise interactions with supporters to cross promote Cancer Research UK’s range of engagement opportunities and services, aiming to develop deeper relationships to realises the potential of the supporter
  • Be an information specialist, maintaining a broad knowledge and understanding of Cancer Research UK’s campaigns
  • Work as an effective member of the Supporter Contact team by providing support to colleagues and sharing this information to contributing to the knowledge base of the team
  • Ensure accurate information is gathered during interactions with supporters
  • Maximise supporter contribution to Cancer Research UK through the promotion of Gift Aid at all opportunities
  • Comply with FRSB regulations and the IOF codes of practise

Key Technical Skills, Knowledge, Experience and Behaviours:

  • Demonstrable passion for delivering excellent customer service
  • Experience of working in a service related environment, including communicating with customers via the telephone and in writing
  • Experience of conversing confidently over the telephone with a high standard of verbal communication and the ability to convey information appropriately
  • Experience of writing letters/emails with a high standard of grammar, spelling and presentation
  • Strong interpersonal skills with the ability to quickly build rapport
  • IT literate
  • Excellent attention to detail and accuracy
  • Strong organisational and prioritisation skills to meet deadlines
  • An approach which is flexible, innovative and responsive
  • Ability use initiative and determination to find answers to any questions raised

Future Prospects

Progression within Cancer Research UK.

Reality Check

You will be paid the National Minimum Wage.

Skills Required

What're we looking for?

  • Strong communication skills
  • Excellent attention to detail
  • Ability to work on own initiative and make informed decisions
  • Able to work to targets and achieve tight deadlines

Qualities Required

None required.

Qualifications Required

N/A

Training Provided

Customer Service Practitioner Level 2

Apply now

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