Charity Support Care Officer

We have a fantastic position working as a Support Care Officer for a leading charity’s Supporter Care team based in the City of London. This is a full time office based, 3 month temporary position to start asap.Paying £12.00ph with holiday pay. The Supporter Care team assist the thousands of people who contact the charity each year. They are a busy and critical contact centre, responsible for managing and stewarding contact from the public and supporters regarding fundraising, or enquiring about their services or media stories. Duties: * To lead on and prioritise the social media community management of paid advertisement campaigns. e.g.: * Reading and listening to the audience on Instagram and Facebook * Responding and moderating audience comments using the Emplifi Platform (social media management platform) * Identify any high-risk audience activity that may be a reputational risk to the organisation. * Contribute to the weekly reports by flagging key trends and insight to senior team members. * Be able to confidently source responses to new questions, whilst creating template responses to be used by the whole team. * Managing the administrative inboxes to deal with incoming requests, data entry changes for supporters of the charity and investigate and resolve payment queries * Scanning, filing, archiving, photocopying and general office support * Following up and escalating outstanding queries that are at risk of breaching our agreed SLA * Listening to and actioning voicemails from supporters requesting removal from mailing lists * Assist taking phone calls from supporters/members of the public with payment queries and administrative requests. Location and hours * Head office in Moorgate, in the City of London * This role is entirely office-based, remote or hybrid isn’t an option for this role * Office hours are 09.00-17.00 Monday-Friday. This is a full-time role What we are looking for * Previous social media community management experience * You have previous experience working in the charity sector * You have previous experience working with databases and CRM systems * You are comfortable working with Microsoft applications like Outlook, Word, Excel, Teams, SharePoint and CRM databases * You have worked in customer service environments/roles before * You are an organised multi-tasker with fantastic time management We consider every CV that is submitted to us, however please note that time constraints and high volumes of CVs we are only able to get back to those applications that are successful. If we have not contacted you within 48 hours, unfortunately your application has not been successful and we wish you all the best in your job search