Time left to apply End Date: January 27, 2025 (10 days left to apply)
job requisition id R029859
4,000 professionals, 0 days wasted, 1 incredible purpose. Together we will beat cancer.
Department: Marketing, Fundraising & Engagement
Contract: Permanent
Hours: Full time 35 hours per week (between 8am – 8pm, 1-2 weekends in 6)
Location: Sterling House, Oxford, 1-2 days per week
Closing date: 27 Jan 2025
Recruitment process: Competency Based interview with a short role play scenario and online task to be completed as part of your application.
Interview date: Week commencing 3 February 2025
Internally this role is known as Inbound Supporter Services Executive.
This vacancy may close earlier if a high volume of applications is received or once a suitable candidate is found, therefore we strongly recommend that you apply early to avoid disappointment. Please let us know if there is anything about the recruitment process that you would like to discuss, in particular if there are any changes or adjustments that would make it easier for you to apply. Please contact recruitment@cancer.org.uk or 020 3469 8400 as soon as possible.
Please note: You must be eligible to work in the UK to apply for this vacancy. Cancer Research UK is not able to offer visa sponsorship.
At Cancer Research UK, we exist to beat cancer.
We have an exciting opportunity for an engaging, friendly, and passionate individual to join us as a Customer Service Adviser. You’ll use your top-notch people skills to provide excellent customer service to our supporters on the phone, via email and in letters. You’ll be proactive and tenacious and use each interaction as an opportunity to maximise fundraising and loyalty for Cancer Research UK.
This could suit someone who has worked in fundraising (Face to Face/Door to Door) and is passionate about raising money for Cancer Research UK. Alternatively, you could work in a call centre, as a telemarketer or sales advisor. As long as you can demonstrate the ability to inspire and motivate our supporters, we would love to hear from you.
You’ll be given full training and support in the form of online/in-person workshops as well as a buddy to support you in your journey to becoming a subject matter expert.
It’s a fun working environment where you can work locally to support one of the UK’s most trusted brands. There is lots more too; 25 days holiday + flexible bank holidays, sick pay and lots of development opportunities. You will also have access to discounts and benefits on the surrounding business park.
What will I be doing?
1. Using each conversation as an opportunity to promote CRUK’s range of fundraising opportunities, products and services, with the goal of strengthening the relationship, enhancing the experience, improving fundraising and extending loyalty.
2. Proactively seeking engaged supporters via inbound and outbound interactions.
3. Manage supporter queries across various channels in a professional and timely way, promoting a first point of contact resolution.
4. Take ownership of casework load ensuring it is seen through to resolution.
5. Ensure Key Performance Indicators (KPI) are achieved.
6. Working across all our services and channels e.g. Outbound calls, inbound calls, Live chat, email, Social Media.
7. Admin and data entry through updating CRM.
What skills are you looking for?
1. Passion for and experience in delivering excellent customer service.
2. Confident in conversing with supporters/fundraisers and the ability to build long-lasting relationships across varied channels, verbal and written.
3. Confident in motivating supporters to increase loyalty to the charity (Upselling our products to inspire fundraising opportunities).
4. Experience of working to targets and be self-motivated to meet these.
5. Strong interpersonal skills including experience of conversing confidently over the phone.
6. Excellent attention to detail and level of accuracy.
7. IT literate and the ability to use multiple systems (CRM, TEAMS, OUTLOOK, MICROSOFT/Salesforce).
Our organisation values are designed to guide all that we do.
1. Bold: Act with ambition, courage and determination.
2. Credible: Act with rigour and professionalism.
3. Human: Act to have a positive impact on people.
4. Together: Act inclusively and collaboratively.
We’re looking for people who can believe in and embody these organisation values and can use them to drive forward progress against our mission to beat cancer.
What will I gain?
Each and every one of our employees contributes to our mission to beat cancer. In return, we create a working environment that supports your wellbeing and provide a generous benefits package, a wide range of career and personal development opportunities and high-quality tools. Our policies and processes enable you to improve your work-life balance, take positive steps in your career and achieve your personal wellbeing goals.
We operate an anonymised shortlisting process in our commitment to equality, diversity and inclusion. CVs are required for all applications; but we won’t be able to view them until we invite you for an interview. Instead, we ask you to complete the work history section of the online application form for us to be able to assess you fairly and objectively.
Our vision is to create a charity where everyone feels like they belong, benefits from and participates in the work we do. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.
We want to see every candidate performing at their best throughout the job application process, interview process and whilst at work. We therefore ask you to inform us of any concerns you have or any adjustments you might need to enable this to happen. Please contact recruitment@cancer.org.uk or 020 3469 8400 as soon as possible.
Unfortunately, we are unable to recruit anyone below the age of 18, so that we can protect young people from health & safety and safeguarding risks.
About Us
As the world’s largest independent cancer research charity, we conduct research into the prevention, diagnosis and treatment of the disease. Our aim is to see 3 in 4 people survive cancer by 2034 and our staff are integral to achieving that ambition. Cancer Research UK offers you excellent prospects to expand your career as well as the ability to make a real difference to the lives of others. We're always looking for sharp, brave, and collaborative people to join Cancer Research UK and continue to make it a great place to work. Find the career you're looking for and let us change lives together.
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