Supporter Advisor- Wildlife (Fixed-Term)

Job Description

One of our strategic outcomes is that by 2030 ‘more, and more diverse, people will be engaging with the RSPB, taking meaningful action for nature’. We depend on our supporters because we need people – all people – to care about and take action for nature if we are to save it.

Our team of Supporter Advisors provide consistent and enthusiastic front-line support, pertinent information, complaint resolution and advice to existing and prospective supporters.

Dealing with up to a quarter of a million communications each year, through a range of channels including phone, email, letters and social media, this team acts as the voice of the RSPB speaking directly to our supporters.

What's the role about?

In this role you will inspire, nurture and help develop an interest in nature, along with the understanding that nature is in crisis but together we can save it, to develop support for the RSPB now or in the future. You will do this through developing conversations (written and verbal) with supporters in order to increase retention, loyalty or incremental support for the RSPB through both financial and non-financial actions.

Providing excellent supporter care joined with a great level of knowledge about UK wildlife, to answer a wide range of RSPB specific and general wildlife enquiries.

You will be updating and making complex changes to databases whilst interacting professionally and courteously with supporters. Additionally you will manage and bring about positive conclusions to customer complaints.

You will need to be able to take on board information provided in FAQs, standard guidance and policy positions to inform day-to-day interactions with members and supporters. It is also essential for you to provide supporter insight internally by sharing knowledge and insight gained from day-to-day interactions with members and supporters with the rest of the team to help develop shared learning and to identify broader issues and opportunities.

You will get opportunities to provide some support with proofreading and, on occasion, contribute to internal and external communications on garden birds and taking action for nature.

Essential skills, knowledge and experience:

• Excellent levels of customer care with previous experience in a customer service role
• Strong written and verbal communication skills
• Able to utilise and contribute to large databases
• Able to develop relationships with existing and prospective members and supporters
• Able to manage own workload with high degree of flexibility to match resource and customer demand
• Excellent attention to detail
• Excellent knowledge of birds, wildlife and conservation
• Demonstrable wildlife identification skills
• Understanding of wildlife law, planning matters and habitat management

This is a 12 month Fixed-Term role for 37.5 hours per week. The RSPB reserves the right to extend or make this role permanent without further advertising dependent on business needs at the end of the contract term.

Ideally the successful applicant will attend the UK Headquarters in Sandy, Bedfordshire 1-2 times per week during the induction period then subsequently at least once per month for collaboration and team building purposes.

We are looking to conduct interviews for this position from 8th May 2024. For further information please contact charlotte.ambrose@rspb.org.uk

As part of this application process you will be asked to complete an application form including evidence on how you meet the skills, knowledge, and experience listed above.

We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature’s side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.

The RSPB is an equal opportunities employer. This role is covered by the Rehabilitation of Offenders Act 1974.

This role is not eligible for UK Visa Sponsorship - the successful applicant will need to have a pre-existing Right to Work in the UK in order to be offered an employment contract.

Before applying for this role, we recommend reading through the candidate guidance notes attached to the top of this advert.