Part Time Customer Care Advisor
£19187 – £20197 pro rata
Based at our HQ in Leicester LE3 1UT
Role 1 22.5 hours 12.30 – 5pm Monday to Friday
Role 2 19.5 hours 12.30 – 5pm Wednesday then 9-5 Thursday and Friday
The RAF Association has a clear objective: to help sustain a resilient and empowered RAF community, including serving personnel, RAF veterans and their families. Through our sector leading services, we offer friendship to the isolated and lonely, sheltered housing for those who want to remain proudly independent and childcare to serving personnel on RAF stations. We work closely with partner organisations, including other military charities, and have a strong bond with our donors and supporters, giving us the confidence to deliver for our beneficiaries when they need us.
With thousands of members across the UK and further afield, plus hundreds of dedicated employees and volunteers, we have the network and experience needed for a personal one-to-one approach. We work together to make sure no one is ever left behind.
How you can make a difference
This is a customer care role like no other. Unlike traditional customer services roles, our customer care team deliver multi-channel communications through the phone, email, web chat and social media. The role is wide ranging, and consists of both inbound and outbound call handling. It also provides lots of interest and variety, meaning no two days, calls or interactions are the same. In return you will be purposeful in making a difference to the RAF community, supporting those at their time of need.
What to expect from the role
This is a role where your values and desire to support beneficiaries outweighs traditional qualifications.
Previous experience within a customer service environment or contact centre is highly desirable. You will be used to supporting and providing excellent customer service and able to accurately record all communications onto databases (we use Salesforce) whilst truly listening and assisting the caller. A high proficiency of IT skills is required as you will be using dual monitors and need to use several software programmes to assist you within your role due to the variety of tasks we complete. We will of course provide full training! We would like you to be confident in outbound calling (not cold calls) and be able to build rapport easily to connect with our members and beneficiaries whether they need support in renewing their memberships or we are calling to check on their welfare. Overall, our ideal colleague will put the customer at the heart of everything they do, display patience and empathy at all times but also have a good sense of humour! We offer a supportive and engaging learning environment and always like to take employee feedback on board.
- Fantastic environment committed to really making a difference.
- Generous annual leave – 36 days (pro rata for part time workers) including public holidays.
- 5% employer pension contribution under salary sacrifice (subject to matched employee contribution)
- Company sick pay (after qualifying period)
- Free eye tests and a contribution towards glasses.
- Employee assistance programme – confidential helpline for advice and support.
- Free onsite car park.
- Cycle to work scheme
- On site shower facilities (Head office)
- Close to park and ride (Head office)
Our modern open plan office has air conditioning, a café style kitchen area and a quiet break out zone for when you need a little bit of time to relax and recharge.
Want to join us?
We are happy to accept CVs for this role. In order to make your application really stand out, please take some time to review that your CV is up to date as we will initially consider your skills and experience based on your CV which align with the role profile and person specification. This is available to download from our website www.rafa.org.uk Please also consider attaching a cover letter as this can really bring your CV to life!
When you are happy with your CV and cover letter, please send to email@example.com. Please also tell us which role you wish to be considered for.
We reserve the right to close this opportunity early so please do not delay in applying as we’d love to hear from you.
Closing date Monday 22 August 2022
The RAF Association is a Disability Confident Employer, please get in touch if you require any assistance with the application process.