Giving Services Customer Support

Giving Services Customer Support

Salary: £23,500 - £25,500

Contract: Fixed-term to 31st December 2023, but with possibility of extension

Closing date: 9:00am on Monday 20th February 2023, interviews week beginning 27th Febuary 2023

Location: 1 Lamb's Passage, London EC1Y 8AB - There is some flexibility to work remotely, although you must be able to work in the office at least twice per month as a minimum, or as the organisation requires.

Please view the Applicant Pack for full description of the job role.

Overview

Here at Stewardship, we’ve been blessed to see continued growth in giving from Christians around the country who trust our Giving Account to free their financial giving from the humdrum and pressures of daily life, and to grow their generosity towards the churches, charities and Christian workers that they most care about.

Working alongside other Giving Stewards, you’ll be the voice of Stewardship on the phones and by email, attending to our givers needs and helping them to give generously to the causes they care about.

You’ll provide an end-to-end service, resolving issues for those wanting to manage giving themselves from our online accounts, right through to setting up Direct Debits and configuring giving portfolios for those who want a little more assistance.

Main Responsibilities

To include, but not limited to:

Customer service

• Delivering a high-quality customer service to our giving account holders, helping them give easily and effectively to the causes they want to support
• Handling a high volume of queries by phone, email, and other channels in a timely manner, paying close attention to detail when processing requests
• Supporting givers with their online accounts, including guest givers on stewardship’s public giving pages, reporting and resolving issues quickly and efficiently.

Customer Engagement & Feedback

• Actively engaging givers to strengthen relationship between them and Stewardship, understanding the different giver behaviours and enabling them to make full use of their account and maximise their giving through methods such as outbound call campaigns and other means
• Helping to capture and feedback customer experience both online and offline, reporting to the appropriate teams and platforms to continually improve the service we provide
• Actively demonstrating Christian values & Stewardship values to our givers by serving them excellently and efficiently

Donation handling and Processing

• Ensuring that compliance needs are met within gift processing and managing giving accounts, including Gift Aid, Money laundering and Fraud, safeguarding vulnerable donors, identifying higher risk transactions and escalating where necessary
• Complete daily financial and data processing tasks such as bank reconciliations, Direct Debit recalls, KYC ID checks etc, ensuring high levels of accuracy and all procedures are followed correctly

Staff Benefits

Once probation has been passed, there are number of benefits available to staff including:

• Subsidised exercise membership
• Contribution to your charitable giving account
• Long service awards
• Participation in the Cycle to Work Scheme
• Death in Service benefit
• Option to join a Health Cash Plan
• Interest-free season ticket loan