Job Title:
Member and Supporter Experience Coordinator
Team:
Member and Supporter Experience
Location:
Hybrid (split between home-working and London), 1 day minimum a week in office
Salary on appointment:
GBP26,887-GBP32,000 per annum
This role is a full-time role, but we are open to part-time applicants happy to do a job-share.
Context and Purpose of Role
At the heart of the Ramblers lies our community of over 100,000 members and supporters, enabling us to fulfil our charitable mission across the length and breadth of Great Britain.
This role is pivotal in ensuring the delivery of
excellent supporter service ,
coaching
and empowering the Member and Supporter Experience Officers to meet the needs of our supporters. You will play a key role in fostering a positive experience for supporters, managing relationships with third-party suppliers, and
driving continuous improvements
across processes and systems. As a key point of contact for internal teams, you will
traffic-control workloads , ensure smooth project delivery, and act as a champion for supporters across the organisation.
Key Responsibilities:
Team Leadership and Coaching
Provide day-to-day
guidance and supervision
for Member and Supporter Experience Officers, ensuring workloads are evenly distributed, priorities are clear, and deadlines are met. Lead regular check-ins and team huddles
to review progress, share updates, and address any challenges or blockers, in consultation with the Head of Member and Supporter Experience. Coach and support
Member and Supporter Experience Officers, providing the skills and knowledge to deliver excellent supporter service through tailored training and coaching. Support the monitoring of
quality and productivity
using satisfaction ratings, and performance measures. Take remedying actions, such as further training or support, in consultation with the Head of Member and Supporter Experience. Co-ordinate
key business project delivery
within Supporter Care, liaising with other teams, coaching the team, and supporting delivery. Supplier and Project Management
Manage relationships with key suppliers , including Elovate, our payment processor, and fulfilment centre. Be responsible for briefing them on new projects and setting up procedures. Monitor supplier SLAs
and performance measures, ensuring consistently high standards. Manage projects with third-party suppliers to time and budget. Proactively
identify new solutions or efficiencies to improve working practices. Operational Oversight
Oversee the
scheduling and management of team rotas , ensuring adequate coverage for incoming enquiries, including peak periods and project delivery deadlines. Support the
induction and onboarding of new team members , ensuring they are equipped with the knowledge and tools to excel in their roles. Act as the
first point of contact
for incoming requests from other teams and campaign briefings,
managing the team's workload and rota. Provide
KPIs
on request from the Head of Member and Supporter Experience. Deliver KPI, SLA and insight reporting that drives better decision-making. High Standard Supporter Care
Support the team daily in
answering incoming enquiries
as part of the role. Develop and maintain
a framework
for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Where needed, work with relevant managers in other teams to develop solutions. Regularly
review the quality of interactions
handled by team members (e.g., through spot-checking emails, calls, and case resolutions), offering constructive feedback and suggestions for improvement. Cross-Team Collaboration and Advocacy
Work closely with teams across the organisation to build and
maintain
knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements. Act as an
ambassador
for members and supporters across the organisation, sharing insights with colleagues. Maintain
strong relationships across the Ramblers , including Ramblers Cymru and Scotland, ensuring the team delivers a high standard of service aligned with organisational priorities. Attend
project planning meetings
to ensure high-quality supporter care and brief the Supporter Care Team on new projects. Continuous Improvement
Monitor performance and implement actions to drive
continuous improvement . Recommend
process improvements
for key systems, such as the inbound enquiry system and CRM, in consultation with stakeholders. Proactively
identify
training needs for team members based on performance trends, and coordinate tailored training sessions to address gaps. Volunteer and Digital Engagement
Manage office volunteers , ensuring they feel valued and supported to carry out their tasks effectively. Input into the
development of new digital products
(e.g., website and mobile) to enhance membership value and support volunteer-led recruitment and retention efforts. Other
Undertake such other duties as may be reasonably required of the post. The Person
Knowledge, Skills and Experience
Essential:
Strong
interpersonal and supervisory skills , with the ability to provide clear guidance, constructive feedback, and coaching to team members. A high standard of
organisational skills
with the ability to effectively prioritise and manage own workload. Excellent
interpersonal and communication skills , including the ability to write to a high standard. Strong
numerical skills
and the ability to use and interpret data. Ability to adapt style, tone and content to a relevant audience. Experience delivering
excellent supporter or customer care
( minimum 2 years' ). A team player , able to develop collaborative, strong and effective working relationships. Innovative and solutions-focused
with the ability to build knowledge and learn new skills. Experience in working with
CRMs
(e.g. Salesforce), customer care ticket systems (e.g. Zendesk or Service-cloud) and telephone management systems (e.g. CloudCall). Desirable:
Experience
supporting and supervising teams
in a customer or supporter-focused environment, including managing workloads and maintaining quality standards. Interest in
walking
and/or being an advocate for the outdoors and natural environment. Experience in managing knowledge, learning and/or training in a supporter or customer-facing environment. Experience working within or alongside
fundraising or membership teams. Experience in providing
insight and reporting
in a supporter or customer-facing environment. Experience in
working with volunteers , with an understanding of volunteer motivations and needs. Knowledge of relevant regulatory and legal requirements that impact charities. Experience working with
third-party suppliers. Personal Attributes
A team player, develop collaborative, strong and effective working relationships. Empathetic and patient, with a genuine desire to help members and supporters. Positive and professional attitude. Proactive and self-motivated with the ability to work independently. Adaptable and flexible in a fast-paced environment. Strong sense of responsibility and accountability. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Values and Behaviours
Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people.
Inclusive
We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.
Inspiring
We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission.
Empowering
We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action.
Responsible
We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do. #J-18808-Ljbffr
Member and Supporter Experience Coordinator
Team:
Member and Supporter Experience
Location:
Hybrid (split between home-working and London), 1 day minimum a week in office
Salary on appointment:
GBP26,887-GBP32,000 per annum
This role is a full-time role, but we are open to part-time applicants happy to do a job-share.
Context and Purpose of Role
At the heart of the Ramblers lies our community of over 100,000 members and supporters, enabling us to fulfil our charitable mission across the length and breadth of Great Britain.
This role is pivotal in ensuring the delivery of
excellent supporter service ,
coaching
and empowering the Member and Supporter Experience Officers to meet the needs of our supporters. You will play a key role in fostering a positive experience for supporters, managing relationships with third-party suppliers, and
driving continuous improvements
across processes and systems. As a key point of contact for internal teams, you will
traffic-control workloads , ensure smooth project delivery, and act as a champion for supporters across the organisation.
Key Responsibilities:
Team Leadership and Coaching
Provide day-to-day
guidance and supervision
for Member and Supporter Experience Officers, ensuring workloads are evenly distributed, priorities are clear, and deadlines are met. Lead regular check-ins and team huddles
to review progress, share updates, and address any challenges or blockers, in consultation with the Head of Member and Supporter Experience. Coach and support
Member and Supporter Experience Officers, providing the skills and knowledge to deliver excellent supporter service through tailored training and coaching. Support the monitoring of
quality and productivity
using satisfaction ratings, and performance measures. Take remedying actions, such as further training or support, in consultation with the Head of Member and Supporter Experience. Co-ordinate
key business project delivery
within Supporter Care, liaising with other teams, coaching the team, and supporting delivery. Supplier and Project Management
Manage relationships with key suppliers , including Elovate, our payment processor, and fulfilment centre. Be responsible for briefing them on new projects and setting up procedures. Monitor supplier SLAs
and performance measures, ensuring consistently high standards. Manage projects with third-party suppliers to time and budget. Proactively
identify new solutions or efficiencies to improve working practices. Operational Oversight
Oversee the
scheduling and management of team rotas , ensuring adequate coverage for incoming enquiries, including peak periods and project delivery deadlines. Support the
induction and onboarding of new team members , ensuring they are equipped with the knowledge and tools to excel in their roles. Act as the
first point of contact
for incoming requests from other teams and campaign briefings,
managing the team's workload and rota. Provide
KPIs
on request from the Head of Member and Supporter Experience. Deliver KPI, SLA and insight reporting that drives better decision-making. High Standard Supporter Care
Support the team daily in
answering incoming enquiries
as part of the role. Develop and maintain
a framework
for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Where needed, work with relevant managers in other teams to develop solutions. Regularly
review the quality of interactions
handled by team members (e.g., through spot-checking emails, calls, and case resolutions), offering constructive feedback and suggestions for improvement. Cross-Team Collaboration and Advocacy
Work closely with teams across the organisation to build and
maintain
knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements. Act as an
ambassador
for members and supporters across the organisation, sharing insights with colleagues. Maintain
strong relationships across the Ramblers , including Ramblers Cymru and Scotland, ensuring the team delivers a high standard of service aligned with organisational priorities. Attend
project planning meetings
to ensure high-quality supporter care and brief the Supporter Care Team on new projects. Continuous Improvement
Monitor performance and implement actions to drive
continuous improvement . Recommend
process improvements
for key systems, such as the inbound enquiry system and CRM, in consultation with stakeholders. Proactively
identify
training needs for team members based on performance trends, and coordinate tailored training sessions to address gaps. Volunteer and Digital Engagement
Manage office volunteers , ensuring they feel valued and supported to carry out their tasks effectively. Input into the
development of new digital products
(e.g., website and mobile) to enhance membership value and support volunteer-led recruitment and retention efforts. Other
Undertake such other duties as may be reasonably required of the post. The Person
Knowledge, Skills and Experience
Essential:
Strong
interpersonal and supervisory skills , with the ability to provide clear guidance, constructive feedback, and coaching to team members. A high standard of
organisational skills
with the ability to effectively prioritise and manage own workload. Excellent
interpersonal and communication skills , including the ability to write to a high standard. Strong
numerical skills
and the ability to use and interpret data. Ability to adapt style, tone and content to a relevant audience. Experience delivering
excellent supporter or customer care
( minimum 2 years' ). A team player , able to develop collaborative, strong and effective working relationships. Innovative and solutions-focused
with the ability to build knowledge and learn new skills. Experience in working with
CRMs
(e.g. Salesforce), customer care ticket systems (e.g. Zendesk or Service-cloud) and telephone management systems (e.g. CloudCall). Desirable:
Experience
supporting and supervising teams
in a customer or supporter-focused environment, including managing workloads and maintaining quality standards. Interest in
walking
and/or being an advocate for the outdoors and natural environment. Experience in managing knowledge, learning and/or training in a supporter or customer-facing environment. Experience working within or alongside
fundraising or membership teams. Experience in providing
insight and reporting
in a supporter or customer-facing environment. Experience in
working with volunteers , with an understanding of volunteer motivations and needs. Knowledge of relevant regulatory and legal requirements that impact charities. Experience working with
third-party suppliers. Personal Attributes
A team player, develop collaborative, strong and effective working relationships. Empathetic and patient, with a genuine desire to help members and supporters. Positive and professional attitude. Proactive and self-motivated with the ability to work independently. Adaptable and flexible in a fast-paced environment. Strong sense of responsibility and accountability. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Values and Behaviours
Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people.
Inclusive
We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission.
Inspiring
We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission.
Empowering
We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action.
Responsible
We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do. #J-18808-Ljbffr
