Customer Experience Officer

Hours per week: Full Time – 37.5hrs  

Schedule: 9.30 – 5.30 with (2 evenings per week 11am – 7pm)

Type of Contract: Permanent

Salary:  £25,019.32

Location: Remote

We have an exciting opportunity available for you to join our growing team as a Customer Experience Officer. You will be working remotely on Full-Time, permanent basis and in return, we are offering a competitive salary of £25,019.32 per annum, plus excellent benefits.

Local Hospice Lottery is the country’s leading lottery for hospices and has raised over £60 million for hospice care to date! External recognition of our expertise includes being a finalist in the 2017 and 2020 Institute of Fundraising Awards (‘Most Committed Company to the Sector’ Category) and winner of The Lotteries Council’s ‘Lottery Operator of the Year’ Award in 2018. This is an incredible opportunity to be part of an innovative and dedicated team within a market-leading, growing and successful organisation!

We offer fantastic benefits in return for becoming a Customer Experience Officer:

• 25 days annual leave + Bank Holidays on appointment (rising with length of service) pro-rated for part-time
• Paid Birthday leave
• Flexitime and Hybrid work pattern
• Health cash plan
• Bluecrest Health Assessments
• Schroder Financial Planning
• Competitive pension

About the role:

As a Local Hospice Lottery Customer Experience Officer, you will be responsible for making outgoing telephone calls which include, welcome calls, reactivation calls and upgrade calls to existing and previous lottery players. You will also be receiving incoming enquiries via phone, email and responding to Web Chat enquires.

Through ensuring that our members always feel valued, respected and receive a professional and consistent approach to their needs – as a Customer Experience Officer you will aid Local Hospice Lottery’s overall strategic development by having a positive impact on member retention and ultimately the amount of money generated for hospice care.

The successful candidate will need to have outstanding communication skills, be a real team player and possess the ability to come across in a confident and friendly manner. IT skills and experience of using CRM databases are also a must.

What we are looking for in our ideal Customer Experience Officer:

• Recent and demonstrable experience in undertaking B2C telephone calls is a desirable requirement
• Outstanding communication skills and the ability to come across in a confident, professional and friendly manner
• Solid experience of working with a CRM database and proficient in updating individual member records
• Outstanding negotiation skills with the ability to successfully resolve issues and address complaints
• Someone who is cool-tempered and able to handle rejection
• Written skills to a high level
• Effective team player
• Ability to learn about products and services and explain them confidently
• Solid IT skills
• Ability to prioritise and achieve set goals

If you wish to discuss this opportunity further, please call Gemma or Sharon on (phone number removed) between 10am and 4pm Monday to Friday or hit ‘Apply’.