Supporter Contact Coordinator (Fixed-Term)

ZSL is seeking a full-time Supporter Contact Coordinator to join our dynamic team at ZSL London Zoo. The primary goal of the Supporter Contact team is to deliver exceptional customer service, acting as the main point of contact for general inquiries. The team also facilitates the sale and booking of ZSL’s products and experiences. This role involves engaging with supporters through inbound and outbound phone calls, emails, and face-to-face interactions to drive revenue for ZSL. 

The position is for 37.5 hours per week and is offered as a six-month fixed-term role. It is based fully on-site, and hybrid or remote working is not available for this position. The role operates on a rolling rota, with working days typically being Monday, Tuesday, Thursday, Friday, and Sunday. Days off are Wednesday and Saturday. Shifts are usually 7.5 hours in length and include weekend working as part of the rota.

Key responsibilities: 

Supporter Contact: Handle all supporter communications across phone, email, post, live chat, social media, and related administrative tasks.
Feedback & Improvement: Listen to supporter feedback and use insights to drive service improvements and positive change.
Sales & Revenue: Maximise income through effective customer service and sales opportunities.
Customer Service: Deliver excellent customer service in line with ZSL’s mission and values.
ZSL Advocacy: Promote ZSL’s work by inspiring and empowering people to protect wildlife and prevent extinction.
Compliance: Ensure full compliance with regulatory requirements, including GDPR and PCI standards.