Royal British Legion
Supporter Care Senior Officer
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£33,622 to £36,863 per annum (Inclusive of London Supplement)
About the Role
The Supporter Care Senior Officer is a key role within our Fundraising team, sitting at the heart of every supporter interaction and helping to shape the experience people have with The Royal British Legion. This is an opportunity for someone who knows what great customer care looks like and takes pride in getting the detail right. You'll be the person colleagues turn to for guidance on complex enquiries, complaints and supporter issues, while also ensuring that day to day operations run smoothly, efficiently and to the highest standard. Working across multiple teams and with external partners, you'll help deliver a service that is professional, responsive and built around the needs of our supporters.
Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.
Key Responsibilities
- Confident in managing priorities, analysing trends, improving processes and coaching colleagues to deliver consistently high standards.
- Comfortable rolling up your sleeves when needed, whether that's resolving a challenging complaint, overseeing supporter administration, improving ways of working or supporting the delivery of key fundraising activity.
- Combine excellent judgement with a practical, solutions-focused approach and understand the importance of compliance, accuracy and accountability in every interaction.
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Role Highlights
- Genuine variety and the chance to make a visible impact.
- Lead projects, help shape service improvements, support and develop team members, and use insight to influence how we engage with supporters in the future.
- Ideal for someone who enjoys balancing people leadership with operational delivery and who thrives in a fast-paced environment where no two days are the same.
Employee Benefits Include
- 28 day’s paid holiday (plus bank holidays) increasing with service, with optional annual leave purchase scheme of up to 5 working days
- Enhanced paid maternity, paternity and adoption leave
- Generous pension scheme with employer contributions ranging from 6% to 14%, depending on length of service
- Range of flexible working options may be available, depending on your role
- Employee Assistance Programme providing confidential counselling, financial and legal advice
- Range of courses delivered by learning specialists to support your development goals and objectives
- Opportunities to volunteer
- Travel loans, Cycle to Work, and more!
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How to Apply
For more detailed information about the role, please see the Job Description attached to our direct advert. Our teams take a personalised approach to shortlisting, which is carried out without the use of AI and is based on the evidence provided in your application against the essential and desirable criteria in the Person Specification.
Inclusion Commitment
RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.
As part of our commitment to inclusion, we offer interview schemes for candidates who declare an Armed Forces connection and/or a disability. However, candidates are only eligible for this scheme if their application clearly demonstrates that they meet all of the essential criteria listed in the Person Specification for the role.
Application Details
Interview Dates: 16th September onwards
We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.
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