Member and Supporter Experience Coordinator

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: £26,887-£32,000 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-focussed 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.