Supporter Care Officer

Supporter Care Officer

• £25,303 per annum, pro rata
• Ref: SUS4201
• Up to 37.5 hours per week, we are happy to discuss working hours to suit individual
  circumstances.
• Base: home based / Sustrans Bristol hub

About The Role

It is an exciting time to join the charity as we make significant investments in the
fundraising team to focus on promoting Liveable Towns and Cities and develop Paths for
Everyone. Supporters and donors are at the heart of Sustrans work, helping us to achieve our
overall mission of making walking and wheeling accessible for everyone. In this role you will
act as the primary contact point for donors and the general public, playing a key part in
helping us to deliver a great customer experience.

You will be responsible for interactions and enquiries using a variety of methods (phone,
email, letter, and digital channels) along with providing excellent customer service including
taking and approving orders over the phone. 

You will work closely with Finance team in managing all records of donations received and
banked for reconciliation.

We offer true hybrid working, with a mix of home working and the opportunity to work from our
hub in Bristol, with flexible hours offered to suit individual circumstances.

About You

With the ability to build relationships with ease across a wide range of people, you will also
be comfortable with collaboratively working across multiple teams.

This is a people-centric role so you should have demonstrable experience in delivering high
quality customer/supporter care, with the ability to handle complaints and find suitable
resolutions.

You will be able to plan & prioritise your own workload, in addition to taking an
imaginative approach to problem solving.

Sustrans has a long-term commitment to being a charity for everyone – reducing inequality,
valuing diversity, enabling inclusion and ensuring all people are treated with dignity and
respect. We aim to be a truly inclusive employer and welcome applications from people from all
parts of the community, in particular from under-represented groups. 

What we offer

In return we can offer ongoing working from home and a truly flexible, supportive, and
rewarding working environment. 

Wellbeing

• 28 days’ leave per annum plus bank holidays for full-time working
• Ability to buy an extra week of annual leave (pro-rata for part-time staff)
• Staff volunteer days
• 24/7 free, impartial and confidential support service
• We are members of the Green Commute Initiative and Cycle Scheme who both offer cycle to
  work schemes

Financial

• Group Personal Pension scheme with a 5% or 6% of basic salary contribution being matched by
  Sustrans
• Bike, computer and season ticket loans
• Discount benefits
• London Weighting Allowance of £4,195 for all those living within a London Borough (32
  local authority districts plus the City of London)
• Death in Service benefit – 3 x annual Salary

Family Friendly

• Enhanced maternity and paternity pay
• Flexible Working practices (full time hours are 37.5 per week, Monday – Friday)

Additional information

• Closing date for the receipt of completed applications is 23:59 19 February 2024
• Interviews will take place via MS Teams during the 29 February and 01 March 2024

To apply, please complete our online application form. More details of our vacancies can be
found at www.sustrans.org.uk/about-us/vacancies.

About Sustrans

At Sustrans you’ll be part of a movement to make it easier for people to walk and cycle. 

We’re all here to change things! You’ll be part of an incredible community of talented,
passionate, creative, problem solvers all working together to change things for the better. We
act locally and think big – we have a vision of a society where the way we travel creates
healthier places and happier lives for everyone.

You’ll be questioning the status quo and daring to imagine a different world. You’ll work on
exciting, impactful projects that will stretch and empower you and you’ll be rewarded by seeing
the difference you make to people, communities and the planet. 

 We believe including everyone is central to who we are and what we want to achieve, we welcome
difference and pride ourselves on creating a culture where you can be yourself and where your
wellness is supported. 

You’ll be guaranteed to make friends for life and work with a team that is incredibly flexible,
supportive, ethical and fun.