Customer Service Assistant

teams overall objective is to deliver excellent customer service and is the single point of contact for general enquiries, as well as being the portal through which other ZSL products and experiences can be sold and booked. Contact with supporters will be made via inbound and outbound phone calls, email and face-to-face in order to maximize revenue for ZSL.Main Duties and Responsibilities Handle customer contact effectively and in line with service level agreements (phone/email/chat/visits/mail/admin). Respond to reviews across key external websites such as trip advisor / Google reviews. Maximise ZSL revenue through the sale and promotion of tickets, memberships, membership upgrades, Gift Aid, experiences, donations and any new appropriate products. Meet all required call and email evaluation quality standards. Process and handle sensitive financial information and take payments ensuring that all regulatory requirements are adhered to.Person Specification Have a good working knowledge of

a customer relationship management system within a charity or commercial environment; a good working knowledge of SR04 would be advantageous. Be comfortable speaking to people over the telephone dealing with queries. Have excellent numerical, written and oral skills, as well as excellent interpersonal and customer care skills too; experience working in a customer service department within a charity would be an advantage. Be objective and target driven; highly organized and able to work well under pressure Have an understanding of Bankers Automated Clearing Systems (BACS) and HM Revenue & Customers (HMRC) in regard to Gift Aid.What do we offer?You will have access to a blended program of Wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Program as well as regular webinars and activities around mental,physical, social and financial wellbeing. The opportunity to be part of an organisation that is committed to improving diversity and

inclusion.Other benefits include 25 days holiday, life assurance, stakeholder pension (employer contribution is matched up to 12%), complimentary zoo tickets with a 30% discount in shops and online, subsidised canteen, enhanced paternity and maternity leave, season ticket loan, cycle to work scheme, discounted gym membership and access to a wide range of learning and development opportunities.Ultimately, you'll know that you'll help us to inspire, inform and empower people to stop wildlife going extinct.Closing date for applications: Midnight Sunday 17th July 2022.We are committed to the principle of equal opportunities in employment.The Zoological Society of London is a charity registered in England and Wales: no. 208728.