Job Specifications
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.
About You:
Strong communicator with excellent admin and written skills, attention to detail, and the ability to handle complex queries
Experience working in a team, with a collaborative and supportive approach
Target-focused, with experience working towards team and individual KPIs
A background in a sales, customer-facing, or supporter services/contact environment
Confident interpersonal and communication skills, with a high level of professionalism and credibility
Knowledge of relevant regulations, including BACS and HMRC/Gift Aid processes
Experience using CRM systems (Tessitura desirable)
Experience working in visitor attractions or the global entertainment sector
This role is subject to standard pre-employment checks, including confirmation of your right to work in the UK. Visa sponsorship is not available for this position.
ZSL recognises that conservation is one of the least diverse sectors, and we actively encourage applications from candidates who identify as part of underrepresented communities. We are committed to building a supportive and inclusive workplace where everyone can thrive and celebrate the value of having a team of employees with diverse skills, experiences, and heritage.
About Us:
We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.
What We Offer?
At ZSL, we are proud of our approach to employee benefits. Our benefits include:
Purpose driven work - join an organisation where every role contributes to creating a world where wildlife thrives.
Pension scheme - we offer a generous pension scheme with up to 12% contributory pension.
Flexible working - talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you.
Holidays - 25 days annual leave allowance, plus UK bank holidays (increasing with milestone anniversaries).
Access to ZSL’s staff Equality Networks -Race & Culture, Team Pride, Disability, and Menopause, supporting an inclusive and welcoming workplace for those with lived experience.
Wellbeing - access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme.
Life assurance - eligible employees will be enrolled in ZSL’s life assurance scheme from their first day.
Complimentary tickets - annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops.
Cycle2Work - our cycle to work scheme enables you to lease a bicycle.
Season ticket loan - we offer an interest free loan for eligibly London-based employees to buy a season ticket for travel between home and work.
Family friendly policies - we offer enhanced maternity, paternity, and adoption packages.
We may close this role early or extend the closing date due to the number of applications we receive, so we encourage you to apply as soon as possible.
We anonymise applications unt
About the Company
As the original science-driven conservation organisation, we're working to restore wildlife in the UK and around the world.
We're a powerful movement of conservationists, working together to save animals on the brink of extinction and those who could be next. We protect critical species, restore healthy ecosystems, collaborate with communities around the world and inspire support for nature, all driven by world-leading science.
Our unique insight and evidence-based approach informs positive change and underpins sustaina...
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