Job details
Location: Dallas, Texas
Benefits
Here at Human Appeal we have an exciting opportunity for a US Customer Care Supervisor to join our team based in Dallas, TX. You will be joining us on a full-time basis. In return, you will receive a competitive salary!
Human Appeal is a faith-based charity that aims to abolish poverty by providing humanitarian aid, sustainable development programs and championing advocacy for our beneficiaries worldwide.
As a US Customer Care Supervisor, the successful candidates will ensure the smooth running of the department through daily supervision of advisors and overseeing their performance towards agreed KPIs. They will provide support to the Donor Care department by training, coaching and conducting regular monthly 1-2-1s for Donor Care Advisors to improve their performance and ensure the team meets all set objectives. The Customer Care Supervisor will oversee the complaints and refund processes, by taking ownership and managing the complaints telephone line and correspond with donors relating to refund queries, to ensure that all donor complaints and refund requests are properly investigated and dealt with adequately and within a reasonable time-frame. This is all in order to safeguard the reputation of Human Appeal and to retain Human Appeal donors to ensure that Human Appeal income generation targets are met. We are ideally looking to appoint somebody immediately to this role.
Key duties and responsibilities of the US Customer Care Supervisor:
- Lead Customer service and Call Centre lines
- Provide comprehensive administration service and customer service in line with SLA
- Provide one-to-one coaching, training, supervision and support to Donor Care Advisors for them to better perform their duties
- Act as first point of contact for all complaints and refund queries, liaising with complainants in a sensitive and appreciative manner
- Oversee feedback initiatives to improve customer service
- Manage complaints in accordance with Human Appeal’s complaints policy, ensuring they are acknowledged within 48 hours and resolved within 14 days, providing timely resolutions to all complaints, and informing the appropriate Department Director of any relevant complaint
- Present a summary of complaints to HA meetings and weekly updates to Directors and CEO (where appropriate)
- Analyze trends and report to Directors to mitigate against future risks
What we’re looking for in our US Customer Care Supervisor:
- Ideally degree-educated. Minimum GCSE (or equivalent) in English and Math
- At least 2 years of significant customer service and complaints-handling experience
- Experience of working with senior stakeholders, such as Directors and Trustees
- Proficient in Microsoft Excel with experience of producing spreadsheets and pivot tables to analyze data
- Fluent written and spoken English is essential. Additional languages such as Arabic, Urdu, are desirable
- Passionate and knowledgeable about the international development sector
This would be an ideal role for an experienced Customer Service Coordinator looking to make a difference in a rewarding role within the Charity Sector!
We are looking to appoint this role ASAP and will be reviewing applications on a rolling basis so for the best chance of success please click ‘apply’ today to become our US Customer Care Supervisor – we would love to hear from you.
Disclaimer: Please be aware that due to the anticipated quantity of response, we will only be contacting candidates who are shortlisted to interview stage. If you have not been contacted within 4 weeks of your application, please assume that unfortunately you have been unsuccessful this time.
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A Little Bit about Human Appeal…
We have a high staff satisfaction rating of 4.5 out of 5 on Glassdoor! Here’s why:
What our CEO Says:
“We are faith-based but not faith-specific. We have faith in all of humanity and believe we can achieve great things when we work together. So, come and be part of a dynamic global charity where we celebrate our differences, as well as our common humanity”
Dr Mohamed Ashmawey
What our Staff Say:
“At Human Appeal, each one of us has the opportunity to influence others. If you are prepared to challenge yourself there are no limits, so come and make it happen!”
Simon, Systems and Reporting Manager
“Everyone’s friendly and eager to help. We’re a small team, but everyone has their own thing about them that makes them unique. Someone teaches me something new every day! Everyone is close and we have lunch together. Being a part of Human Appeal is like a second family!”
Eleanor, Volunteers Assistant
“The reasons I have remained working within the charity sector, and specifically with Human Appeal, is the feeling of contentment. I feel that I am contributing towards a greater cause – I am part of a bigger picture – and I get to meet like-minded people”
Jahed, Business Analyst
What We Have Achieved So Far This Year:
- We have provided emergency aid to 10,770 of the most vulnerable people across Yemen
- We have supported 1,000 Rohingya refugees in Bangladesh
- We have provided 300 refugee families in Jordan with essential winter aid
- We have helped 36,643 people to have enough food to break their fast during Ramadan
- We have collected and distributed 21,124 coats to the homeless in the UK
- We have provided 258 families with emergency food packs in Manchester
COME AND JOIN THE FAMILY – click ‘apply’ today!