Job Description

Salary
24,242
Contract type
Permanent
Hours
Full Time
Location
Poole, Dorset, England
Interview date
To be confirmed
Closing Date
10-09-2025
Reference
20228
Documents (please view all documents)
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Internal vacancy
The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time. If this position is not filled internally it may be re-advertised openly. #LI-DNI
About us
Our purpose is simple: to save lives at sea. 24 hours a day, every day, RNLI lifesavers are ready to launch to the rescue.
About the role
As an Experience Team Officer, you will be focused on:

• Working across all areas of the Experience teams where you are needed most
• Receiving and making calls using excellent customer service in order to build relationships with RNLI supporters and online shop customers
• Maintaining a working knowledge of processes and be able to efficiently use a number of different systems to deliver support in a fast-paced environment including supporting our volunteers and event participants
• Providing a professional, speedy, and appropriate response to emails from our RNLI supporters and online shop customers including handling product reviews
• The accurate processing of RNLI campaign responses and donations
• Be versatile, and be flexible in your approach to learning new tasks across the wider experience team

About you
You will have a background in customer service along with excellent customer service skills, a positive can-do attitude and experience of working within a pressurised and varied environment.
You will need to have a proactive team approach, attention to detail, and strong verbal and written communication skills.
To be considered for this role you will need to have:

• Educated to GCSE standard, or equivalent - English essential
• Proven customer service skills - telephone and administration
• Contact Centre experience desirable
• Experience of working in an office-based environment
• Experience of working in a fundraising environment would be beneficial, as would working knowledge of databases

So, if you have a passion for fundraising and customer service and are looking to be part of an exciting new opportunity within an already established and successful team, this could be the role for you. Please apply via the button shown.
Safeguarding
The RNLI is committed to safeguarding; protecting a person's health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).
Diversity at the RNLI
Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.

Skills Required