Helpline and Customer Care Officer

Job reference

REQ0002283

Date posted

05/11/2025

Application closing date

19/11/2025

Location

See advert

Salary

£24,320 per annum

Package

26 days holiday per year (plus bank holidays), which increases with service. Excellent pension scheme, staff discount scheme

Contractual hours

35

Basis

Full time

Job category/type

Job description

Location: Hybrid, 2 days in Peterborough Office per week

Hours per week: 35 hours

Salary: £24,320 per annum

Contract: Permanent

We are the Royal National Institute of Blind People (RNIB) and we are here for everyone affected by sight loss. Working for us means working for one of the UK's biggest charities, supporting almost two million people living with sight loss in the UK.

We are looking for a dedicated and empathetic individual with experience in a customer services environment. The ideal candidate will have a proven track record of dealing with omni-channel communications and being the first point of contact within an organisation. You should be computer literate with knowledge of Customer Relationship Management (CRM) systems and possess excellent communication skills, both written and verbal.

The ability to develop supportive relationships with colleagues and volunteers, organise your time effectively, and handle a wide range of enquiries is essential. Additionally, you should be able to maintain a calm presence when dealing with distressed or angry customers.

In this highly rewarding role, you will provide a world-class customer experience by offering information and support tailored to each individual's needs. As the first point of contact, you will navigate customers to the best solutions, ensuring they receive the help they need, when they need it. You will engage with customers across various omni-channel platforms, demonstrating empathy and understanding, while providing resolutions where possible. When necessary, you will signpost or make direct referrals to appropriate services.

Your role will empower customers by offering them choices throughout their experience, keeping them connected with RNIB Eye Care Support Services. You will also share information about the work we do and how they can support our cause, helping to build a strong relationship with both new and existing supporters. Striving for excellence in every interaction, you will continuously assess your performance and processes, proactively identifying opportunities for improvement to enhance the customer experience

To succeed in this role, you will need:

• Experience in a customer services environment, dealing with omni-channel communications.

• Experience as the first point of contact within an organisation.

• Computer literacy with knowledge of CRM systems.

• Effective communication skills, including a clear and friendly telephone manner.

• The ability to actively listen to customers and identify their unstated needs.

• The ability to develop supportive relationships with colleagues and volunteers.

• Strong organisational skills and flexibility to meet customer needs.

• High accuracy and attention to detail in customer correspondence.

• The ability to deliver sensitive and confidential information to a wide audience.

• Experience in dealing with distressed or angry customers while maintaining a calm presence

What We Offer

RNIB prides itself on being a great place to work with a positive, progressive culture. We offer a wide range of benefits including 26 days of holiday per year (plus bank holidays) which rises with service, enhanced family friendly benefits, a contributory pension scheme with an employer contribution of up to 11% and a rewards platform with employee discounts across over 800 retailers.

How to Apply

If you'd like to apply for this opportunity, please apply online, uploading your CV and answering the questions on the .