Customer Experience Executive

Fixed term (12 months), full-time (37.5 hours per week)

Hybrid working with regular travel to our London Bridge Office

What the job involves

We're looking for a Customer Experience Executive to join our team on a fixed term basis covering an internal secondment. This is a fantastic opportunity for a proactive, people-orientated, Customer Experience/ Supporter Care professional to join an established team at one of the most dynamic charities in the UK.

You'll be a critical part of the Customer Experience and Engagement Team in our Communications Directorate. Focussing on supporter care, you'll be committed to building and strengthening long term relationships with our customers - from service users to fundraisers, from campaigners to volunteers. You'll enjoy keeping customers coming back for more.

We're transforming our culture to be customer and insight driven and this role will play a major part in making that happen. You'll be supporting the Customer Experience Manager in gathering customer intelligence and implementing evidence-based insights to reinforce and improve customer journeys.

You'll provide a customer focused steer in working groups for new and existing fundraising products. Putting the experience of the customer first, you'll help build long term relationships with our customers and keep them coming back for more. You'll be passionate about stopping prostate cancer killing men and damaging bodies.

You'll develop a sound understanding of our processes with a drive and desire to continually improve the way we work, using an agile mindset, seeking, and implementing solutions and finding better ways of working.

What we want from you

We're looking for a people-focused, self-motivated, and hands-on individual who believes that every interaction matters. You'll have experience working in a busy, customer-focused support team and enjoy the "nuts and bolts" of delivering customer-centred, insights-led experiences just as much as delivering the experience itself. You'll help strengthen the relationships we have with our customers, so together we can create a world where lives aren't limited by prostate cancer.

You'll be comfortable dealing with complaints and able to engage with a wide range of customers, showing enthusiasm or empathy when it's needed.

You'll be a strong communicator, able to adapt your style to suit different people and situations and have experience building good relationships at all levels of an organisation. You'll be comfortable highlighting the impact that every stakeholder has on our customers' experiences. Proactive, collaborative, and a real people person, you'll work well under pressure as part of a dynamic team.

You'll have experience using a CRM system (like Raiser's Edge) and understand the importance of handling sensitive data in line with GDPR regulations. Ideally, you'll also have a good understanding of fundraising rules, including Gift Aid.

Why work with us?

Every man needs to know about the most common cancer in men - prostate cancer. It's a real and present danger that takes over 12,000 of our dads, grandads, brothers and friends each year.

Prostate Cancer UK is the largest men's health charity in the UK. We have a simple ambition - to stop prostate cancer damaging lives. We invest millions in research to revolutionise testing, treatment and care. We're blazing a trail to a screening programme that could save thousands of lives with regular, accurate tests for all men at risk. And we work tirelessly to spread the word about risk and offer specialist support to people living with the disease.

Work with us and you'll see your efforts pay off as we give men and their families the power to navigate prostate cancer.

What we offer

Join our team and be part of an award-winning charity. We'll support you to develop your skills and expertise.

We offer a competitive benefits package, including:

• Generous leave entitlements that increase with service
• One 'development day' a month to use for training or personal development
• Enhanced contributory pension scheme
• Life insurance and group income protection
• Health Cash Plan
• Life and wellbeing advice and support via our Employee Assistance Programme
• Discounted gym membership and high street shopping discounts
• Loans for season tickets or cycles

Our commitment to equity, diversity and inclusion

At Prostate Cancer UK we're committed to righting health inequalities across the UK, starting with those faced by Black men. This includes ground-breaking research into Black men's risk and working with communities directly to overcome barriers to the diagnosis and treatment of prostate cancer. To make this happen, we're dedicated to being an inclusive, proactive organisation, as we strive to be Allies to Black communities. We'll achieve this by advocating and working alongside those communities to promote change. We're also working to be Allies to each other, not only protected groups. In 2024, we launched our New Allyship Training Programme. All colleagues at Prostate Cancer UK will be trained to act and identify as an Ally.

We've also signed Business in the Communities Race at Work Charter, as a dedication to our Black health equity work and wider EDI priorities. As a signatory, we're responsible and accountable for driving positive change.

Our people networks

We're continuously learning more about the needs of our colleagues, and have three amazing People Networks, sponsored by our Leadership team:

• Pride - A safe space where LGBTQ+ colleagues - and our allies - can share their diverse lived experiences, celebrate LGBTQ+ culture and history, and create new ideas about how our organisation can be more inclusive and representative of LGBTQ+ people
• Mind & Body - Here to increase awareness, promote wellbeing and support colleagues affected by neurodiversity, mental health problems, disability and long-term illness
• Culture Club - Here to increase awareness and celebrate the different cultures and beliefs that we have in the organisation, so that we all have our cultures felt and feel welcomed

Wellbeing and hybrid working

Our hybrid working approach combines the best of flexible working - a positive work/life balance, inclusive and accessible platforms, and online information at our fingertips. We understand that everyone has different needs, and we strive to create opportunities for relationship building, collaboration and social time.

Each of our teams has a team agreement outlining when and how often we're expected to be in our London Bridge office. We're very welcome to work there more frequently. Office time is a commute, so we pay our own travel costs.

For this role, we would expect the successful candidate to be coming into the London office one day per month.

Next steps

For more information on the role, please download our job description (job profile document) and read through 'How to apply' section (below), sharing the key points to refer to in your application and clickapply.

The closing date is Sunday 13 th July 2025. Applications must be submitted by 23:45 UK time.

Interviews: By arrangement. Currently scheduled for the week of Monday 21 st July 2025.

How to apply

To complete your application, you'll be asked to upload your CV and complete the supporting information section through our application portal. Please fill in parts one and two of our application for your personal statement, both have an 8000-character limit. You may wish to use a method such as the 'STAR ' technique or similar. When completing the statements please ensure you clearly provide a full and relevant example of how the criteria apply.

PART ONE

Please address the core/essential skills, experience and competencies required using real examples where possible and tell us in what ways you are a good match for the role.

This provides you with a great opportunity to showcase your knowledge, skills and experiences with the most important aspects of this role which will be used in reviewing and shortlisting applications:

• Proven experience in a busy customer focused support team, sometimes having difficult conversations
• Ability to engage with a broad variety of customers with enthusiasm and empathy
• High-level facilitation and collaboration skills, able to harness the creativity and diversity of a group of people working towards shared objectives, for example when working to improve processes.
• Positive person with a solution focussed approach. A quick-thinking problem solver, who puts the customer at the heart of everything you do.
• Experience using a CRM system e.g. Raiser's Edge, with an understanding of UK GDPR.

PART TWO

Please provide us with any further supporting information that you feel will benefit your application. You may want to reference the values and behaviours sections.

This provides you with a great opportunity to further support your application, showcase your understanding of the role and how you feel you'll be able to contribute to the success of Prostate Cancer UK.

Apply via the apply now link at the top and bottom of this page where you'll be taken through to our career portal.

Got a question? Please let us know if you have any accessibility requirements or any other questions - we're here to help:

We look forward to receiving your application! . click apply for full job details