Supporter Contact Coordinator, Part-Time

Purpose of the role

ZSL is seeking a full-time Supporter Contact Coordinator to join our dynamic team at ZSL London Zoo. The Supporter Contact team’s overall objective is to deliver excellent customer service, acting as a single point of contact for general enquiries and as the portal through which ZSL’s products and experiences can be sold and booked. This role involves engaging with supporters through inbound and outbound phone calls, emails, and face to face interactions, helping to drive income for ZSL while ensuring a positive supporter experience.

This is a site-based role at ZSL London Zoo, working 15 hours per week, weekends only. Please note that this position is not eligible for hybrid or remote working.

• 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

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 do we offer?

At ZSL, we are proud of our approach to employee benefits. Our benefits include:

• Our vision and purpose - you’ll work alongside colleagues who are passionate about science-led conservation, knowing that you will help us to inspire, inform and empower people to stop wildlife going extinct
• 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 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