SupportServicesInfoOfficer March08

8/14/2019 SupportServicesInfoOfficer March08

1/21

TEMPORARY SUPPORTERSERVICES INFORMATIONOFFICER(PART-TIME 30 Hours per Week)


2/21

INFORMATION FOR APPLICANTSFOR THE POST OF TEMPORARY SUPPORTER

SERVICES/INFORMATION OFFICER

Greenpeace is an international non-profit global campaigning organisationthat uses non-violent, creative confrontation to expose global environmentalproblems and their causes. We research the solutions and alternatives to helpprovide a path for a green and peaceful future.

Greenpeace's goal is to ensure the ability of the earth to nurture life in all its diversity.

Greenpeace organises public campaigns for the protection of oceans and ancient forest,

for the phasing-out of fossil fuels and the promotion of renewable energies inorder to stop climate change

for the elimination of toxic chemicals

against the release of genetically modified organisms into nature for nuclear disarmament and an end to nuclear contamination.

Greenpeace does not solicit or accept funding from governments, corporations orpolitical parties. Greenpeace neither seeks nor accepts donations which couldcompromise its independence, aims, objectives or integrity. Greenpeace relies onthe voluntary donations of individual supporters, and on grant-support fromfoundations.

Greenpeace is committed to the principles of non-violence, political independenceand internationalism. In exposing threats to the environment and in working to findsolutions, Greenpeace has no permanent allies or enemies.

Greenpeace UK employs approximately 100 people at its offices in Canonbury


3/21

THE SUPPORTER DEVELOPMENT DEPARTMENT

The Supporter Development Department consists of teams working on DirectMarketing, High Value Donor Fundraising, Active Supporters Unit, Public andSupporter Information and Database Management.

The Supporter Development Director leads these integrated teams and is supportedby a part-time Personal Assistant.

The Direct Marketing Manager directly line manages two Senior Direct MarketingFundraisers and the Online Digital Marketing Co-ordinator. The Senior DMFundraisers separately line manage the Direct Marketing Executive and theFundraising Training & Information Co-ordinator.

The Public Information and Supporter Services team supply general informationabout Greenpeace's campaign work, but deal primarily with queries regardingsupporter subscriptions generated by the direct marketing programmes.

As well as raising funds, the department plays an important role in communicatingthe Greenpeace brand and messages to supporters and the general public, bothdirectly and through work with campaign teams.

THE ROLE OF TEMPORARY SUPPORTER SERVICESINFORMATION OFFICER

The Supporter Services / Public Information (PSI) team currently consists of aManager and three full-time Officers and one part-time Officer.

The PSI team provide information on Greenpeaces campaigns and broaderenvironmental issues to the public and deal with all enquiries from supporters, which

primarily relate to the individuals subscriptions to Greenpeace.

Enquiries are received by phone, letter, and predominantly by e-mail. Enquiryvolumes can vary a great deal, dependent on the type and volume of fundraisingactivity, or on the media profile of Greenpeace.


4/21

WHO WE ARE LOOKING FOR

As the first point of contact for enquiries and complaints, you must be able tomanage conversations, use negotiation skills and occasionally resolve conflicts.Greenpeace is an organisation, which campaigns on contentious issues and you willneed to be comfortable with its principles and its campaign goals.

Information on breaking issues can sometimes change daily and you should enjoyworking in a unit, which has to research, learn and give out new information quickly.You should be prepared to switch between writing letters and e-mails; taking callsand doing a range of regular administrate tasks in the course of a day.

Excellent interpersonal skills and ability to relate flexibly, positively and co-operatively with good humour as a member of a close- knit team is essential.

This post is temporary for approximately 12 months. The post is 30 hours, 4 days perweek.

COMPLETING THE APPLICATION FORM

Guidance on how to complete the application form is attached. Please make fulluse of the advice given here as it is in your interests to complete the form inthe way we require. If you do not do so, you are unlikely to be shortlisted.

CVs will not be considered.

ASYLUM AND IMMIGRATION ACT

If you are invited to attend an interview, you will be required to confirm your eligibilityto work in the U.K. You will need to produce one of the following originaldocuments at the interview.

P45; Pay Slip P60


5/21

A Certificate of Registration or Naturalisation. An Original Birth Certificate.

A letter from the Home Office confirming your right to UK residency and work. A United Kingdom Residence Permit. A Work Permit. If this is time limited, then your contract of employment with

Greenpeace would also need to be time limited.

EQUAL OPPORTUNITIES

Greenpeace is an equal opportunities employer. Applicants should note thatourrecruitment procedures are carried out in accordance with equal opportunitiesprinciples and selection is based on how well applicants meet the objective criteria,which are stated as the requirements for the job. We welcome applications fromindividuals regardless of race, gender, disability, social background, age, maritalstatus or sexual orientation.

WHAT HAPPENS NEXT

Please return your completed application form by no later than 5 pm on Tuesday25th March. We regret that we are unable to acknowledge receipt of the form butshould you wish to confirm your application has been received by us, pleasetelephone Human Resources on 020 7865 8272.

As we receive a large number of applications for our advertised vacancies we areunable to respond to those applicants who have not been shortlisted and weapologise for this in advance. Those who are shortlisted will be contacted as soonas possible after the closing date and asked to attend an interview. If you do nothear from us within one week of the closing date please assume that you have notbeen shortlisted.

Interviews will be held on Monday 31st March.

We look forward to receiving your completed application form.


6/21

CONDITIONS OF EMPLOYMENT

(a) PAY

The post of Supporter Services/ Information Officer is graded on GreenpeaceGrade 2 and the salary scale is as follows:

Point Salary per annum7 20,9098 21,5819 22,26210 22,95411 23,68312 24,432

The commencing salary will be on point 7, 20,909 per annum. Incrementsare awarded each January subject to satisfactory service and at least sixmonths in post/grade. Any relevant cost of living increases are normallyapplied, subject to Board approval, in January each year.

Salaries are paid mid-monthly via bank credit transfer.

(b) WORKING HOURS

The working week for this post is currently 30 hours, 4 days per week.However, there will be occasions when these hours are exceeded andunsocial hours working may be required. Overtime is not paid. Time off inlieu can be negotiated with your line manager. Times of work are alsonegotiated with your line manager.

(c) LEAVE

Annual leave is 25 days per year plus one additional day for every full year ofl t t i f 7 dditi l d


7/21

(e) PROBATIONARY PERIOD

All new employees will be required to undertake a period of probation for sixmonths, in which time you will be expected to establish your suitability for thepost. At the end of this period and subject to a satisfactory report you will betransferred to the established staff.

(f) RELOCATION EXPENSES

Greenpeace offers assistance towards relocation expenses in certain cases.If you think you might require such assistance you should raise this with theHuman Resources unit if you are offered the position.

(g) LOANS

Greenpeace offers an interest free season ticket loan. Loans can also beobtained for the purchase of a bicycle to be used for travel to and from work.

(h) LIFE ASSURANCE & INCOME PROTECTION

Greenpeace offers two insurance schemes covering serious incapacity anddeath incurred during employment.

Further details about these benefits will be provided if appointed.

(I) TRADE UNION MEMBERSHIP

Greenpeace recognises the Transport and General Workers Union. TheUnion has sole consultation rights within Greenpeace for terms and conditionsof employment and other matters concerning staff. Greenpeace encourages

all employees to join the union.

(j) FLEXIBLE WORKING

Greenpeace will consider applications for flexible working arrangements. Forfurther information please ask the Human Resources department for the


8/21

JOB DESCRIPTION

POST: SUPPORTER SERVICES / INFORMATION OFFICER

UNIT: Supporter Development

GRADE: 2

RESPONSIBLE TO: Supporter Service/Information Manager

_____________________________________________________________PRINCIPLE PURPOSE OF JOB: To provide customer service in response toenquiries, complaints, administrative and campaigning queries from Greenpeace

supporters and other members of the public._______________________________________________________

MAIN DUTIES AND RESPONSIBILITIES

1 Enquiry Management

(a) Respond to supporter and public enquiries by the most appropriate mediume.g. telephone, letter, e-mail etc. according to agreed customer servicestandards

(b) Pass on for action requests requiring a personal response from other staffmembers, monitoring completion of action.

(c) Process and bank non standard payments from supporters and donors,including direct marketing campaigns designated for in-house processing andfulfilment.

(d) Process enquiries and returns from the external fulfilment operation

(e) Carry out any additional research or seek advice from Supporter Service andInformation Manager or other members of staff as appropriate in order torespond to enquiries.

(f) Keep up-to-date and informed regarding environmental issues of general


9/21

(b) Maintain up-to-date information on all supporter database records, workingwithin guidelines determined by the Database Manager and Administrator.

(c) Provide timely feedback to fundraising staff regarding each direct marketingproject, including supporter comments, impact on PSI workload andperformance of fulfilment systems.

(d) Identify problems arising in the database affecting supporter service andensure Database Administrator is informed daily of these.

3 Volunteers (if appropriate)

(a) Supervise and be available to advise and assist volunteers answeringinformation enquiries, to ensure timely and accurate response.

(b) Monitor and establish good volunteer working practice with the SupporterService and Information Manager to ensure their effective integration into the

unit.

4 Materials

(a) Edit and summarise existing material to produce factsheets and other briefingsas agreed with the Supporter Service and Information Manager.

(b) Collate, supply and monitor stocks of Greenpeace information materials for

internal and external use.

(c) Revise and update the Publications List as required.

(d) Receive and record publications orders, bank payments and despatchmaterials.

(e) Provide feedback to the Supporter Service and Information Manager regardingthe content, tone and appearance of information materials, according toGreenpeaces Communications Strategy.

(f) Use the Internet, and other communications technologies as appropriate forresearch or enquiry management.


10/21

(b) Monitor the type and volume of enquiries fulfilled, and keep statistics as

required.

(c) Open, sort and distribute or process as necessary incoming unnamed post.

6 General

(a) Adhere to Greenpeaces Health and Safety policy and procedures and, inparticular, the guidelines regarding VDU and keyboard usage.

(b) Maintain strict confidence in relation to all individuals details, as requiredunder the terms of the Data Protection Act.

(c) Participate fully as a member of the Marketing team, attending weekly teammeetings and participating in planning and reviews of the teams work.

(d) Provide assistance and cover for PSI colleagues, reception or SupporterService and Information Manager, as appropriate.

(e) Undertake any other duties appropriate to the post as delegated by theSupporter Service and Information Manager.

~~~~~~~~~~~~~~~~~~~


11/21

PERSON SPECIFICATION

POST: SUPPORTER SERVICES / INFORMATION OFFICER

UNIT: Supporter Development

GRADE: 2

Listed below are the requirements needed to undertake the job. Selection ofcandidates will be based on the extent to which these requirements are met.

___________________________________________________________________

Customer Service Experience

* Two years experience in a commercial or charitable customer/donorservice operation, using the phone and correspondence to deal with

queries

Communications

* Telephone Skills: experience and proven ability to provide information,resolve conflict and to project a positive and helpful attitude

* Written skills: Ability to use existing materials and to produce originaltext in response to information requests

* Proven ability to spell and use grammar accurately

* Ability to judge the appropriate style, tone and level of content forcommunications

* Proven ability to use the Web to gather information

Administration, IT and Database


12/21

Personal Qualities

* Ability to work co-operatively as part of a team, across disciplines

* Ability to manage mixed and sometimes challenging workloads

* Ability to maintain a positive and helpful attitude when dealing withdifficult enquiries

* Articulate and easily understood

* Confident in dealing with people from a wide range of backgrounds.

* Motivated to perform regular tasks to an agreed standard

~~~~~~~~~~~~~~~~~~~


13/21

GUIDANCE NOTES FOR COMPLETING YOUR APPLICATION FORM

Applicants with disabilities and special needs

If you have a disability, which you would like us to take into account, please tellus about this on the application form. Please let us know if we can help andremember that you can request information in large print or in a different format.

Notes to all applicants

Notes for applicants are supplied with all application forms and containinformation about Greenpeace, the job vacancy and the person required.You should read these carefully to make sure that the job and conditionsare suitable.

It is our intention to appoint the best candidate for every vacancy inaccordance with our Equal Opportunities Policy. To do this fairly, we

need all applicants to provide relevant information about themselves.This information should be based on the criteria listed in the enclosedperson specification and which are regarded as essential to the job.

Your application should provide us with as much relevant information aspossible. The application form will provide the only information we haveabout you. Please complete all sections of the form. It may be helpful to

do a rough draft first.

Section 4 of the form asks for relevant training and qualifications. We donot need a full account of your education here but please mentionqualifications and/or training which are necessary or relevant (if any) tothe job for which you have applied.

Section 6, Additional Information, is the most important part of theform and should be used to tell us how you think you meet the selectioncriteria listed on the person specification. Draw particular attention toexperience, skills, achievements and knowledge gained in pastemployment or other activities which are relevant to the job. To make iteasier for shortlisters, please use headings relating to the requirementsd t il d i th ifi ti d d t t h t th


14/21

Make sure you send the form to the correct address, marked for theattention of the HR Department and ensure that your form arrives before

the closing date.

EQUAL OPPORTUNITIES POLICY

Greenpeace Ltd recognises that there are disadvantaged groups in our society andaims to provide equality of opportunity in employment to its employees and applicants

for employment regardless of sex, marital status, disability, race, colour, nationality,religion, ethnic or national origins, social background, age, sexual orientation or anyother characteristic unrelated to the performance of the job.

All reasonably practicable steps will be taken to ensure that problems relating to accessor equipment do not debar disabled applicants from employment.

RECRUITMENT

Selection will be in accordance with objective, job-related criteria and the appointedapplicant will be chosen on her/his merits and abilities. Greenpeace will endeavour toensure that employees responsible for staff selection do not discriminate unfairly.

HR POLICIES AND PROCEDURES

Guidance is given to staff on the implications of the equal opportunities policy and, inparticular, to those involved in the management of other staff.

The interpretation and application of all conditions of employment are intended toensure that they are consistent with equal opportunity principles. Policies andprocedures are reviewed and updated as necessary to improve, amend or adaptcurrent practices to promote equality of opportunity.

MONITORING

Relevant data is collected to enable the operation of this policy to be monitored. HRd il id d b l li f j b i d h h i f h


15/21

ORGANISATIONAL RESPONSIBILITIES

The Executive Director has overall responsibility for implementing and monitoring theeffectiveness of this policy. Supervisory staff are under a special obligation to promoteequality of opportunity in their own areas of responsibility. All employees have a dutyunder the terms of this policy not to discriminate unfairly against or harass colleaguesor job applicants nor to encourage other members of staff to do so. Unfairdiscrimination or harassment by an employee will result in disciplinary action, includingsummary dismissal, where appropriate.

COMPLAINTS

Any applicant who feels that s/he has been unfairly discriminated against during therecruitment process is invited to write to the Executive Director with details. Complaintswill be fully investigated. This does not affect the right to complain to an Employment

Tribunal in any way.

********************

The Commission for Racial Equality, Equal Opportunities Commission and the Disability RightsCommission are available to give advice, information and assistance in employment matters relating to

equal opportunities.


16/21

PLEASE COMPLETE AND RETURN TO:

Human Resources Department

GreenpeaceCanonbury Villas

London

N1 2PN

BY

APPLICATION FOR THE POST OF:

POST NO:

Surname: Initials:

Address: Telephone nos:

Home:

Daytime:

(if appropriate)

Email address: Mobile:

Employer s name and address: Dates of employment:

Notes:

* refer to the guidelines on how to complete this form * do not attach a CV as it will not be considered

* answer all questions * complete in black pen or typescript for copying purposes

1. PERSONAL DETAILS

2. PRESENT OR MOST RECENT EMPLOYMENT

Nature of business: Post held:

Period of notice required:


17/21

3. PREVIOUS EMPLOYMENT

4. TRAINING UNDERTAKEN/RELEVANT QUALIFICATIONS

Description of course(s) undertaken and qualifications obtained which

are relevant to this post.

(Include specialist in-house training, short courses etc.)

DATES

TOMonth/Year

FROMMonth/Year

EMPLOYER POSITION


18/21

5. REFERENCES

6. ADDITIONAL INFORMATION

Before completing this section, please read the enclosed person specification and guidance notes

carefully. Use each requirement listed in the person specification as a heading and demonstrate

how you meet the requirements by giving relevant details of your experience, skills and knowledge

gained in employment or elsewhere. (Continue on a separate sheet if necessary.)

Please give details of two people, not related to you, who may be approached for references as to

your suitability for the post. One should be your present employer (last employer if not currently

employed). The second should be someone who is able to comment on your work abilities.

(1) Name: (2) Name:

Address: Address:

Position: Position:

Relationship: Relationship:

Telephone No: Telephone No:

Do you have any objections to references being sought prior to interview? YES/NO


19/21

EQUAL OPPORTUNITIES

MONITORING INFORMATION

The following information will be used only for monitoring our Equal

Opportunities Policy and will not be used for any other purposes.It will be separated from the application form before shortlisting and

kept confidentially by the Human Resources Department.

Please describe your ethnic origin by ticking one of the following

boxes below:

European

Afro-Caribbean

African

Asian

Post applied for:

Post No.(stated on front page)

Surname

First name(s)

Gender (M/F)

Date of birth

G tti t th G ffi


20/21

Getting to the Greenpeace officeCanonbury Villas, Islington, London N1 2PN Tel: 020 7865 8100

The Greenpeace office is located inCanonbury Villas, which is situated

at an apex between Upper Street

and Essex Road.

London Underground:

Angel (Northern line, Bank branch)

and Highbury & Islington

(Victoria line) are the nearest tubestations, both within 10/15 minutes

walking distance of our office.

Mainline trains:

Kings Cross and Essex Road

are the nearest mainline

BR stations.

London buses:

Th 38 56 73 341 d 476 b

ES

SE

X

R

OAD

ISLIN

GTON

GREEN

CANON

BURY

CANONB

URY

SQUARE

ROAD

HAL

TON

ROAD

S

T

R

E

E

T

CA

NONBURYVILLAS

C

ANON

BURY

GROV

E

CANONBURYLA

CANONPL

ACE

COMPTONROA

DCOMPT ONAVE

COM

PT ONT E RRACE

RYST

ATION

ROAD

GRANGEGROVE

ALWYNEPLACE

ALWYNEVILLAS

SEBBON

STREET

HAWESS

T

F L O R E N C E S T

CROSSST

DAGMARTR

CANONBURYST

NORT

HAMPTO

NST

ESSEX

RD

HIGHBURYCRHIGHBURY& ISLINGTON

(Victoria Line)

South Library

PLEASANTPL


21/21

GREENPEACE (UK) BOARD EXECUTIVE DIRECTOR Greenpeace Tel: 020 7865 81001 Canonbury Villas Fax: 020 7865 8200

PA TO EXECUTIVE DIRECTOR London N1 2PN www.greenpeace.org.uk

ORGANISATIONAL STRATEGISGP UK MANAGEMENT STRUCTURE- March 2008

EVENTS CO-ORDINATOR

SUPPORTER DEPARTMENT CAMPAIGNS ACTIONS POLICY AND SOLUTIONS COMMUNICATIONS ORGANISATIONADIRECTOR DIRECTOR DIRECTOR DIRECTOR DIRECTOR DIRECTOR

3 2 4 5

PERSONAL ASSISTANT CAMPAIGN CO-ORDINATOR ACTIVIST AND CHIEF SCIENTIST HEAD OF MEDIA FINANCE MANAGERLOGISTICS SUPPORT

HIGH VALUE FUNDRAISER SENIOR ADVISER - CLIMATE CHIEF POLICY ADVISER REPORTING & ANALYSISACTIONS CO-ORDINATORS PRESS OFFICERS OFFICER

DATA SELECTIONS OFFICER CAMPAIGN ADVOCATE POLITICAL ADVISERSPEACE & DISARMAMENT ACCOUNTS OFFICER

FIELD INVESTIGATOR SOLUTIONS ADVISER ASSISTANTDIRECT MARKETING MANAGER PRESS OFFICERS FINANCE

BIODIVERSITY CAMPAIGN MANAGER RESEARCH INVESTIGATOR LEGAL CO-ORDINATOR ADMINISTRATOR

SENIOR DIRECT MARKETING FUNDRAISER CAMPAIGNER WORKSHOP MANAGER PICTURE EDITORSOFFICE MANAGER

DIRECT MARKETING EXECUTIVE OCEANS SENIOR CAMPAIGNERASSISTANT OFFICE

SENIOR DIRECT MARKETING FUNDRAISER CAMPAIGNER WEB MANAGER MANAGER

FUNDRAISING INFO & TRAINING FORESTS SENIOR CAMPAIGNER WEB EDITORS SENIOR RECEPTIONISTCO-ORDINATOR

CAMPAIGNER RECEPTIONISTSDIGITAL MARKETING COORDINATOR

FOREST RESEARCHERPUBLICATIONS MANAGER NIGHT SECURITY

SUPPORTER SERVICES /INFORMATION MANAGER CLIMATE CAMPAIGN MANAGER PUBLICATIONS CO-ORDINATOR

SUPPORTER FULFILMENT NUKES SENIOR CAMPAIGNER PRINT BUYER HR MANAGERCO-ORDINATOR

CAMPAIGNERS BUSINESS ASSISTANT HR ADVISERSUPPORTER SERVICESINFORMATION OFFICERS

CLIMATE SENIOR CAMPAIGNER HR ADMINISTRATOR

CAMPAIGNERSFACE TO FACE ADMINISTRATOR

INFORMATION SYSTEMSTECHNOLOGY SPECIALIST

ACTIVE SUPPORTERS UNIT TRANSPORT SENIOR CAMPAIGNERMANAGER IT SUPPORT OFFICER

CAMPAIGNERNETWORK DEVELOPERS TECHNICAL SUPPORT

OFFICER

SYSTEMS ARCHITECTSUPPORT CO-ORDINATOR

SYSTEMS

ADMINISTRATOR

GPI : GREENPEACE INTERNATIONAL STAF Based in GPUK Office GPI : GREENPEACE INTERNATIONAL STAFF GREENPEACE ENVIRONMENTAL TRUSTBased in Exeter ADMINISTRATOR SYSTEMS DEVELOPER

GPI COMMS DIRECTOR GPI OCEANS CAMPAIGNER GPI UNIT HEAD - FORESTS & AMAZON GPI HEAD OF SCIENCE UNIT 51 2 3 5

GPI HEAD OF PICTURE DESK GPI WHALE CAMPAIGN GPI FORESTS CAMPAIGNER RESEARCH TEAM ADMINISTRATOR4 2 3 STAFF ON SECONDMENT

GPI MEDIA RELATIONS GPI FISHERIES & MARKETS GPI WOOD MARKETS GPI SENIOR SCIENTISTS4 3 3 Janet Cotter MARKETS CAMPAIGNER4 GPI CLIMATE CAMPAIGNER GPI TOXICS CAMPAIGNER GPI SCIENTISTS 5

GPI BUSINESS ADVISER 3 3 Kevin Brigden STUDENT CO-ORDINATOR

2 5 n Pastoral Managers above

SupportServicesInfoOfficer March08

Documents

Transcript of SupportServicesInfoOfficer March08