JOB DESCRIPTION

Job Title Service Delivery Officer

Department Supporter Income and Engagement
Reports to Operational Support Manager
Location This role has a UK based contract and as such, you must have the
right to live and work in the UK. You’ll be required to work at your
contracted office which will be one of; The Living Planet Centre,
Woking, Surrey, GU21 4LL, and will need to be able to commute
to this location.
Job Level 2
Flexibility WWF-UK operates a hybrid approach to work with a minimum of
20% In Person dependent on the nature of the role.

Checks required WWF-UK are committed to safeguarding and promoting the

Hours welfare
21 of children, young
FTEpeople and vulnerable
0.6adults and
expects all employees to share this commitment.
Date 1/11/2022

CONTEXT OF ROLE
Our award-winning Supporter Operations team represents the face of WWF, and provides
front line supporter engagement through our multi-channel contact centre operation
(telephone, email, social media, live chat post and face to face). This role sits specifically
within the Operational Development Unit, who are responsible for the ‘behind the scenes’
development in Supporter Operations, working closely with our third-party suppliers to help
ensure we have the capacity and capability to deliver outstanding care to our supporters and
internal stakeholders.

MAIN PURPOSE AND SCOPE OF THE JOB

Working within the Operational Development unit, this role will provide administrative and
logistical support to the Supporter Operations team within WWF-UK to ensure its smooth
running. This post is responsible for specific support and administrative tasks which include
but is not limited to: fulfilment and stock administration, supporting our Front of House
service, and supplier management including communications, invoice processing and the
monitoring and coordination of continuous improvement initiatives.

Job title Version: 1

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Core day-to-day contact for communications with and regarding key third-party
suppliers within the Supporter Operations team
• Being responsible for financial processing within the Supporter Operations team i.e.
invoice reconciliation, tracking, and regularly liaising with suppliers and internal
stakeholders
• Proactively coordinating and monitoring key continuous improvement initiatives with
third-party suppliers, and feeding back on progress in regular internal and external
meetings
• Internal stock monitoring, including responding to sudden peaks and placing orders
with our fulfilment house
• External stock monitoring, including reviewing data and partaking in regular stock
management meetings
• Supporting WWF-UK’s Front of House service at the Living Planet Centre, involving
basic functions such as welcoming staff and visitors, inbox management, and
deputising for the Front of House and Venue Supervisor when required
• Project management and support of events
• Providing other administrative support required within the team

PERSON SPECIFICATION

EXPERIENCE, QUALIFICATIONS & KNOWLEDGE

• Experience of providing first-class administrative and logistical support
• Extensive administrative experience within complex organisations
• Demonstrated ability to manage own workload effectively and proactively re-prioritise
• Ability to juggle multiple work tasks at the same time in a fast-paced situation
• Ability to communicate clearly and effectively with a wide variety of individuals, with a
friendly and professional approach

SKILLS AND COMPETENCIES

• Clear and concise written and spoken communication skills
• Excellent organisational and time management skills
• Good numeracy skills and comfortable working with figures and Excel formulas
• Ability to use own initiative and draw on experience in dealing with day to day tasks
• An outstanding team player, who is able to work effectively even when things get busy
and remain calm and positive under pressure
• Delivery focused with a passion for quality and innovation, a flexible and adaptable
attitude and willing to accept and drive change

WWF-UK’S VALUES

Job title Version: 1

These values should be embedded in your work and behaviour, and any associated policies
and processes adopted consistently.

COURAGE
We demonstrate courage through our actions, we work for change where it’s needed, and we
inspire people and institutions to tackle the greatest threats to nature and the future of the
planet, which is our home.

INTEGRITY
We live the principles we call on others to meet. We act with integrity, accountability and
transparency, and we rely on facts and science to guide us and to ensure we learn and evolve.

RESPECT
We honour the voices and knowledge of the people and communities that we serve, and we
work to secure their rights to a sustainable future.

COLLABORATION
We deliver impact at the scale of the challenges we face through the power of collective action
and innovation.

This document sets out key responsibilities of the role and is not intended to be an
exhaustive list of tasks and duties. We reserve the right, at our sole
discretion, to reasonably vary the responsibilities from time to time depending
on the needs of the organisation without changing the level of the role.

Job title Version: 1