Job Title: Digital and Website Officer Team: Supporter Engagement & Experience Location: Hybrid (split between home-working and either London, Cardiff or Edinburgh) *This role sits within a pay grade with a pay range of £26,887 to £42,371. The salary on appointment will be set at the lower end of the pay range, to a maximum of £29,576 depending on the candidate\\\'s skills and experience. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role. It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.
We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people. Context and purpose of role We are looking for a Digital and Website Officer to join our Campaigns and Communications Team. The role holder will take a leading role in digital marketing, optimising our website using a data-led approach, and maintaining our digital asset management system.
Working with colleagues across the Supporter Engagement & Experience division and the wider business, they will also contribute to the development and delivery of marketing activities that deliver against brand and income targets. They will work to upskill people across the organisation – including volunteers - to achieve greater impact with digital communications. Key responsibilities Website – act as the GB web admin, working in partnership with the Digital Technical team to manage user journeys and ensure content is high quality and search engine optimised in line with the website strategy. Digital marketing – Create and implement digital marketing activity in line with the agreed digital strategy and against agreed return on investment targets. Create and implement digital marketing plans to support advocacy and marketing initiatives for our programmes using relevant digital channels for the target audience Content development – source / develop content and assets such as case studies, videos, blogs and images to drive engagement across digital channels including the Ramblers app. Ensure all content is of high quality, permissioned and easy for colleagues to find within the digital asset management system. Insight – undertake regular reporting and apply data insights to shape content, campaign and creative outputs, applying a test and learn approach.
Campaigning - Support policy and public affairs, to influence and deliver messaging to local or national agencies to maintain and improve access to the outdoors for all. Fundraising - Support fundraising with business development and income generation through developing and responding to opportunities that meet the aims of the Ramblers and achieve income targets. Volunteering - Foster a positive and inclusive volunteer experience, promoting alignment with our values and ensuring volunteers have the necessary resources, training, and ongoing support to effectively contribute to our work Other Undertake such other duties as may be reasonably required of the post Engage and proactively develop excellent working relationships across the organisation
The Person Knowledge and Experience Marketing - multi-channel marketing experience incl website,digital advertising (Meta, Google (PPC, Display), Google grant) & social media Digital – experience of managing a range of digital channels including developing and managing a complex website set up, working with a CMS, SEO copy development and Google Analytics set up and management. Knowledge of improving user experience and engagement on owned channels Branding –understanding of the importance of branding to ensure that everything we do across our comms and our activities helps build the brand Insights – a curious mind that allows you to develop and apply data and audience insights to strengthen performance Legal - a broad understanding of copyright and data protection laws. Skills and Leadership People – able to build good relationships with others and them develop their digital skills. Systems - experience of using Drupal, Photoshop, Premiere Pro, Salesforce, DAM (desirable but not essential) Personal Attributes Creativity – in all senses – visually, technically, problem solving etc Drive – to do a great job – and to keep delivering stronger results
Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.
Remote Status: hybrid
Job Title: Programme Support Officer Team: Programmes Location: Hybrid (split between home-working and either London, Cardiff or Edinburgh) *This role sits within a pay grade with a pay range of £26,887 to £42,371. The salary on appointment will be set at the lower end of the pay range, to a maximum of £29,576 depending on the candidate\\\'s skills and experience. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role. It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.
We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people. Context and purpose of role We are looking for a Programme Support Officer to join our Programmes Team on a 6-month fixed term contract. At the Ramblers you will support a broad network of volunteers and partners who protect and improve our network of public paths. The Programmes Support Officer will be responsible for programme coordination, processes and critical administrative support. They will be the first point of contact for volunteers, Ramblers members and the public seeking support with path issues. Candidates with an interest and knowledge of public rights of way law and practice are encouraged to apply.
Key Responsibilities: Programme coordination: Assist to organise and coordinate Ramblers programmes, including to schedule events and manage logistics. Ensure programme resources are up-to-date and accessible to all participants. Support the delivery of online events or training, including to manage registrations and event communications. Volunteer and partner support: Lead the Programmes team support function – as point of contact for volunteers, partners and participants involved in Ramblers\\\' programmes. Develop and provide guidance to ensure that stakeholders have up-to-date information, to participate and contribute effectively. Build and maintain positive relationships with volunteers, partners and community groups. Effectively triage and respond to inbound enquiries via email, phone and other communication channels in a professional and friendly manner. Escalate complex issues to the relevant team members, ensuring timely resolution. Systems administration: Administer and maintain various Ramblers’ systems, ensuring data is accurate and up-to-date. Manage user accounts, troubleshoot system issues, and provide technical support to volunteers and partners where required. Assist to develop and improve systems and processes to enhance efficiency and user experience. Programme delivery support: Provide administrative support for the delivery of Ramblers’ programmes, ensuring that all documentation and processes are in place. Monitor the progress of programmes, track key metrics, and provide regular updates to the Programmes team. Collaborate with team members to identify and implement improvements to programme delivery. Collaboration and teamwork: Work closely with colleagues across the Programmes team and other departments to ensure a joined-up approach to programme delivery. Share insights and feedback from volunteers and partners to contribute to continuous improvement. Participate in team meetings, training sessions, and other activities as required. Other Work collaboratively as a member of the Programmes team, to share learning and develop innovative practice in programme design and development. Engage and proactively develop excellent working relationships across the organisation Undertake such other duties as may be reasonably required of the post. The person Knowledge and Experience Proven experience coordinating programmes of work, training or events. Experience providing excellent customer service to a variety of stakeholders. Understanding of customer service principles and practices. Experience working with and managing volunteers in a variety of situations. Experience with Customer Relationship Management systems or other relevant software tools. Proficiency in using digital systems, databases, and Microsoft Office applications (e.g., Word, Excel, Outlook). Familiarity or willingness to understand data protection and confidentiality principles. Knowledge of the outdoor recreation sector. Skills Strong verbal, written and digital communication skills – with an ability to convey information clearly with a range of different audiences. Strong organisational skills, with the ability to manage multiple tasks and deadlines. Ability to work with a range of internal and external stakeholders. Excellent interpersonal skills and ability to build strong relationships. Ability to work independently and collaboratively to achieve common goals. Ability to use initiative and to be flexible and adaptable in approach. Ability to analyse information thoroughly and make sound decisions and recommendations. Ability to work both independently and as part of a team. Attention to detail and a commitment to delivering high-quality work. Personal Attributes A team player able to develop collaborative, strong and effective working relationships. Empathetic and patient, with a genuine desire to help supporters and beneficiaries. Positive and professional attitude. Proactive and self-motivated with the ability to work independently. Adaptable and flexible in a fast-paced environment. Strong sense of responsibility and accountability. Interest in walking and engaging people with the outdoors. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do. Remote Status: hybrid
Job Title: Member and Supporter Experience Coordinator Team: Member and Supporter Experience Location: Hybrid (split between home-working and London), 1 day minimum a week in office in London Bridge.
This role is open to both full-time applicants and part-time applicants, happy to do a job-share.
*This role sits within a pay grade with a pay range of £26,887 to £42,371. The salary on appointment will be set at the lower end of the pay range, to a maximum of £34,629 depending on the candidate\\\'s skills and experience. This approach aims to ensure fair compensation for new hires while maintaining alignment with the structured pay scale for the role.
Please note that interviews will be held on the 20th March in person.
It’s an exciting time to join the Ramblers as we have recently refreshed our strategy to support the delivery of our long-term ambitions.
We need your drive, knowledge, skills, and creativity to help us raise awareness of the Ramblers and what we stand for, enabling the charity to grow its supporter base and open up the joys and wellbeing benefits of walking to many more people.
Context and purpose of role At the heart of the Ramblers lies our community of over 100,000 members and supporters, enabling us to fulfil our charitable mission across the length and breadth of Great Britain. This role is pivotal in ensuring the delivery of excellent supporter service , coaching and empowering the Member and Supporter Experience Officers to meet the needs of our supporters. You will play a key role in fostering a positive experience for supporters, managing relationships with third-party suppliers, and driving continuous improvements across processes and systems. As a key point of contact for internal teams, you will traffic-control workloads , ensure smooth project delivery, and act as a champion for supporters across the organisation. We are looking for someone with experience in working in high in-bound volume (calls/emails) supporter or customer service environments . The candidate must have experience in handling multiple enquiries across different channels and ideally in coaching, mentoring or supervising others. Key Responsibilities: Team Leadership and Coaching Provide day-to-day guidance and supervision for Member and Supporter Experience Officers, ensuring workloads are evenly distributed, priorities are clear, and deadlines are met. Lead regular check-ins and team huddles to review progress, share updates, and address any challenges or blockers, in consultation with the Head of Member and Supporter Experience. Coach and support Member and Supporter Experience Officers, providing the skills and knowledge to deliver excellent supporter service through tailored training and coaching Support the monitoring of quality and productivity using satisfaction ratings, and performance measures. Take remedying actions, such as further training or support, in consultation with the Head of Member and Supporter Experience. Co-ordinate key business project delivery within Supporter Care, liaising with other teams, coaching the team, and supporting delivery. Supplier and Project Management Manage relationships with key suppliers , including our payment processor, and fulfilment centre. Be responsible for briefing them on new projects and setting up procedures. Monitor supplier SLAs and performance measures, ensuring consistently high standards. Manage projects with third-party suppliers to time and budget. Proactively identify new solutions or efficiencies to improve working practices. Operational Oversight Oversee the scheduling and management of team rotas , ensuring adequate coverage for incoming enquiries, including peak periods and project delivery deadlines. Support the induction and onboarding of new team members , ensuring they are equipped with the knowledge and tools to excel in their roles. Act as the first point of contact for incoming requests from other teams and campaign briefings, managing the team’s workload and rota. Provide KPIs on request from the Head of Member and Supporter Experience. Deliver KPI, SLA and insight reporting that drives better decision-making. High standard supporter care Support the team daily in answering incoming enquiries as part of the role. Develop and maintain a framework for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Where needed, work with relevant managers in other teams to develop solutions. Regularly review the quality of interactions handled by team members (e.g., through spot-checking emails, calls, and case resolutions), offering constructive feedback and suggestions for improvement. Cross-Team Collaboration and Advocacy Work closely with teams across the organisation to build and maintain knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements. Act as an ambassador for members and supporters across the organisation, sharing insights with colleagues. Maintain strong relationships across the Ramblers , including Ramblers Cymru and Scotland, ensuring the team delivers a high standard of service aligned with organisational priorities. Attend project planning meetings to ensure high-quality supporter care and brief the Supporter Care Team on new projects. Continuous Improvement Demonstrate a proactive approach to improving processes, reducing response times and enhancing supporter satisfaction. Proactively identify training needs for team members based on performance trends, and coordinate tailored training sessions to address gaps. Volunteer and Digital Engagement Manage office volunteers , ensuring they feel valued and supported to carry out their tasks effectively. Input into the development of new digital products (e.g., website and mobile) to enhance membership value and support volunteer-led recruitment and retention efforts. Other Undertake such other duties as may be reasonably required of the post The Person Knowledge, Skills and Experience Essential: Experience in working in a high in-bound volume (emails/call) customer or supporter experience environment Strong interpersonal and supervisory skills, with the ability to provide clear guidance, constructive feedback, and coaching to team members. A high standard of organisational skills with the ability to effectively prioritise and manage own workload. Excellent interpersonal and communication skills, including the ability to write to a high standard. Strong numerical skills and the ability to use and interpret data. Ability to adapt style, tone and content to a relevant audience. Experience delivering excellent supporter or customer care (minimum 2 years’) A team player, able to develop collaborative, strong and effective working relationships. Innovative and solutions-focussed with the ability to build knowledge and learn new skills. Proven experience using a CRM and customer service management systems (e.g. Salesforce) to manage and analyse supporter interactions. Experience supporting and supervising teams in a customer or supporter-focused environment, including managing workloads and maintaining quality standards. Interest in walking and/or being an advocate for the outdoors and natural environment. Experience in managing knowledge, learning and/or training in a supporter or customer facing environment Experience working in a supporter-focused, fundraising or membership-based environment is a plus. Candidates from subscription-based services are also encouraged to apply. Experience in providing insight and reporting in a supporter or customer facing environment. Experience in working with volunteers , with an understanding of volunteer motivations and needs Knowledge of relevant regulatory and legal requirements that impact charities. Experience working with third party suppliers. Desirable: Personal Attributes A team player, develop collaborative, strong and effective working relationships. Empathetic and patient, with a genuine desire to help members and supporters. Positive and professional attitude. Proactive and self-motivated with the ability to work independently. Adaptable and flexible in a fast-paced environment. Strong sense of responsibility and accountability. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do. Remote Status: hybrid
