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Supporter Care Administrator
This is a new role in a vibrant fundraising team for an experienced administrator. We are looking for someone with excellent verbal and written communication skills who will give exceptional customer service and appropriately thank our supporters and steward them, whilst also supporting our wider fundraising team with extensive administration support.
If you would like to learn more about the role, please contact firstname.lastname@example.org and we will arrange for you to be called back.
Application Deadline: 13 January 2021
Salary Range (FTE): £17,751 – £19,021
What the role involves
Provide exceptional supporter experience through written, telephone, digital and face-to-face communications with our volunteers, supporters and wider community;
Be responsible for providing personalised, accurate, thank you letters and communications;
Actively make recommendations for improvements to supporter experience and our communications;
Ensure the accurate creation, maintenance and updating of new and existing supporter records on the fundraising database.
Import data and information from third party sites, including JustGiving and Facebook, and thank supporters in line with the Exceptional Supporter Experience strategy;
Work with the fundraising team on regular giving, appeals, and mailings, accurately identifying and extracting appropriate data from the fundraising database.
Directly contribute to wider fundraising objectives by supporting the entire fundraising team and providing a high quality administrative and triage support, including:
Attending a range of events and assisting with logistics and stewarding of supporters;
Ensuring the appropriate replenishment of cash collection boxes;
Attending presentations and speaking passionately about the work of St Nicholas Hospice Care, and generally assisting with promoting both our work within the community and the importance of fundraising to allow our work to continue;
Acting as a point of contact for volunteer fundraisers and inspiring them with an excellent knowledge of our fundraising products and events;
Working closely with the Donations Officer and other members of the finance team, the role will:
Support finance activities including setting up new processes, and the necessary system maintenance, to facilitate accurate recording of financial and non-financial data including gift aid;
Assist with the preparation of reports and analysis as required, including importing and exporting data files, assisting colleagues with the preparation of reports, research and interrogation of the fundraising system as necessary;
Maintain good working relationships between the Hospice and the fundraising database provider;
Require attendance at training and fundraising conferences, as necessary, to facilitate and develop knowledge of the fundraising system and of relevant current legislation;
Ensure personal data held for the purposes of processing payments is treated confidentially, securely and in line with legislation.
What we want from you
Experience of delivering exceptional quality customer care using the telephone, in person, and in writing
Excellent written and spoken English with an empathetic, confident and professional manner
Good IT Skills including knowledge of Word and Excel, and database experience
Ability to work as part of a team in a busy environment
Able to prioritise
Ability to work some evenings and weekends
Why work for us?
25 days annual leave increasing with length of service to a maximum of 29 days
Employee Assistance Scheme