Job summary
As the first point of contact for our supporters providing customer service and administrative support., ensuring all enquiries are handled promptly, politely, efficiently and with empathy, whether over the phone or via email.
Managing the charitys main Fundraising inbox, responding to queries and signposting supporters
to the appropriate teams to ensure swift and accurate resolutions. As well as receiving and
processing donations, maintaining up to date and accurate donor records on the charitys
database, and assisting the Fundraising Database Manager by running accurate reports and
helping to oversee the charitys fundraising platforms.
Main duties of the job
- Responding to supporter enquiries and processing donations
- Maintaining accurate data on our fundraising database
- Writing supporter communications
- Supporting complaint resolution and complex queries
- Assisting with reporting and charity platform oversight
- Collaborating across teams to enhance the supporter journey
About us
Comprehensive range of benefits:
-
Free
onsite parking & subsidised meals at our hospices
-
Pool
car provided when working in the community
-
Employee
health cash plan & wellbeing support schemes
-
NHS
pension - continuation if already contributing
-
Enhanced
Annual leave Entitlement - 27 days + 8 UK Bank Holidays
-
Additional
holiday purchase scheme
-
AVIVA
pension package up to 7% Employer Contribution including Life Assurance
-
Free
eye tests & cycle to work scheme
East Anglia's Children's Hospices (EACH) supports families and cares
for children and young people with life threatening conditions across
Cambridgeshire, Essex, Norfolk and Suffolk.
At EACH we believe in fostering a workplace where every individual
feels valued and respected. We are committed to building a culture of
inclusion where differences are embraced. We are actively seeking talent
from all walks of life, recognising that diversity drives innovation,
creativity and success.
Join us on a journey to create a more inclusive workplace, where
everyone has equal opportunities to grow, contribute and succeed. We welcome
candidates from all backgrounds to apply for opportunities at EACH and
adjustments will be made to facilitate the application and selection
process.
Job description
Job responsibilities
- To provide first-class customer service to EACHs supporters through answering the Supporter Care telephone line, inbox and website enquiries.
- To ensure queries are dealt with in a polite and timely manner.
- To update supporter details on the Fundraising database accurately and promptly.
- To communicate with supporters compassionately and effectively through the writing and sending of thank you letters, including In Memory donations.
- To manage and investigate complaints and complex queries and provide full and satisfactory responses quickly and effectively.
- To handle sensitive data such as credit card information and process transactions confidentially and securely.
- To work with the Fundraising Database Manager to support data needs including reporting and analysis.
- To provide administrative support to other Fundraising teams when needed, e.g. helping to register participants for EACH events during busy periods.
- To communicate supporter and donation information efficiently and clearly to relevant teams.
- To help monitor equipment, merchandise and literature stock levels.
- To contribute to the overall Supporter Care strategy and work closely with the team to deliver objectives.
- To research and keep up to date on sector news and trends within Supporter Care so EACH can continually improve the supporter experience.
- To act at all times in accordance with all internal and external Data Protection regulations.
- To ensure that Supporter Care activity is in line with compliance and best practice as per ICO, DMA, Fundraising Regulator and Institute of Fundraising regulations.
Job description
Job responsibilities
- To provide first-class customer service to EACHs supporters through answering the Supporter Care telephone line, inbox and website enquiries.
- To ensure queries are dealt with in a polite and timely manner.
- To update supporter details on the Fundraising database accurately and promptly.
- To communicate with supporters compassionately and effectively through the writing and sending of thank you letters, including In Memory donations.
- To manage and investigate complaints and complex queries and provide full and satisfactory responses quickly and effectively.
- To handle sensitive data such as credit card information and process transactions confidentially and securely.
- To work with the Fundraising Database Manager to support data needs including reporting and analysis.
- To provide administrative support to other Fundraising teams when needed, e.g. helping to register participants for EACH events during busy periods.
- To communicate supporter and donation information efficiently and clearly to relevant teams.
- To help monitor equipment, merchandise and literature stock levels.
- To contribute to the overall Supporter Care strategy and work closely with the team to deliver objectives.
- To research and keep up to date on sector news and trends within Supporter Care so EACH can continually improve the supporter experience.
- To act at all times in accordance with all internal and external Data Protection regulations.
- To ensure that Supporter Care activity is in line with compliance and best practice as per ICO, DMA, Fundraising Regulator and Institute of Fundraising regulations.
Person Specification
Skills and abilities
Essential
- Excellent written and verbal
- communication skills
- A calm and measured approach
- Demonstrates empathy and professionalism in supporter interactions
- Organised and efficient, with the ability to prioritise a high and varied workload to meet tight deadlines
- Creative and innovative thinking for supporter communications
Qualifications
Essential
- Basic Microsoft package knowledge (Word, Outlook, Excel)
Desirable
- Knowledge of Gift Aid, Charity Law, Fundraising Code of Practice, and other relevant marketing or fundraising standards across the UK
Other requirements
Essential
- Conduct in line with the general standards of conduct, values, norms and behaviours of the charity, embracing and promoting equality, diversity, and inclusion across all staff, volunteers, and supporters
Desirable
- Current full, valid driving license and access to a car in order to travel to
- our three sites for meetings
Experience
Essential
- Customer service
- Office administration
- Database usage
- Collaboratively working with colleagues across departments /organisation
Desirable
- Using a fundraising database or charity CRM
- Experience of working with issues of health and/or disability
Person Specification
Skills and abilities
Essential
- Excellent written and verbal
- communication skills
- A calm and measured approach
- Demonstrates empathy and professionalism in supporter interactions
- Organised and efficient, with the ability to prioritise a high and varied workload to meet tight deadlines
- Creative and innovative thinking for supporter communications
Qualifications
Essential
- Basic Microsoft package knowledge (Word, Outlook, Excel)
Desirable
- Knowledge of Gift Aid, Charity Law, Fundraising Code of Practice, and other relevant marketing or fundraising standards across the UK
Other requirements
Essential
- Conduct in line with the general standards of conduct, values, norms and behaviours of the charity, embracing and promoting equality, diversity, and inclusion across all staff, volunteers, and supporters
Desirable
- Current full, valid driving license and access to a car in order to travel to
- our three sites for meetings
Experience
Essential
- Customer service
- Office administration
- Database usage
- Collaboratively working with colleagues across departments /organisation
Desirable
- Using a fundraising database or charity CRM
- Experience of working with issues of health and/or disability
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
