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Supporter Care Executive

Helen & Douglas House

The closing date is 03 December 2024

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Job summary

Come join us at this exciting time and help us bring our new and ambitious fundraising aims to life, delivering first class supporter care!

Helen & Douglas House provides outstanding palliative care to children and their families throughout Oxfordshire and the surrounding counties. The Fundraising Team needs to raise around £4 million from the public every year to ensure that these vital services can continue. You can play a pivotal role in making this happen!

About you:

You will have experience in a public facing role and a passion and commitment to the work and aims of Helen & Douglas House. You will be a strong communicator with excellent interpersonal and organisational skills and the ability to develop and prioritise their own workload, working well under pressure and to deadlines.

About the team:

You will join a team of 16 fundraisers who works across all income streams: major gifts, community, corporate, events, regular giving, lottery, appeals and legacies. You will also work closely with our Data Insights Manager and Data Support Officer. You will report directly to the Head of Fundraising but will work across all income streams.

Main duties of the job

Your Responsibilities

  • Deliver excellent supporter care and stewardship journeys to our donors, fundraisers and event participants through effective communication via inbound/outbound calls and e-mails.
  • Identify opportunities to steward and maximise the lifetime value of supporters.
  • Ensure accurate supporter information and communications are recorded and maintained.
  • Manage and respond to a wide range of enquiries from supporters.
  • Lead our campaign fulfilment, including welcome packs, event packs, returned mail.
  • Take charge of all our fundraising stock.

About us

Helen &Douglas House offer the following benefits:

- 27 days holiday plus Bank Holidays, rising to 28 days after 3 years, and 29 days after 5 years of service.

- Flexible Annual Leave: buy or sell up to 5 days of Annual Leave per year.

- Life assurance x4 your annual salary.

-Group Personal Pension scheme with 7% employer contribution.

- Eye care voucher scheme.

- Cycle to work scheme.

- Octopus electric vehicle leasing scheme.

- Occupational sick pay and maternity pay.

- Enhanced maternity leave and shared paternity leave.

- A flexible working environment.

- Investment in your Continuous Professional Development.

- Employee Assistance Programme.

- Recommend a friend scheme.

- Commitment to Equality, Diversity & Inclusion. We welcome applications from all areas of the community and run regular in-house EDI-focused events and workshops.

Please note that everyone working for Helen & Douglas House are required to undertake a Disclosure and Barring Service check. Helen & Douglas House is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.We are an equal opportunities employer and value the benefits of a diverse workforce. We positively encourage applications from all areas of the community.

Date posted

19 November 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,355.50 to £31,433 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

B0269-24-0034

Job locations

14a Magdalen Road

Oxford

Oxfordshire

OX4 1RW


Job description

Job responsibilities

As part of the wider Income Generation Directorate, the Supporter Care Executive plays a key role in providing administrative support and excellent customer service to the Fundraising Team.

We are at a very exciting moment in Helen & Douglas Houses history with a new CEO and Director of Income Generation on board and a new three-year strategy in development. This new strategy will provide the organisation with a strong outward-facing ambition and the opportunity to engage more supporters in our plans.

The postholder will be the first port of call for all incoming supporter enquiries, managing thanking and stewardship, and leading the fulfilment of campaigns and events.

You will provide professional and effective administrative and stewardship support to the Fundraising teams to maximise income generation.

Job description

Job responsibilities

As part of the wider Income Generation Directorate, the Supporter Care Executive plays a key role in providing administrative support and excellent customer service to the Fundraising Team.

We are at a very exciting moment in Helen & Douglas Houses history with a new CEO and Director of Income Generation on board and a new three-year strategy in development. This new strategy will provide the organisation with a strong outward-facing ambition and the opportunity to engage more supporters in our plans.

The postholder will be the first port of call for all incoming supporter enquiries, managing thanking and stewardship, and leading the fulfilment of campaigns and events.

You will provide professional and effective administrative and stewardship support to the Fundraising teams to maximise income generation.

Person Specification

Experience

Essential

  • 1 years experience in a supporter/client facing role delivering an exceptional customer service or supporter care experience.

Desirable

  • Fundraising/ supporter care experience. Experience of using a CRM database. Experience in using digital fundraising platforms. Experience of working with volunteers.

Skills

Essential

  • Ability to draft written documents including supporter letters and emails. Ability to build and develop positive relationships with internal and external stakeholders. Excellent ability to plan and manage a variety of projects to tight and conflicting deadlines. Ability to multi-task and effectively prioritise competing projects. Ability to work within a team and be comfortable taking the initiative and working independently. Have a creative, can-do attitude. Excellent attention to detail with strong numeracy skills.
Person Specification

Experience

Essential

  • 1 years experience in a supporter/client facing role delivering an exceptional customer service or supporter care experience.

Desirable

  • Fundraising/ supporter care experience. Experience of using a CRM database. Experience in using digital fundraising platforms. Experience of working with volunteers.

Skills

Essential

  • Ability to draft written documents including supporter letters and emails. Ability to build and develop positive relationships with internal and external stakeholders. Excellent ability to plan and manage a variety of projects to tight and conflicting deadlines. Ability to multi-task and effectively prioritise competing projects. Ability to work within a team and be comfortable taking the initiative and working independently. Have a creative, can-do attitude. Excellent attention to detail with strong numeracy skills.

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.

Employer details

Employer name

Helen & Douglas House

Address

14a Magdalen Road

Oxford

Oxfordshire

OX4 1RW


Employer's website

https://www.helenanddouglas.org.uk/ (Opens in a new tab)

Employer details

Employer name

Helen & Douglas House

Address

14a Magdalen Road

Oxford

Oxfordshire

OX4 1RW


Employer's website

https://www.helenanddouglas.org.uk/ (Opens in a new tab)

For questions about the job, contact:

Date posted

19 November 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,355.50 to £31,433 a year

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

B0269-24-0034

Job locations

14a Magdalen Road

Oxford

Oxfordshire

OX4 1RW


Supporting documents

Privacy notice

Helen & Douglas House's privacy notice (opens in a new tab)