Fundraising Assistant

Job responsibilities

Job Summary:

Based on our Supporter Hub our Community Fundraiser is the first point of contact for all donors wishing to support the Hospice. You will be welcoming new and existing supporters, by engaging with them to invite them to take part in our future events and campaigns or supporting them with their own fundraising activity. Working closely with our supporters to facilitate great relationships and engender donations for the whole of the income generation team. This role is integral to maximising all income generation opportunities and ensuring the highest quality donor relationships are developed and maintained.

Duties & Responsibilities:

1. Welcome new and existing supporters to the hospice arising from visits, telephone calls and emails to the Supporter Hub. Deliver a public facing ‘one stop shop’ by ‘serving and responding’ to our supporters, ensuring quality relationships and supporter expectations are managed at all times.

2. Identify opportunities where supporters will pledge their support to the Hospice. Work closely with our team of Fundraisers to ensure that the supporter receives an excellent experience. This relationship is paramount to their fundraising success and the supporter journey with the hospice.

3. Take all supporters through our ‘donor journey process’, by supporting, encouraging and offering additional products as a source of revenue. Encourage the supporter to continue engaging with the hospice thus building on relationships to ensure ongoing support.

4. Maintain comprehensive records of all approaches and follow up contacts utilising the fundraising donor management IT package.

5. Raise awareness of all Income Generation streams as and when required including the cross-promotion of all hospice events and campaigns, identifying opportunities to sell other income generation products as routine.

6. Interact with all Income Generation teams to ensure an understanding and awareness of all current activities; as well as ensuring good communications with all departments in the Hospice, particularly with our Reception and Finance Team.

7. Promote Gift Aid as an additional source of revenue both face to face and over the telephone ensuring all processes are adhered to and that Gift Aid opportunities are maximised at all times.

8. Receive and record donations and gifts (monetary and non-monetary) and adhere to procedures, ensuring the issue of a receipt and the safe provision of money etc. Record outcomes on the hospice data management system; Donorflex and update procedural logs. Ensure safe transit of the donations to the relevant department.

9. Identify case study/good news story information to be communicated with our Marketing & Communications Team for potential coverage.

10. Support the operational elements of our collection tin and floor standing devices income stream. Arrange for rounds to be serviced in a timely manner using the support of a team of collection tin volunteers & work closely with our Finance Team to make them aware of the incoming donations due to be received into the hospice. Report closures of outlets & any missing collection tins to the Community Fundraising Team Leader. Use our donor database to support the management of our collection device outlets/servicing.

11. Undertake administrative/donation handling procedures which arise from our Dougie Bank income stream.

12. Undertake administrative/donation handling procedures from our foreign coin donation initiative.

13. Assist with tasks as directed by the Community Fundraising Team Leader relating to our Supporter Tree initiative/display.

14. Ensure supporter amendments to the database are carried out in a timely and accurate manner.

15. Carry out additional administration tasks including the ordering of office stationery on behalf of the Fundraising Department and raising purchase orders for the Supporter Hub & Fundraising team when required.

16. Collate and utilise feedback to ensure we provide a first class service to all donors to cement relationships that in turn will yield maximum income from pledges.

Skills & Knowledge

Essential

• - Possess sound written and verbal skills.
• - Sound knowledge & regularly use IT systems i.e: Microsoft Outlook, Word & Excel.
• - Ability to communicate positively with supporters and colleagues by telephone, email, letter and in person.
• - Demonstrate communication skills with people from different backgrounds and cultures.
• - Excellent time management skills.
• - Excellent interpersonal skills.

Desirable

• -Knowledge and appreciation of Charity Commission guidelines and regulations
• - Demonstrates knowledge of mechanics of voluntary income generation.
• - Knowledge of The Institute of Fundraising Code of Practice.

Experience

Essential

• - Experienced in undertaking office administration utilising a PC and associated software.
• - Knowledge & experience of using an in-house database which administers income/customer records.
• - Previous experience of administration within a busy professional office environment.
• - Experience of providing excellent customer service to members of the public.
• - Payment handling experience.

Desirable

• - Experience operating in a multi-disciplinary environment.
• - Sales experience.
• - Experience of working with volunteers and supporters of a cause.
• - Evidence of fundraising experience.
• - Adhering to confidentiality procedures, using discretion and dealing with sensitive issues.
• - Have assisted with campaigns or initiatives that successfully generate surplus income.
• - Have contributed to creating and implementing ideas resulting in raising net income.

Qualifications

Essential

• - High level of numeracy skills.
• - High levels of written and spoken English.
• - Educated to GCSE level.
• - Computer literate.

Desirable

• - NVQ 3 or equivalent in customer services.
• - Relevant fundraising certificate/qualification.
• - Marketing/Sales training or qualification.
• - Educated or willing to do a relevant certificate in fundraising.

Aptitudes & Attributes

Essential

• - Personal approach.
• - Excellent face to face & telephone manner skills.
• Self-motivated, uses initiative and can work unsupervised.
• - To be resourceful and creative.
• - Ability to relate to the multi-disciplinary team in the hospice.
• - A high level of accuracy and attention to detail are absolutely essential to the role.
• - Ability to prioritise tasks, appropriately delegate and manage time effectively.
• - Ability to cope under pressure.
• - Be outgoing, persuasive and unconcerned about asking for support.
• - Multi task as a second nature over long periods of time.
• - Able to deal with difficult situations.
• - Due to the nature of the workplace, unless you are medically exempt, a Covid vaccine is necessary for all new starters. You will be required to provide proof of your vaccine status upon successful offer of employment as part of the pre-employment checks. (for more information please contact the HR Team)
• - Dress in a manner that conforms to accepted formal codes of business dress.
• - Hold a current clean driving licence and daily access to a vehicle.
• - A flexible approach to hours and days of work.
• - Prepared to develop skills and knowledge as the demands of the business changes.