Supporter Relations Assistant

Purpose

The Supporter Relations Assistant plays a key role in delivering excellent supporter care and administrative support within the Supporter Relations team and wider Public Fundraising department.

The role is responsible for processing donations and supporter correspondence accurately and efficiently, responding to enquiries, maintaining supporter records, and ensuring every interaction reflects CBM UK's values and commitment to outstanding supporter care. The postholder will help supporters feel valued, appreciated and connected to the impact of CBM's work.

Key Criteria for Success

Success in this role will be demonstrated through:

• Delivering a consistently high standard of supporter care, ensuring supporters feel valued, appreciated and connected to the impact of their support.
• Processing donations, supporter enquiries and administrative tasks accurately, efficiently and in accordance with agreed procedures and service standards.
•  Maintaining high-quality supporter data and working collaboratively across teams to contribute to CBM UK's fundraising and engagement objectives.

Key Responsibilities

Donation Processing (40%)

1. Process incoming donations received by post and other channels, including online donations, ensuring all postal donations are opened, sorted, batched and recorded accurately and in a timely manner.
2. Receive and process donations made over the telephone, including card payments, ensuring transactions are handled accurately, securely and confidentially.
3. Send supporter acknowledgements, thank you letters and other follow-up communications, using automated mailing systems or manual processes as required.
4. Ensure all donation processing activities comply with internal procedures, financial controls and data protection requirements.

Supporter Experience (40%)

1. Contribute to delivering an excellent supporter experience that helps supporters feel valued, appreciated and connected to the impact of their support.
2. Be a first point of contact for supporter, public and church enquiries received by telephone, email and post, delivering a professional, friendly and personalised service.
3. Respond to enquiries by providing accurate information in line with CBM UK policies and procedures, referring enquiries and follow-up actions to the appropriate colleague or team where necessary.
4. Handle feedback, concerns and complaints sensitively and efficiently, seeking appropriate resolutions and escalating issues where necessary.
5. Support timely and effective supporter stewardship by making outbound telephone calls where appropriate, including thanking supporters for significant gifts and responding to supporter enquiries.
6. Produce and personalise supporter communications, including acknowledgement letters, thank you messages and other correspondence, using approved templates and guidance.

Supporter Records, CRM and Data Management (20%)

1. Create, maintain and update supporter records in the CRM system, ensuring information remains accurate, complete and up to date, including processing changes of address, communication preferences, deceased records and other data amendments.
2.  Accurately record donations, communications, telephone conversations and other supporter interactions to provide a complete history of supporter engagement
3. Support regular data cleansing and quality assurance activities to maintain the integrity and reliability of supporter information
4. Ensure all supporter data is handled in accordance with GDPR, data protection legislation and organisational policies.

Other

1. Be part of a culture of enthusiasm and success, which reflects the ambitions of CBM UK. Ensure that the values of the CBM UK brand are understood by external partners and always reflected in communications.
2. Carry out any other duties as required by the Supporter Relations Manager.

Please download the recruitment pack for full details.