Supporter Care Officer (Fundraising)

Supporter Care Officer (fundraising)

Hours of work            37.5 hours a week over five days

Base                           Hybrid working with regular attendance at least two days a week (at least one of which is to be at the Pears Building) at one of our locations:

o   Pears Building, Pond Street, London, NW3 2PP

o   Barnet Hospital, Wellhouse Lane, Barnet, EN5 3DJ

o   Chase Farm Hospital, 127 The Ridgeway, Enfield, EN2 8JL

Excellent supporter care is vital to our relationship with our community of current and potential donors, event participants and legacy pledgers. This role will lead on ensuring that supporters have a great experience with the Royal Free Charity, combining front-facing supporter stewardship with further developing and enhancing office processes in collaboration with our database team. We expect the postholder to proactively suggest and make improvements, keeping the supporter at the core of all we do.

Responsibilities

Supporter stewardship

·        Act as first point of contact for any fundraising enquiries through email, post and phone, providing an excellent supporter experience

·        Deliver high quality outbound supporter care calls, emails and post, including ongoing stewardship of your own cohort of supporters

·        Support the IG team to deliver excellent Legacy and In Memory donor stewardship, including managing the Legacies inbox and supporting In Memory donors with fundraising queries

Office processes

• Develop and manage office volunteering opportunities, identifying needs and working with the volunteer team to recruit and train office volunteers

·        Process telephone donations and delivering a personalised thanking process

·        Deliver training across the team as required on donation processing

• Work with database team to oversee processing of postal correspondence, including updating supporter records as required.
• Oversee thanking processes for ad hoc donations and major appeal activity in collaboration with database team. Ensure that high standards are maintained, templates are kept updated and that processes are regularly reviewed.
• Manage collection tins/buckets distribution and processing
• Support the database team in the management of third party fundraising platforms

·        Stock checking of fundraising stationery and materials

• Development and distribution of regular team bulletin

Supporting key strategic projects

·        Support the smooth running of the RFC’s ambassador programme, including developing regular bulletins and offering marketing support

·        Support fundraising appeal activity, including quality monitoring of third party agency donor calls, logistical support for our face to face programme, and monitoring stock of materials.

·        Support the development of our corporate fundraising, by helping with research on opportunities, application screening, and developing applications for local small corporate funds.

Other

·        Build relationships across the charity and the Royal Free London NHS Foundation Trust to enable own work and engage with internal and external stakeholders to identify opportunities for supporter engagement

·        Actively pursue personal development, contributing learnings and ideas to the wider team

·        Maintain up to date knowledge of sector trends and how they might be applied to our work

Qualifications

No specific qualifications are required for this role.

Experience

Desirable

·        Experience of working in a fundraising environment

·        Experience of working in a customer focused environment

• Experience of relationship development
• Working knowledge of data protection and fundraising regulations

Skills and Knowledge

• Strong IT skills, proficient in using Microsoft Word, PowerPoint and Excel
• Excellent numeracy, literacy and administrative skills

·        Ability to build and maintain relationships cross-departmentally and with external suppliers

·        Ability to work methodically with excellent attention to detail

·        Able to deal with sensitive information in a confidential and professional manner

·        Effective negotiation skills

·        Ability to problem-solve, make recommendations, and implement solutions

• The ability to manage and juggle a large workload whilst maintaining an excellent service level to internal & external stakeholders

This job description is not exhaustive, and the role will include other tasks and responsibilities commensurate with the post and subject to change to meet legislative requirements.

Fundraising department

Our dynamic fundraising department are preparing for an ambitious multimillion-pound campaign in support of a ground-breaking cancer centre on the site of the Royal Free Hospital. We pride ourselves on being a supporter focused and agile function, working at the heart of the charity to deliver impact for patients and staff across our hospitals.

Responsible for attracting and retaining donors, and delivering an outstanding supporter experience, the fundraising department comprises two teams which work closely together to achieve our shared objectives:

•   Our Public Fundraising team harnesses the support and energy of individuals and groups, helping them to give back in the way that works for them. This includes committed giving, in memory support, gifts in wills, and fundraising events and challenges. Our database team and supporter care sit within Public Fundraising, with their work underpinning and supporting the entire department.
• Our Philanthropy and Campaigns team builds relationships with individual philanthropists, trusts, foundations, and corporate organisations which give, or have potential to give, £10,000 to the charity each year. They lead major appeal activity for the charity, currently focused on our exciting cancer campaign which is due to launch in 2025.

BENEFITS

Core benefits

·        25 days of paid holiday, plus three-day office closure rest period between Christmas and New Year, and UK bank holidays. This increases to 30 days leave after five completed years of continuous employment (all leave is pro rata for part time employees).

·        A contributory pension scheme, where we match your 4% contribution towards your pension. If you choose to increase your payments into your pension scheme, we’ll match your contribution up to 9%.

·        A sick pay package that offers one month’s full pay and one month’s half pay in any 12-month period if you’ve been with us for less than two years. This rises to two months’ full pay and two months’ half pay in any 12-month period after two years of continuous employment.

·        Occupational maternity pay and paternity pay packages that provide more generous support than statutory pay alone.

·        A flexible working policy to support our employees’ work/life balance.

Support for your financial wellbeing

·        Expert financial advice from our financial partner, the London Credit Union

·        Salary Sacrifice Scheme

·        Savings on purchases with the Blue Light Card

·        Our Death in Service benefit

Support for your health and wellbeing

·        Subsidised gym, pool and classes at our Rec Club in Hampstead

·        Secure bicycle parking and shower facilities at our Hampstead site

·        Fortnightly guided meditation

·        Free massage therapy from our complementary therapy team

·        Menopause peer support group

·        Employee Assistance Programme offering 24-hour access to free confidential advice and support on work and personal issues.