Supporter Care Officer

The Talent Set are delighted to be working with a fantastic faith based charity to find their Supporter Care Officer.

This role requires working from their London office 5 days per week. It is a fantastic opportunity to develop fundraising and supporter care processes and feed into their wider strategy. You will work closely with the Individual Giving Manager to develop top class communications with supporters, as well as being the first point of contact for incoming emails, phone calls, and letters.

Key Responsibilities:

·       To be the first port of call for all incoming post, phone calls and emails

·       To be responsible for thanking all supporters and managing a welcome journey – ensuring that effective processes are in place

·       To work closely with the Individual Giving Manager to thank donations to all appeals and fundraising products

·       To process all donations ensuring there is a programme of continuous improvement for gifts processing

·       Responsible for the legacy admin and thanking process

·       To ensure Raisers Edge Database is accurate and up to date and to provide the data for all outgoing fundraising and communication mailings

·       Responsible for maintaining all of the  data on Raisers Edge, including cleaning data, providing information for reporting and analysis

·       Attending regular training courses to keep up to date with developments including GDPR and other legislation, policy and good practice with regard to data maintenance

·       Responsible for training colleagues on Raisers Edge as and when required

·       To look after donation forms, both online and in communications

Person Specification:

·       Experience of working in a customer care or supporter care environment

·       Experience of using CRM databases (eg. Raisers’ Edge) to input data, run reports and produce data lists

·       Excellent communication skills, particularly over the telephone and in writing

·       Highly proficient in using Microsoft Office software particularly Word and Excel

·       To be able to steward and support fundraisers and volunteers in their fundraising activity

·       Ability to report and analyse levels of supporter satisfaction and complaints through monthly KPI’s

·       To have a high attention to detail to ensure that all communications are accurate and the database is up to date.

·       An understanding of fundraising principles and GDPR

To be considered for this position please apply with your CV as soon as possible, regrettably please note we may not be able to reply to each and every application.

We are committed to diverse and inclusive recruitment practises that ensure equal opportunity for everyone, regardless of race, sexual orientation, mental or physical disability, age or gender. We encourage applications from all backgrounds and will happily make reasonable adjustments to always ensure a fair process.