Supporter Care Jobs

Job Title: Supporter Care Coordinator

Salary: £27,000 per annum

Team: Supporter Engagement Team

Hours: 37.5 hours per week

Location: Shooting Star House, Hampton

** To apply please send your CV and a short covering letter outlining how your experience meets the criteria set out in the person specification. **

About Shooting Star Children’s Hospices

We have an exciting opportunity for a Supporter Care Coordinator to join our team at Shooting Star Children’s Hospices.

Shooting Star Children’s Hospices provides specialist care and support to families who have a baby, child or young person with a life-limiting condition, or who have been bereaved. Rated ‘Outstanding’ by the Care Quality Commission, we support families across Surrey, north-west London and south-west London from diagnosis to end of life and throughout bereavement with a range of nursing, practical, emotional and medical care.

At the heart of what we do are our dedicated staff; their exceptional commitment and professionalism means every family has the opportunity to make every moment count.

About the role

Your key purpose will be to support the Individual Giving Manager in the provision of excellence in supporter care for individuals supporting all fundraising activities and projects related to Shooting Star Children’s Hospices Individual Giving programme, Gifts in Memory fundraising and ensuring Shooting Star Children’s Hospices families who choose to fundraise are effectively supported in their activity. This role will support the charities appeal fundraising programme, working with the Head of Supporter Engagement and Individual Giving Manager on supporter stewardship.

The Supporter Care Co-ordinator will also provide efficient and effective key administrative support to the wider fundraising team, optimising income generation proactivity cross-team.

About you

If you are enthusiastic about fundraising and enjoy diverse responsibilities, this could be the perfect role for you.

We are looking for someone who feels confident working as part of a team as well as working independently. Previous experience in an administrative role is desired, with excellent knowledge of Word, Excel and Powerpoint. Excellent oral and written communication skills, with the ability to communicate effectively in a sensitive and compassionate manner. 

Please see the attached job description for more information about this opportunity at Shooting Star Children’s Hospices.

What we offer

In return you will receive a competitive salary along with a range of benefits, which include:

Pension scheme

• NHS Pension Scheme (for eligible employees) or our stakeholder pension scheme, with up to 7% employer contributions

Annual leave

• 27 days plus Bank Holidays rising with length of service

• 2 weeks paid sabbatical leave after 5, 10 and 15 years’ service

Contractual benefits

• Generous sick pay scheme

• Enhanced maternity, adoption, and paternity leave pay

• Flexible working arrangements

• Death in service benefits

• Reimbursed professional membership fees

• Eye care

• Employee referral scheme

• Blue Light discount card

Health and wellbeing

• Employee Assistance Programme

• Occupational Health

• Cycle to work scheme

• Mental Health First Aiders

• Nutritionally balanced meals at Christopher’s (free for employees) and free fruit at our Hampton site

Safeguarding

We are committed to safeguarding and promoting the welfare of children and young people and expect all our staff to share this commitment. Employment is subject to receipt of satisfactory references and a DBS check.

Equality, diversity and inclusion

Shooting Star Children’s Hospice is committed to inclusion and diversity in everything we do. We know that getting things right is critical for us to live our organisation’s values: Professionalism, Respect, Integrity, Diversity and Excellence.

We are always trying to improve our way of working to be more inclusive and equal. Our vision is for Shooting Star Children’s Hospice to be a place where people of all backgrounds, groups and communities feel welcomed to work and volunteer.

You’ll be working in a team that plays a pivotal role within fundraising, building strong and lasting relationships with our charity's supporters and donors through your interactions. 

This is an important role for Oxford Hospitals Charity as you will often be the first point of contact for supporters engaging with us via phone, email and through various fundraising platforms. The role brings endless avenues to make a real difference - identifying opportunities to engage further and support income generation. 

Working as part of the team, you will also be responsible for prompt and accurate processing of donations and tailoring thank you letters for individual supporters. This is an excellent and varied role offering opportunities to also work in collaboration with our newly created Hospital Engagement Team – it is an exciting time to join our ambitious charity! 

Your skills 

• Excellent customer service and communication skills 

• Knowledge of CRMs/Databases

• Proficiency in MS Office such as Outlook, Word, Excel and other relevant software 

• Experience in accurate and prompt data input 

Does this sound like you? 

• Passionate about customer care, building long lasting relationships or can demonstrate your positive influence in a similar environment 

• Excited to encourage supporters achieve their personal fundraising goals by providing excellent stewardship 

• Demonstrates a confident yet empathetic communication style whilst managing complex queries, and on occasions navigating difficult conversations

• A high level of attention to detail with ability to capture all relevant data, whilst adhering to policies and procedures, and ensuring positive outcomes. 

• Thrives on working in a busy team in a varied role 

• A good understanding of the charity sector and the invaluable role of our supporters and dedicated to providing the best supporter experience. 

Are you looking for a role within an organisation where the work you do makes a real difference to people's lives? Are you looking to develop your fundraising experience with a sector-leading team? If the answer is yes then our Supporter Care Team Manager could be for you.

Every childhood is worth fighting for. This is our belief. We all share it. And it drives our Fundraising team to get out there and bring in the funds we need to protect children and prevent abuse. Join us as a Supporter Care Team Manager, and get more people involved in change that means everything.

This role sits within the Income Generation Directorate our aim is to maximise resources for the NSPCC's mission by raising funds, providing the best possible supporter experience, and building long-term relationships between donors and our cause.

The Supporter Care Team Manager sits within the Supporter Care team and Supporter Service Department. This is one of the customer care focused teams within the Supporter Services department, which is part of the Operations structure, within the Income Generation directorate.

This role means a lot to our Supporters. You will line manage the team providing the first point of contact for the many thousands of people who get in touch with the NSPCC each month. Whether by email, phone call or letter, this might be the only contact that person has with the NSPCC. For this reason, the team take every opportunity to give our supporters a personal and rewarding experience, making sure they go away feeling more engaged with our work and knowing how much we genuinely value their support. The Supporter Care Team Manager will lead, direct, coach and encourage our staff to give the best service to our supporters whilst also having an eye for processes and systems to enable the smooth running of the team.

The ideal candidate will recognise the following skills in themselves:

• Excellent interpersonal and customer service skills
• Experience of working effectively with people from different professional backgrounds.
• Excellent written communication skills and excellent listening skills with a particular ability to control telephone conversations to a high standard, including handling distressed, confused or aggressive callers.
• Ability to effectively support and coach supporter care advisors with supervisory responsibilities
• Ability to think creatively – to be able to identify ways to improve customer service standards and demonstrate problem solving skills.
• Knowledge and understanding of the importance of racial and cultural difference and of disability and an ability to respond to a diverse user group.
• Well-developed basic IT skills and experience of using a client information data base.
• Ability and willingness to assist in the promotion of NSPCC services, principles and values to a variety of audiences, including fundraisers, media and other professionals, including oral presentations.

This is a real opportunity to make a difference to children's lives, but we also like to reward people by offering a great working environment, being part of a friendly and supportive team, and offering stimulating and challenging work, with plenty of development opportunities.  We offer a variety of rewards and benefits including generous annual leave, employee benefits and assistance programme, pension and life assurance schemes. 

Join us at this exciting time and you'll become part of an expanding team that cares about the work they do and the people they work with. You'll discover opportunities to grow, along with challenges and a shared purpose that'll bring the best out in you. And you'll get to find your own way to make a difference that means more, and that impacts millions of young lives. We want to ensure roles are accessible and inclusive of everyone, which is why the NSPCC offers a high degree of flexibility around ways of working.

We currently have an exciting opportunity for a customer focused individual to join our team as a Supporter Care Advisor. You will join us working 35 hours per week, on a 12 month fixed term contract and will be based at our National Cat Centre. In return you will receive a salary of up to £26,796 per annum plus excellent benefits.

This role is on a hybrid basis, meaning a mix of working from home and at Cats Protection's National Cat Centre in Chelwood Gate, East Sussex.

Since 1927, Cats Protection has helped thousands of cats each year, across the UK. As a community of volunteers, employees, supporters and partners, we’ve improved the lives of millions of cats and transformed the way millions of people see and care for cats.

The Supporter Services team is part of the Cats Protection Marketing & Income Generation directorate. We answer queries from supporters about memberships, sponsorships, lotteries, raffles and donations. We also record and update the contact preferences of our supporters to ensure we only send communications which are wanted. The Supporter Services team is also responsible for the management of the Gift Aid scheme for Cats Protection, claiming money back from HMRC to provide much needed assistance to the many cats and kittens in need of help. We look to provide the best service possible to our supporters, although we never stop striving to improve this service.

Responsibilities of our Supporter Care Advisor:

As our Supporter Care Advisor you will provide a first-class level of customer care to current and potential supporters to secure financial and non-financial support, nurture relationships and increase levels of engagement, ensuring supporters feel valued and a key part of our work. You will be the first point of contact for fundraising enquiries and direct communication with supporters via a variety of channels (including inbound and outbound telephone calls, letters, email and social media response), helping to build loyal, committed relationships with supporters.

What we’re looking for in our Supporter Care Advisor:

- Experience working within a supporter relations or customer care environment

- A keen desire to provide excellent supporter/customer care

- Experience handling complex complaints and queries

- Hardworking team player but also able to work independently off own initiative

- Engaging and professional phone manner, excellent listening skills to build rapport and empathise

- Good organisational skills and attention to detail

What we can offer you:

• salary of up to £26,796 per annum plus excellent benefits
• generous annual leave entitlement
• life assurance scheme
• range of health benefits including private healthcare
• Employee Assistance Programme
• and more

Through our values and behaviours we help people see the world through cats’ eyes. Together we can make a difference.

Unfortunately, we cannot accept applications or CVs that are emailed to us directly.

Closing date: 29th May 2024

Virtual interview date: w/c 10th June 2024

Applications may close before the deadline, so please apply early to avoid disappointment. Please note, applications received after the closing date may not be responded to.

Please email if you require any adjustments to be made for you to complete your application or to participate in the recruitment journey.

Supporter Care Officer

Join an award-winning team and make a life-saving difference to people and animals.

Working as part of the Development team, this new role will play an integral part in driving fundraising efforts and therefore accelerating the transition from using animals to using human-specific technologies in medical research.

Job Purpose

• Provide first-class supporter care to supporters
• Steward the charity’s cohort of community fundraising ambassadors and challenge event participants
• Efficiently and effectively maintain the donor database
• Promote best practice in data processes

Deliverables 

Provide first-class supporter care to supporters

• Be the first point of contact for supporter enquiries and comments across all communications channels, including social media, and provide an exceptional supporter care service
• Ensure that all supporter communications are responded to, and gifts are thanked, within agreed internal service level agreements and according to policies and procedures
• Draft and maintain a suite of approved on-brand standard supporter care responses
• Maintain an up-to-date library of standard operating procedures for supporter care processes

Efficiently and effectively maintain the donor database

• Ensure a complete, accurate, and timely record of all donor, supporter and advocate communication and gift activity in the donor and advocacy CRM databases
• Liaise with the Finance team to ensure gifts are appropriately coded and any issues related to gifts are promptly addressed
• Process cheque, card, cash and CAF donations received through offline channels
• Ensure Gift Aid is claimed and validated against Gift Aid declarations
• Proactively ensure the integrity of the CRM is maintained to a suitably high standard
• Work with colleagues to understand their requirements and perform the selection and segmentation of data for appeals, communications and reporting
• Work with colleagues to continually improve the quality, accuracy, and usability of the donor and advocacy databases

Provide assistance to the Development team

• Assist with the production of the quarterly supporter newsletter; making data selections, writing/proofing copy, and liaising with suppliers
• Steward the charity’s cohort of community fundraising ambassadors and challenge event participants, supporting them to achieve their fundraising targets
• Contribute to the development and implementation of the fundraising and marketing strategies, and the development of new products and campaigns
• Carry out any other duties as may be reasonably required

Download Job Pack for full role description 

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

REF-214 227

Supporter Care Coordinator

Job reference: REQ003152

Application close date: 02/06/2024

£25,984 a year

London E15 2GW/Remote Worker

You must attend the office two days a week, the other three days can be from home, the office or both.

Scope is a disability equality charity in England and Wales. Together we are Disability Gamechangers. We work to a society where all disabled people enjoy equality and fairness. We campaign tirelessly for everyday equality for disabled people.

The Supporter Care Coordinator role sits within the Supporter Experience team, whose goal is to ensure that all Scope supporters, whether they are giving time, money, or voice, have the best experience each time they interact with us.

The role

The Supporter Care team is the first point of contact for all supporter and donor queries, so you will be at the frontline, engaging with a variety of people contacting Scope. The role of the Supporter Care Coordinator is to ensure that each of these people feels appreciated, informed, and satisfied after engaging with Scope, leaving them feeling valued and committed to giving their ongoing support.

You will:

· Be responsible for handling incoming queries from supporters, across telephone, email, and post, as well handling outbound supporter service calls and other communications.

· Process donations from different channels and sources, thanking supporters in a timely manner and maintaining good records of these actions.

· Report to the Supporter Care Team Leader, and sit within the wider Fundraising team.

· Work closely with colleagues across the directorate, providing support in key periods, and contributing to overall fundraising income goals and an improved supporter experience.

About You

We are looking for someone who:

· Is highly motivated, with a commitment to providing excellent customer service.

· Has experience working in a customer care or fundraising environment

· Enjoys working in a busy team

· Has a high level of attention to detail and exceptional communication skills.

· Is confident communicating directly with supporters and managing complex queries, all the while adhering to policies and procedures, and ensuring positive outcomes.

· Understands the charity sector and the invaluable role of our supporters and is therefore dedicated to providing the best supporter experience.

Please make sure you explain in your application, with examples, how you can meet these important skills.

We ask you to show an appreciation of Scope’s values and our ambition of everyday equality for disabled people. 

Our values are being pioneering, courageous, connected, open and fair

By living our values and trusting each other, we give our colleagues freedom and space to be creative, push boundaries and change minds.

Disabled candidates

We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs. We want to create a workforce that is a true reflection of the communities we serve.

Scope will interview all disabled candidates who meet the essential criteria for the post. This is part of our commitment as a Disability Confident Leader. Just let us know in your application that you are applying under the Offer an Interview Scheme. This was previously known as the Guaranteed Interview Scheme.

Some applicants might need adjustments during the application process. If you require adjustments through your journey with us, please visit our website. You can find out more about interview adjustments on the Scope website.

Equality, diversity and inclusion

At the heart of everything we do at Scope is Equality, Diversity, and Inclusion.

We want everyone to feel like they belong. We value each person as an individual. We will treat everyone with dignity and respect and we want to recognise all parts of a person's identity.

We are a disability equality charity. So, we will build a culture that is accessible and inclusive first. We will aim for the same high standards in all our work. We will listen, learn and keep improving.

You can find out more about our approach to Equality, Diversity and Inclusion on the Scope website.

Scope benefits

We believe hard work deserves reward and recognition. We offer a wide range of benefits including:

· 27 days holiday plus Bank Holidays

· Flexible, hybrid and remote working options

· Pay progression at 6 months and 2 years

· Company pension

· Excellent training and career development

· Strong colleague networks across disability, race and LGBTQ+

· Discounted gym membership, cycle to work scheme and much more.

How to apply

If you want to become a Disability Gamechanger, we'd love to hear from you.

We are super excited to be working with a wonderful charity as they are seeking a warm and ambitious Customer Services and Central Admin Officer to join their customer services team. This role will play a crucial role in providing excellent supporter care and stewardship, being the first point of contact for supporters and ensuring that their interactions are positive and memorable.

As a part of this role, you will oversee tasks such as donation processing, acknowledgement of donations and gift aid, including creating thank you letters and recording information and interactions with donors accurately on the fundraising database. You will also manage and maintain relationships with external stakeholders monitoring their performance through KPIs and SLAs. This organisation is passionate about team development and will lend a great path to your career progression.  

As an excellent Customer Services and Central Admin Officer, you will need:

• Strong income processing knowledge and experience  
• Track record of providing excellent and outstanding customer service to donors
• Strong attention to detail, problem solving and communication skills including ability to liaise with external stakeholders
• Ability to work as a team player and independently with proven track record of working on own initiative

Salary: £28,000 – £32,00
Location: London-Hybrid
Deadline: ASAP

If you would like to have an informal discussion, please call Chloe on 02030 062787 or email your interest along with your CV to [email protected].
Ashby Jenkins Recruitment are a specialist charity recruitment agency, we use our extensive sector knowledge and experience to match candidates to the most suitable roles. We take a relationship-led approach to recruitment, working ethically, and supporting people to find their perfect role within the not-for-profit sector.

We are passionate about improving equality across the sector, you can read more about our commitment to diversity here.

If enough applications are received the charity reserve the right to end the application period sooner.

Are you looking for a role within an organisation where the work you do makes a real difference to people's lives? Are you looking to develop your customer service experience with a sector-leading team? If the answer is yes then our Supporter Care team could be for you.

Every childhood is worth fighting for. This is our belief. We all share it. And it drives our Supporter Care Team to help our supporters, who are the reason we can be there to protect children and prevent abuse. Join us as a Supporter Care Advisor and get more people involved in change that means everything.
 

To be successful in this role, you will need to have the following: 

• Passionate about providing excellent customer service essential 
• The ability to deal appropriately with sensitive and confidential material 
• Enthusiastic about building a rapport with external and internal stakeholders 
• Possess excellent written and oral communication skills 
• Motivated by making a difference 

• Able to champion the organisations vision to bring others on-board 
• Great organisation and prioritising abilities 
• Good IT skills 

If you believe you tick all of the above and want to join us in the fight for every childhood please apply now. 

This is a real opportunity to make a difference to children's lives, but we also like to reward people by offering a great working environment, being part of a friendly and supportive team, and offering stimulating and challenging work, with plenty of development opportunities.  We offer a variety of rewards and benefits including generous annual leave, employee benefits and assistance programme, pension and life assurance schemes. 

Join us at this exciting time and you'll become part of an expanding team that cares about the work they do and the people they work with. You'll discover opportunities to grow, along with challenges and a shared purpose that'll bring the best out in you. And you'll get to find your own way to make a difference that means more, and that impacts millions of young lives. We want to ensure roles are accessible and inclusive of everyone, which is why the NSPCC offers a high degree of flexibility around ways of working.

Summary

The Supporter Care Advisor plays an integral part in a team delivering a first class, professional customer service. We use a range of communication methods to ensure that where possible customer enquiries, donations and complaints are resolved at the first point of contact.

Interview date: 3 and 4 June 2024

Package

What we can offer you:

• Generous annual leave starting at 25 days plus bank holidays (pro-rata for part-time)
• A Cash Healthcare Plan (giving you up to £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments)
• Early finish Friday and flexible working as part of our approach to activity based working (not applicable to roles with fixed shift patterns)
• 2 Days TOIL in recognition of fixed shift patterns (pro-rata for part-time)
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life
• Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
• Very active social scene including sport teams, gardening and other activities
• Generous pension provision, life assurance and income protection insurance
• Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

Main Responsibilities

Supporter care advisors are responsible for being the first point of contact for supporters and members of the public dealing with a wide range of enquiries via phone, email, web chat, social media and letter. Advisors provide excellent customer service by putting the supporter at the heart of everything we do. Capturing data and feedback accurately after each contact is key to help us identify trends and new ways of working. They will also thank supporters for their generous donations by creating bespoke acknowledgements within agreed timeframes. We also provide a first line self-empowerment support service where advisors are expected to manage individual cases.

Ideal Candidate

Experience working in a contact centre is preferred. In addition, providing information both verbally and in writing to a high standard is key. The ideal candidate will be able to work with a high volume of enquiries and have the necessary computer skills (incl. Word, Excel and Outlook), with the ability and willingness to learn new procedures through training provided. You will also be expected to react and deal with change in a positive manner, whilst demonstrating an understanding of the emotional intelligence needed and active listening skills.

Would you like to join a team committed to empowering individuals facing challenges?

Are you an experienced and passionate individual who is looking for a chance to make a positive impact and contribution to a successful charity?

We are collaborating with a dedicated charity focused on empowering individuals with disabilities to recruit for a Supporter Care and Database Officer.

You will deliver excellent standards of supporter care and be the primary contact for charity supporter enquiries and maintain relational fundraising database (Raisers Edge)

About the Contract:

• Salary: £31,000 per annum
• Hours: Full-time
• Location: Based in Gateshead office

Benefits:

• Competitive salaries
• 'On-the-job' training
• Training for professional qualifications
• Pension scheme
• Flexible working
• Generous annual leave entitlements
• Season ticket loan
• The Employee Assistance Programme

About the role:

As the Supporter Care and Database Officer your responsibilities include (but not limited to)

• Handle supporter enquiries promptly and efficiently, ensuring adherence to service level agreements.
• Maintain high standards of supporter care through comprehensive documentation and periodic review of support processes.
• Aid in delivering personalised stewardship products to enhance supporter engagement.
• Ensure accuracy of supporter data and timely application of amendments.
• Manage Gift Aid declarations and record communication preferences in compliance with GDPR.
• Support implementation of operational plans to optimise fundraising and marketing activities.
• Provide reports on supporter giving to inform marketing decisions.

About you:

• Proven track record of delivering outstanding customer service, with the ability to manage and prioritise conflicting priorities effectively.
• Flexible approach to customer service, consistently exceeding expectations and going the extra mile.
• Familiarity and practical experience with Raiser's Edge, including proficiency in imports and queries.
• Sound working knowledge of MS Excel or MS Access software.
• Previous charity sector experience
• Experience in maintaining accurate databases with attention to detail.
• Strong IT skills and technical proficiency.
• Capacity to handle multiple projects simultaneously, with a focus on efficient workload management.

If this sounds like the role for you, then we would love to hear back. We are reviewing CVs as and when we are receiving them so, if you are keen to apply, then please do so today!

TPP are always keen to speak with candidates looking to work in the sector so if this role isn't quite right for you, please do check out our website and pop your CV over to us!

We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.

Supporter Donations Assistant

Fixed term contract – x2 positions available for 5 months from 1st August – 31st December 2024

Full time (34.5 hours) - we are open to a conversation about how you work these hours

Location - Split between home and our London Office : minimum 1-2 days per/week in the office - *training provided in London office

London: £24,500 - £27,500 per/annum

National (home-based): £21,528 - £24,000 per/annum

Looking to gain behind-the scenes, operational supporter care experience within a large and successful charity? Keen to contribute to the work of a busy, friendly, and high-performing team? We have the ideal role for you...

About the role

The Supporter Care department is looking for a Supporter Donations Assistant to join our Supporter Donations Processing team for our Peak Season – this role becomes available each year to help us with the influx of donations we have around our headline fundraisers including Coffee Morning, Go Sober and our Macmillan Ball.

You’ll be accurately processing high volumes of manual income from various payment methods, inputting donations from our supporters on our income allocation system, creating meaningful personalised thank you letters and cards. In addition, you will undertake a range of admin duties in general support of the smooth and effective operation of Supporter Donations as a whole.

You’ll be working across multiple systems – CRM, SMS (internal income system), Sharepoint, DotDigital, Raisers Edge, Microsoft Outlook & Office and be expected to use initiative to follow internal process maps and documents to independently complete your work. We’re always open to doing things better, so welcome a proactive approach to efficiencies that we can make in the team.

You may also be required to work with our two other teams within Supporter Donations – Donations Queries & Gift Aid to assist them in resolving queries from our supporters and helping to process and claim Gift Aid sponsorship forms.

You will liaise with stakeholders across the organisation including our Finance team, colleagues across Supporter Care, Relationship Fundraising Managers and product teams in order to accurately thank and process supporter donations received by Macmillan across all channels, process event registrations & donations and restrict income where required. You will be delivering recognisable, high quality Macmillan correspondence in line with Brand and Strategy guidelines and messaging.

Initial training is due to be delivered in the London office - arrangements to be discussed dependent on contractual location

We would love to hear from people who:

· Passionate about delivering high quality supporter correspondence in line with Macmillan’s brand and tone of voice

· Driven to meet and exceed targets and always meet deadlines

· Have excellent attention to detail and ability to deliver accurate work in a timely manner

· Happy working independently on repetitive tasks and can cope with high-volume data processing

· Are able to distinguish and deliver supporter and internal teams requests

· Able to pick up new technical systems and complex processes quickly

· Excited to work flexibly within a large, fast-paced team

Recruitment Process
Application deadline: 31st May

First interview dates: w/c 3rd June

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

Supporter Donations Assistant – Peak Cover Queries Team
x2 Fixed Term Contracts until end of Dec 2024 available
Full time (34.5 hours)  - we are open to a conversation about how you work these hours.
Location - Split between home and our London Office : minimum 1-2 days per/week in the office, or Home-based. *All training provided in London office so candidates must be willing to travel initially for training.
London: £24,500 - £27,500 per/annum 
National (home-based): £21,528 - £24,000 per/annum 

About us
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

About the role

Looking to gain operational customer care experience within a large and successful charity? Keen to contribute to the work of a busy, friendly, and high-performing team? We have the ideal role for you... 

About the role

The Supporter Donations Queries Team at Macmillan are looking for x2 Supporter Donations Assistants to play their part in helping Macmillan's supporters and stakeholders do whatever it takes for people living with cancer. We have two roles available within our Supporter Donations Queries Team. Whether you are a recent graduate looking to gain customer care experience within a large, complex, and successful charity or you are seasoned supporter/customer care or administrational professional looking to broaden your experience and are keen to contribute to the work of a busy, friendly, and high-performing team, or whether you are looking to change your career and have the skills needed to excel in a customer service role, we want to hear from you.

You’ll be processing high volumes of income and inputting donations on our income system, resolving queries from our supporters & internal stakeholders, sending personalised thank you letters and helping to process Gift Aid sponsorship forms. In addition, you will undertake a range of admin duties in general support of the smooth and effective operation supporter donations as a whole, here at Macmillan. 

You will liaise with stakeholders across the organisation including our Finance team, colleagues across Supporter Care, Relationship Fundraising Managers and product teams in order to accurately thank and process supporter donations received by Macmillan across all channels. Including processing online event registrations & donations, revalidating eligible Gift Aid, cleansing data and addressing all queries related to donations. You will be delivering recognisable, high quality Macmillan experiences in line with Brand and Strategy guidelines and messaging. 

Initial training is due to be delivered in the London office - arrangements to be discussed dependent on contractual location.

We would love to hear from people who: 

• Are target driven and who always meets deadlines 
• Have an eye for detail and investigation
• Are passionate about creating meaningful written correspondence in line with brand guidelines
• Have excellent verbal and written communication skills 
• Are happy working independently on repetitive tasks and can cope with high-volume data processing 
• Able to pick up new technical systems and complex processes quickly 
• Strive to offer unrivalled back-end customer service to supporters and internal teams
• Enjoy working in a large, fast-paced team 

In return, we offer a range of benefits including:

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days 
• Pension matched up to 7.5%
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment Process
Application deadline: 29th May 2024
First interview dates: 3rd June 2024

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.

This role will join a vibrant and ambitious fundraising team made up of; major giving, trusts and foundations, prospect research, individual giving, community, events, legacies, innovation and supporter experience. The team’s mission is to raise income for our three hospitals to enable them to continue their vital work. This role will make a huge difference in helping us do that. 

The post holder will manage our supporter panel, cultivating relationships with panel members. Working closely with the Supporter Experience and Journeys Manager this role will test new journeys, support implementation of new fundraising products and integrated campaigns, championing supporter needs and pain points, ensuring their valuable insights contribute to the enhancement of our supporter experiences and journey initiatives.
 

Key Responsibilities

Supporter Experience and journey best practices

• Identify and improve key pain points in existing supporter journeys; making recommendations for improvements that colleagues can implement and support them on how to measure and report back on those changes.  
• Support on measuring supporter satisfaction and testing outputs with supporters.
• Support fundraising colleagues to implement supporter journeys and stewardship programmes across the portfolio to maximise net income and retention of supporters.
• Lead the annual supporter experience and journeys audit, facilitating process discovery workshops to identify pain points and make recommendations on improvements to wider stakeholders and monitor the improvement progress. 
• Deliver process maps for all supporter journeys, ensuring they are monitored and kept up to date. 
• Review communications against supporter journey maps to ensure the supporters needs are met. 
• Help deliver the Supporter Experience and Journey strategy.
• Assist in piloting new stewardship journeys for supporters, ensuring that they feel valued and involved in the charity’s work.
• Collaborate with internal teams, including marketing, fundraising, communications, and program delivery, to ensure alignment and integration of supporter experience initiatives across the organization.

Data & Insight

• To work closely with our Supporter Experience and Journey Manager to gather insight with the data team to optimise current personas and identify new personas. 
• Manage a supporter feedback panel, recruiting new members and conducting user testing to assess the effectiveness of our journeys, experience, products, and integrated campaigns with them.
• Liaise with the fundraising, supporter care, digital and data teams to identify recurring supporter journey issues and make recommendations for improvements.
• Support on implementing our effectiveness evaluation approach to supporter experiences, journeys, and initiatives. Regularly reporting on key metrics and using findings to drive continuous improvement in collaboration with the digital and data team.
• Support on conducting research and analysis to gain insights into supporter behaviours, preferences, and pain points. Utilize data-driven insights to inform decision-making and enhance supporter journey initiatives.

Driving the adoption of supporter-first approach

• Develop and foster excellent working relationships to establish buy-in for a data-driven and supporter-first approach to fundraising across the charities and be prepared where necessary, with sound rationale, to recommend solutions that meet supporter needs, strategic objectives, and journey best practises.
• Help to drive a culture of continuous improvement by identifying opportunities for innovation and optimization within the supporter journey. Implement feedback loops and mechanisms for ongoing refinement of supporter experience strategies.
• When necessary, work with stakeholders to understand detailed operational processes and identify opportunities for a supporter-first approach to help fulfil their requirements. 
• Keep up to date with supporter-centric industry trends, techniques, and best practices related to supporter experience and supporter journeys and share learnings with stakeholders.

Work environment

• The post holder should expect to:
• Work in a hybrid hot desk environment, generally working 2 days a week in the London office and three from home. 
• Be responsible for the input and maintenance of databases and files relevant to the post requirements.
• Will occasionally be required to attend events in the evening and at weekends.

Skills, Knowledge and Expertise

• Experience of developing best in class user journeys and experiences in the commercial or non-for-profit sector.
• Experience leading complex cross channel journeys or communication plans from start to finish. 
• Experience of facilitating or supporting on user research activities including focus groups, surveys, and user testing. 
• Experience in reporting, evaluating, and testing. 
• Experience of facilitating workshops both virtually and in person. 
• Ability to interpret complex requirements and user needs and make recommendations of implementable solutions.
• Proven understanding of how best to use data insight and analysis to make decisions and inform actionable plans.  
• Knowledge of a Fundraising Database (e.g. Raiser’s Edge or Salesforce)  
• Knowledge of analytic tools (e.g., data dashboards). 
• Knowledge and demonstrable experience of adhering to GDPR and PECR laws and codes of conduct.  
• Understanding of NHS Charities or healthcare fundraising.  
• Excellent interpersonal skills and negotiation skills with the ability to motivate and influence people.  
• Ability to work as part of team and also to use own initiative.  
• Willingness to work had and attend, where necessary commitments outside normal office hours.

We have an exciting opportunity for a Supporter Relations Officer to join our team, based at one of our 21 rehoming centres.

The role of the Supporter Relations Officer (SRO) is to promote the work of Dogs Trust to key audience groups in their catchment area and to support them accordingly. They provide a vital link to the community, stewarding supporters wherever they may be on their Dogs Trust journey. This is done by handling local supporter legacy and Canine Care Card enquiries, as well as in memory donations.

The SRO spends time in the community, visiting local businesses and people, as well as organising community talks to relevant audience groups. They organise supporter events and tours at the rehoming centres throughout the year and are also part of the team organising and attending events with the Dogs Trust Village.

As the role is primarily customer-facing, the SRO is based at the rehoming centre. However, they spend a portion of their time in local communities. This role also involves frequent travel, both locally and across the UK, including some overnight stays, as well as weekend and evening work. A full UK manual driving licence is essential.

The successful candidate will have experience in a public facing role and a passion and commitment to the work and aims of Dogs Trust. They 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.