We are looking for someone who is outgoing and enthusiastic to join our Supporter Care team, who will carry out essential supporter engagement and administrative activities associated with marketing campaigns, donations, fundraising events and requests for materials. With previous experience of providing excellent customer service, you will have the ability and confidence to communicate with a variety of people, engaging with supporters by phone, email and in writing about a wide range of enquiries.
The Supporter Care team at Alzheimer’s Research UK is often the first point of contact in the charity for supporters, potential donors and members of the public. The Supporter Care Administrator works alongside five other team Administrators handling supporter enquiries, processing donations, and thanking supporters to ensure an excellent standard of customer care and to generate the maximum amount of income for dementia research. This role reports to the Senior Supporter Care Officer (SSCO) and ensures that the team successfully deliver an efficient and a first-class supporter experience for the charity.
This is a 12-month fixed term contract, or on return of the substantive post holder, due to a secondment. This role will you to be in the office 2-3 days per week depending on business needs.
Main duties and responsibilities of the role:
Supporter engagement
· Answering inbound telephone calls; responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials.
· Managing email enquiries, either by responding or forwarding as necessary.
· Responding to written enquiries received in the post.
· Making outbound telephone calls in order to increase the value of, or to retain supporters; including thanking, obtaining Gift Aid declarations and reactivating lapsed donors.
· Recording feedback received by the charity and assisting in the resolution of complaints.
· Champion high quality supporter care, ensuring that all supporters and members of the public have an excellent experience when contacting the charity.
Donation processing, database and general administration
· Processing donations from telephone calls and mailings, acknowledging supporters appropriately.
· In Memoriam giving; sending out materials, processing donations and sending appropriate acknowledgements to donors, Funeral Directors, and the Next of Kin.
· Regular giving; processing new Direct Debit instructions and Standing Order payments, amending and cancelling gifts as necessary.
· Processing and thanking donations relating to regional fundraising and sporting events.
· Ensuring the integrity of the database (currently Salesforce), by amending supporter details as necessary.
· Opening and batching incoming post.
· Updating team procedures as required.
· Archiving, scanning and filing documents.
What we are looking for:
· Experience of working in a customer facing role.
· Experience of handling queries and complaints.
· Confidence working with computers – good knowledge of Word, Excel, Outlook and CRM databases.
· Excellent written and spoken communication skills.
· Engaging and professional telephone manner.
· Ability to work with a high level of accuracy and attention to detail.
· Good organisational skills and the ability to prioritise workload.
· Professional and hard-working team player.
· Outgoing, enthusiastic and able to remain calm under pressure.
Additional Information:
Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.
Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals. This includes when attending the office for various meetings/events.
Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.
Salary: Circa £22,000 per annum, plus benefits
Please download the Vacancy Pack for more information.
The closing date for applications is the 19th May 2024 with interviews likely to be held week commencing the 27th May 2024. We would encourage you to submit your application at the earliest opportunity as the closing date may be brought forward at any time. Please indicate in your covering letter if you are unable to attend an interview on a certain date.
We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented. Any offer of employment is however subject to you having the right to work in the UK.
As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, your CV will be anonymised as part of the selection process. Should you need any adjustments at either the application or interview stage, then please do contact us via our website.
How to apply:
Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.
About Alzheimer’s Research UK:
Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope.
There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure.
In 2022, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises ‘World Class’ levels of workplace engagement and were also listed in the prestigious Best Companies lists:
• 48th in the 100 Best Large Companies to Work For in the UK.
• 19th in the 100 Best Companies to Work For in the East of England.
• 3rd in the 50 Best Companies to Work For in the Charity Sector.
In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.
In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.
In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge.
ARUK really does look after its people, where you will be able to add value and make a difference.
To view further details about working for us and the benefits we offer, please visit Alzheimer’s Research UK
The client requests no contact from agencies or media sales.
About us:
Action for M.E. is the only charity in the UK providing direct support including healthcare to children and adults with M.E.. We provide vital support services, campaign for change and invest in ground-breaking research to help put an end to the ignorance, injustice and neglect experienced by people with M.E.
Opportunity:
Having been paused to new referrals, Action for M.E.’s free, independent, Adults Advocacy service will soon be re-opening. It’s one of our range of free Support Services that work with adults, young people, and/or families living with M.E. We support colleagues across the team to take part in and share reflective practice, self-care, peer-support and training.
Our Adults Advocacy service offers non-statutory, single-issue, instructed advocacy for adults with a confirmed diagnosis of M.E. We encourage self-advocacy where possible, though many of our clients are too severely affected by M.E. to be able to take undertake this.
As an Adults Advocate, you will manage a caseload of clients, as well as inputting and contributing to the triage process along with your Advocacy colleagues. You will meet with clients by phone, email, Zoom and/or SMS; we can also facilitate communication by post if this is required. We are not able to offer home visits or face to face meetings.
What we can offer you:
We offer fully remote and flexible working with generous annual leave (30 days plus bank holidays, pro rata). The wellbeing of our staff is important to us, we offer a range of benefits to employees including (but not limited to) access to free counselling and voluntary wellbeing weekday sessions, examples of recent sessions include guided group meditations and a book club.
To view the full job description, download the job pack, and apply for this role, please visit our Recruitee site (please note that we only accept applications via Recruitee; any application sent directly to an Action for M.E. mailbox will not be considered).
Should you have any questions about the role, or require any reasonable adjustments to the recruitment process, please don’t hesitate to contact our recruitment team, details of how to do this are contained in the application pack, "how to apply" section.
The client requests no contact from agencies or media sales.
About us:
The Humane League UK is a charity ending the abuse of animals raised for food by influencing the policies of the world's biggest companies, demanding legislation, and empowering others to take action.
We're a mission-driven, energetic team focused on problem-solving and effective teamwork, and have grown significantly over the last few years.
Thanks to our effectiveness, The Humane League has been named Top Charity by the independent evaluator Animal Charity Evaluators for every rating period since 2012.
THL UK is an equal-opportunity employer. We are committed to furthering equity and inclusion, and we value diversity. We seek people from a wide range of backgrounds who will bring a fresh perspective to the team, not just because it is the right thing to do, but because it makes us stronger.
We make employment decisions by matching our organisational needs with the skills and experience of candidates, irrespective of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability, neurodiversity, age, or veteran status.
We are proud to be a Disability Confident Committed Employer, demonstrating our commitment to recruiting, retaining, and supporting disabled people and people with health conditions, based on their skills and talent.
You can read more about how The Humane League UK is working on Diversity, Equity, and Inclusion on our website.
If you have any questions or concerns regarding accessibility, please contact us via our website and we will be happy to discuss, via email or telephone, reasonable adjustments that you may require throughout the process.
The position:
We are seeking a creative, collaborative and effective fundraiser to drive long-lasting improvements for millions of farmed animals.
This is an exciting time to join a growing organisation, with ambitious plans to become more self-sufficient and financially stable for the long-term. You can be part of our Development Team helping to make this happen.
You’ll manage a portfolio of donors, have the opportunity to develop new relationships and shape our income now, and for the future.
By raising valuable funds and securing major gifts from high net worth individuals, you can make sure that our work continues to have long-lasting impacts - ending cages for egg-laying hens, convincing corporates to commit to improving chicken welfare in their supply chains, challenging the Government over the use of fast-growing breeds of chicken, and working to secure the first legislation to protect farmed fishes.
Through your work you will also have the opportunity to educate and inform our supporters, connecting them to our cause and creating greater awareness about the suffering of farmed animals.
We will be holding a webinar on Thursday 16th May at 7pm BST for you to find out more about the role and to ask any questions you may have. The webinar will be hosted by Gavin Chappell-Bates, Head of Development and Klara Schmidt, Digital Fundraiser. If you’re interested, please register via the link on our website which can be found by following the Apply via website button.
A recording of the webinar will be available within 48 hours after the end of the event.
Hours:
This is a full time position of 37.5 hours per week over Monday to Friday.
From 1st July 2024 we are piloting a four day working week across the whole of the UK organisation. This pilot is planned to run for 12 months, at which point a decision will be made by our Board of Trustees as to whether this will become permanent. Success of the trial relies on the organisation being able to achieve the same or improved level of impact in four working days as five, with staff experiencing either the same or improved levels of wellbeing.
During the four day week pilot, working hours for this position will be reduced to 30 hours per week, spanning Monday to Thursday, with no reduction in salary. This will be a temporary change to the contractual terms with the successful candidate. The appointed person must be prepared to increase their working hours to 37.5 hours per week if a return to a five-day working week is decided.
Who you are:
We are looking for someone who can, through compelling and inspiring writing and communication, engage donors and potential funders in a variety of different formats, whether that’s email updates, thanking them for their support, or drafting a funding proposal. Ultimately, you will need to be able to bring them closer to our work, so that they can understand their individual contribution and the impact their donations can have, and are more likely to take action as a result.
You will also need to be able to build strong relationships, with the ability to understand the motivations of our donors, demonstrate the impact of our work, spot opportunities to engage them, and ask for their financial support at the right time.
Many of our donors come from the Effective Altruism (EA) community, so having an understanding of this community and how to engage it will be helpful. You will help to grow our supporters within the space, raising our profile and spotting opportunities to develop relationships with prospective new donors and funders.
Home-based, you will enjoy collaborating and working independently. As a self-starter, you are able to work autonomously and use your initiative to solve problems and see projects through from start-to-end. You’ll thrive on a varied and interesting mix of tasks and projects.
You’ll keep good records and understand the importance of clean and up to date supporter and donation data in creating efficient systems and processes.
We foster an environment of feedback, development and learning at THL UK. You’ll be someone that values receiving feedback, is able to assess your own performance, and has a desire to want to learn, develop and improve as an individual.
Prior experience of major donor fundraising is beneficial, whilst knowledge and understanding of trusts and grants fundraising would also be helpful. However, we are also keen to hear from you if you have relevant transferable skills and are looking to transition into this exciting area.
We’re looking for the right person, committed to the work we do at THL UK, with values that align with our own, and with the right skills and attitude - an exceptional and confident relationship builder and strong communicator.
We will provide relevant learning and development opportunities, tailored to your experience and personal needs, which could include in-house training, external training and fundraising events and conferences.
Be part of our mission to end the abuse of animals raised for food.
Primary Duties:
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Thanking and stewarding some of our key major donors - acting as a direct point of contact for their queries and questions, keeping them updated with our work, thanking them for their support and donations, building strong, long-term relationships, and developing them as prospects or donors to elicit further gifts, through regular email, telephone and face-to-face contact, thank you cards, networking, written updates, online and face-to-face meetings, and other feedback as appropriate.
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Creating and submitting funding asks to secure funding and achieve your own fundraising targets and those of the wider organisation, with a focus on securing multi-year funding. This will include creating cases for support and funding briefs for specific projects, working with the Programs Team to pull together all relevant information, as well as completing bespoke funding proposals. You will also need to be able to identify opportunities, know when is the right time to make an ask and what type of ask it should be, whether a one-off gift, multi-year funding, unrestricted or for a specific project, or match funding to help leverage a specific campaign or appeal.
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Coordinating our funding pipeline - managing and monitoring what stages our major givers are at in their cultivation journey, tracking details of funding applications/asks made, managing deadlines for applications and monitoring reports, tracking and reconciling donations and providing receipts, securing relevant funding agreements, and capturing the motivations, giving history and details of interactions of our donors.
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Leading on the development of our quarterly newsletter - a document designed as a key engagement tool specifically for our major gifts audience, to keep them up to date on our latest news, victories and forthcoming plans.
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Mapping out and developing our major donor programme for the next twelve months and beyond - planning a calendar of content and touch points to further cultivate and steward our key donors, such as exclusive webinars, networking meet-ups or larger fundraising events.
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Coordinating the major donor version of our annual supporter survey - collaborating with colleagues to align this to our general supporter survey, targeting questions with a major donor audience in mind, collating and analysing responses, and using them to inform and develop our major donor programme.
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Hosting donors at events - inviting them to protests and other events, such as our legal challenge against the use of Frankenchickens, and making sure they are well looked after.
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Prospect research - identifying, researching and assessing potential new major gifts prospects, and then developing cultivation plans for further engagement.
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Supporting the Head of Development with our trust and grant fundraising. This could include collaborating with consultants to complete prospect research and applications, creating and submitting low-level funding bids, and working with colleagues from across the organisation, to coordinate the submission of monitoring reports for our funders.
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Helping drive understanding of and engagement with fundraising across the organisation, with staff, volunteers and trustees - giving presentations, leading workshops with other departments, engaging staff, volunteers and trustees in the thanking process (i.e. getting them to send thank you cards to donors), and regularly updating the wider team on fundraising progress.
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Supporting other fundraising campaigns and initiatives, such as our end of year appeal, working with your colleagues in the Development Team to help find match funders from our pool of our major givers.
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Attending relevant events and conferences, to meet and cultivate prospective new funders and steward existing donors, develop learning and understanding, network with your fundraising peers, keep up to date with the fundraising sector and look for opportunities to raise our profile amongst funders and donors within the EA community.
In addition:
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Participating in team meetings including note-taking and facilitation.
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Attending in-person team workshops several times a year.
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Helping us make THL UK an inclusive workplace where employees and supporters are proud to be members of the movement.
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Demonstrating commitment to creating a stronger and more effective animal protection movement through inclusion and belonging, recognising the need for all of us to do better for social justice on a personal and organisational level.
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Helping us galvanise further support by lending your organisational skills to fundraising events and supporting our Managing Director and Head of Development by planning meetings and events.
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Performing any other duties assigned by the Head of Development.
For full details of the role, including the key competencies we see as the the most important requirements for being successful in this position, please visit our website by following the 'Apply via Website' button.
Good to know:
You will have access to:
- A fully remote work environment and team (all equipment is provided)
- A 4 day working week (note: this is a year long pilot until July 2025 when its continuation will be assessed)
- A pro rata share of 25 days leave plus Public Holidays (reduced proportionately during four day week trial)
- Flexible working hours
- A workplace pension
- An annual learning and development budget
- Support for mental and physical wellbeing
- £25 per month reimbursement towards home working costs
At The Humane League UK, animal welfare is at the forefront of our everyday work and as such, many of our employees are vegan by personal choice. All of our events and workshops offer only plant-based meals. We welcome all mission-aligned candidates to apply, no matter where you are in your journey to end the abuse of animals raised for food.
We are looking to speak to a wide range of candidates with diverse backgrounds - #NonGraduatesWelcome
Our employees all work remotely but still enjoy a supportive, collaborative environment.
For our salaries to be fair, transparent and equitable we want to provide a system that delivers a competitive salary in the market and could eliminate potential biases in compensation (such as the gender pay gap). For more information about the Major Gifts Fundraiser salary please the attached document.
All applicants need to be:
- Fluent in written and spoken English.
- Live and have the right to work in the UK (we are unable to consider applications from those without the right to work in the UK).
- Committed to our mission to end the abuse of animals raised for food.
The Process:
All applicants will be contacted within one week of the closing date to let you know if you have been successful in reaching the next stage.
Our full interview process comprises of the following stages:
- A skills test to give us an opportunity to see your skills in action (completed remotely).
- Join an online interview (via video call) so we can learn more about each other.
- Final Interview (via video call as above)
For full details of our recruitment process please see the attached document.
The client requests no contact from agencies or media sales.