Supporter Care Officer

Job Title: Supporter Care Officer

Line Manager: Individual Giving Manager

Location: London

Contract: Hybrid (2 days per week in office) 2-3 months temp contract with opportunity to go permanent.

Salary: 31,500

Purpose of the Role

As the primary point of contact for supporters, potential donors, and the public, the Supporter Care Officer manages a wide range of enquiries related to fundraising, donations, and the organisation. This role requires confidence in handling telephone enquiries, ensuring all interactions are professional, efficient, and personalised to maintain strong supporter engagement. Additionally, the Supporter Care Officer plays a vital role in donor stewardship, ensuring accurate data management and providing essential support for fundraising initiatives.

Key Responsibilities:

Supporter Engagement and Enquiry Management

• Respond promptly and effectively to supporter and public enquiries through phone, email, post, and social media, ensuring personalised and professional communication.
• Take full ownership of interactions, resolving queries efficiently while providing accurate and engaging information about the membership body.
• Maintain accurate records of supporter communications in the Access CRM database.
• Process and acknowledge donations, including setting up Direct Debits and sending thank-you correspondence via letters, emails, and cards.
• Actively engage with supporters on social media, determining and responding to comments and direct messages to foster engagement.

Data and Database Management

• Ensure supporter records are updated accurately and in a timely manner within Access CRM.
• Maintain compliance with data protection regulations and policies when handling supporter data.
• Track and analyse supporter engagement, providing insights to improve communication strategies.

Support for Fundraising Campaigns and Appeals

• Assist the Central Fundraising Lead in the execution and evaluation of Individual Giving appeals and campaigns.
• Source relevant content, including images and case studies, from the Content Hub to support fundraising communications.
• Provide reporting on appeal performance and supporter engagement to enhance future campaign effectiveness.

Legacies

• Online promotion of our Farewills and Much Loved programmes

Process Improvement and Efficiency

• Proactively identify areas for improvement within supporter care processes and recommend enhancements to ensure high-quality engagement and operational efficiency.
• Develop and maintain key supporter engagement resources, including correspondence templates and process documentation.

Financial Processing and Compliance

• Process credit card payments securely and maintain financial records in compliance with policies.
• Ensure all donation processing and banking tasks are completed accurately and efficiently.
• Maximise opportunities to increase income by promoting initiatives such as Gift Aid and ensuring accurate record-keeping.

Additional Responsibilities

• Maintain awareness of key initiatives and campaigns to provide informed responses to supporter enquiries.
• Ensure compliance with Service Level Agreements (SLAs) for enquiry resolution.
• Collaborate with internal teams and external agencies to enhance supporter care initiatives.
• Carry out additional administrative tasks and contribute to special projects as required.

Person Specification

Essential Skills and Experience

• Experience in customer service, supporter care, or fundraising within a charity or non-profit organisation.
• Strong communication skills, both written and verbal, with the ability to engage supporters effectively.
• Proficiency in using CRM systems (preferably Access CRM) for data entry and reporting.
• Ability to work independently and collaboratively within a team.
• Excellent organisational and problem-solving skills.
• Knowledge of data protection regulations and best practices in supporter engagement.

Desirable Skills and Experience

• Experience in digital engagement and social media communications.
• Understanding of Individual Giving fundraising strategies and donor stewardship.
• Familiarity with donation platforms such as iRaiser.

Please email (url removed) with your CV attached if you are interested and meet the key requirements of this role.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.