Supporter Care Officer - Charity Fundraising / Marketing
Job Market - Charity / Not-for-Profit
Jo Location - London
Supporter Care Officer - About the role
As an experienced supporter care specialist, you will lead on the development of our supporter care practices and form the front line of the organisation’s supporter and customer care.
You will enjoy dealing with a wide and diverse range of people on the phone and you will have excellent administrative skills gained in a customer or supporter-facing environment, including the ability to deal with complex enquiries submitted by telephone, email, social media and post.
As an accomplished communicator your thorough response handling and excellent supporter care will guarantee an efficiently managed supporter and customer care journeys.
You will ensure that the organisation’s supporter records, general systems and processes are efficiently maintained.
Your flexibility, energy and professionalism will place you at the heart of the team making you
a vital component in the organisation’s continuing success.
Supporter Care Officer - Key responsibilities
First point of contact for existing and new supporters by providing a professional supporter and customer care service ensuring that all telephone, email, social media and postal donations, information requests, queries or complaints are answered, processed, fulfilled and published appropriately, accurately, and promptly.
Handle and process a range of payments, including cash, cheques, credit/debit cards and Direct Debits. Maintain database integrity.
Carry out tasks related to donation processing and reconciliation.
Ensuring CRM database details are kept up to date.
Maintain best practice surrounding supporter and customer care, and to ensure compliance with relevant legislation such as GDPR/Data Protection Act, Gift Aid legislation and Fundraising Regulator guidelines as well as internal policies and procedures, as appropriate.
Provide efficient administration, being responsible for circulation of incoming post and
the dispatch of outbound mail; and take responsibility for the development &
Actively maintain an understanding of different projects (campaigns, fundraising etc), to ensure the best quality of supporter care is given. Where needed, attend project planning meetings, to determine best how to fulfil supporter responses, briefing external agencies when needed.
Support the development of engaging supporter care journeys and stewardship plans with the Development Manager, including creating written copy for supporter communications.
Supporter Care Officer - Key requirements
Training in a related field such as Fundraising, Marketing, Customer Service or other relevant qualifications.
Experience of managing supporter and customer care activities, including handling of complaints and queries on a wide range of often complex subjects.
Experience of supporting the delivery of multi- channel fundraising and communication activities including copywriting.
Excellent interpersonal skills including the ability to build and maintain strong relationships with colleagues, supporters, customers, visitors and suppliers.
Excellent written communication skills across a broad range of media and styles, and channels. Ideally experience of writing copy for supporters and fundraising.
Ability to carry out comprehensive online research and summarise findings for colleagues clearly and concisely.
Good working knowledge of Microsoft Office packages including Outlook, Excel, Word, and PowerPoint, and CRM Database systems.
Excellent organisational skills including an ability to prioritise and manage multiple tasks and meet SLAs.
Ability to maintain high levels of accuracy with clear attention to detail at all times.
Strong commitment to team working, and an ability to build strong, mutually beneficial relationships with colleagues across the whole organisation, including at a senior level.
Familiarity with using Fundraising databases
Familiarity with the charitable and not-for-profit sector.