Job Description: Supporter Care Officer

Reports to: / Supporter Care Manager
Location: / Second Floor, 356 Holloway Road, London, N7 6PA
Salary: / £23-26,000
Staff Benefits: / 33 days’ annual leave, contributory pension
Hours: / 37.5 hours a week, Monday to Friday
Contract: / Full time, permanent

Dementia UK

Dementia UK provides specialist dementia support for families through our Admiral Nurse Service.

Dementia UK provides specialist support for families through our Admiral Nurse Service. When things get challenging or difficult for people with dementia and their families, our nurses work alongside people with dementia and their families: giving them the one-to-one support, expert guidance and practical solutions people need. The unique dementia expertise and experience an Admiral Nurse brings is a lifeline – it helps everyone in the family to live more positively with dementia in the present, and to face the challenges of tomorrow with more confidence and less fear.

Supporter Care Officer

This role will involve working as a key team member of a busy Supporter Care Team, ensuring that supporters receive the highest standard of customer service and that all fundraising income is processed and thanked in a timely manner.Working within the Supporter Care Team, the Supporter Care Officer will be responsible for the following areas:

Supporter Relationships:

-Be the first point of contact for existing supporters and new donors who respond to our fundraising activities by the phone or by email, delivering outstanding supporter care.

-Work in partnership with other areas of Fundraising & Communications to maximise the total lifetime fundraising potential of supporters, and awareness opportunities, for Dementia UK.

Income Processing / Database Management:

-Be responsible for accurately processing donations across a range of income streams.

-Input and maintain accurate donor records on the fundraising database, Raisers Edge, in a timely manner and produce fundraising reports as required.

-Produce and send out letters of acknowledgement to supporters, personalising these communications appropriately.

-Manage Gift Aid on supporter records. This will include setting up new declarations, ending and cancelling declarations and sending out notifications to supporters

-Work with the finance team to reconcile income received.

Team Work:

-Have an active involvement in relevant internal and external meetings.

-To be aware at all times of the roles and responsibilities of all staff in the department in order to direct calls and enquiries correctly.

-Complete any other duties and responsibilities as requested, commensurate with this role, and to work at all times in compliance with the Fundraising Regulator’s Code of Fundraising Practice and Dementia UK policy

-To ensure that equality policies and practices are fully integrated into all aspects of the work.

-To participate in supervision, work planning and training as required.

Compliance:

-To ensure data is managed to appropriate standards of Data Protection, in line with training provided.

-To be aware of and consistently applying organisational policies and procedures.

Staff Benefits

-Annual Leave: All staff are entitled to 33 days per year, plus bank holidays.

-Personal Development: continued Learning and Development for all staff.

-Cycle to work scheme.

-Pension scheme: auto-enrolment with employee contribution.

-Season ticket loan upon completion of probationary period.

Our location

Our officers are located at

Second Floor

356 Holloway Road

London

N7 6PA

PersonSpecification

Job Title: Supporter Care Officer

This person specification sets out the essential qualities we are seeking for this post. Please ensure that your application demonstrates how you meet these criteria. It may include voluntary, unpaid and paid work.

Criteria
Essential / Desirable
  • Excellent communication skills, both oral and written.
  • Excellent attention to detail and numeracy skills.
  • High computer literacy with comprehensive knowledge of Microsoft Office applications, especially Word, Excel and Outlook.
  • Experience of Fundraising databases
  • Excellent interpersonal and donor care skills.
  • Experience of office administration systems.
  • Able to prioritise and organise own workload able to adapt to changing demands in a busy environment.
  • Ability to work effectively as part of a small team and to take initiative when appropriate.
  • Experience of working in fundraising or a charitable organisation.
  • Experience of delivering high quality supporter/ customer care
  • A commitment to Dementia UK’s purpose and values
  • Good understanding of Gift Aid procedures.
  • Raiser’s Edge experience
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