Maggie Keswick Jencks Cancer Caring Centres Trust
Job Description
JOB TITLE: Supporter Care Assistant
REPORTS TO: Supporter Care Manager
PROFESSIONAL SUPERVISION: n/a
RESPONSIBLE FOR: n/a
LIAISES WITH: All teams and volunteers as required plus external suppliers when required.
PAY BAND: 4
BASE: Maggie’s Glasgow Office.
Some UK travel will be required.
2. JOB SUMMARY
The post holder will provide Maggie’s supporters and volunteers with excellent and sector leading supporter care which builds supporter loyalty and contributes to the delivery of innovative and high-quality communications to supporters in order to maximise the lifetime value of supporters and volunteers.
The fundraising and finance teams are reliant on the accurate and timely banking and recording of income to help with budgets and forecasting which a key function of this role.
The role is essential to the fundraising teams ability to monitor and meet fundraising targets whilst ensuring that all opportunities to enhance supporter relationships and increase donor retention are maximised. However it also includes working with all teams at Maggie’s and external suppliers.
The post holder will have exceptional communication skills, especially when handling a wide range of enquiries by post, email, telephone and online, as well as a being warm, informative, polite and professional.
Key to a running a consistent supporter care service is for team members to ‘step-in’ for other colleagues when required, particularly during busy periods or staff absence and annual leave.
The post holder will establish strong collaborative working relationships both internally and externally. Internally the post holder will be working with colleagues at all levels.
3. ORGANISATIONAL POSITION
The role will be reporting to the Supporter Care Manager within the Data and Operations team as part of the Operations department.
4. KEY RESULT AREAS
KRA 1. Primary job requirements:
1. To deliver excellent supporter care in line with Maggie’s Supporter Care Policy to
Maggies donors, volunteers and prospective supporters through effective
communication, the efficient administration of donations and event registrations and
by maintaining accurate database records.
2. To manage and respond to a wide range of enquiries, including complaints from supporters, volunteers, centre users and the general public as well as internal stakeholders.
3. To remain professional and helpful at all times in order to develop and sustain supporter relationships whilst adding value to the supporters experience in order to build supporter loyalty and maximize the lifetime value of supporters.
4. Ensure that all opportunities to enhance supporter relationships and increase supporter retention are maximized within the Supporter Care Team.
5. To provide excellent support care to individuals and organisations fundraising for Maggie's, staff and volunteers, utilising telephone, letters, email, and social media as appropriate.
6. To be able to judge the appropriate style, tone and level of content for supporter communications.
7. To undertake outbound communications to supporters such as welcome calls, remittance letters and in line with Maggie’s stewardship plan.
8. To deliver the exceptional handling and resolution of supporter complaints. To record complaints in the supporter database and in line with Maggie’s Complaints Policy and the requirements for FRSB (Fundraising Standards Board).
9. To sensitively handle, and refer on where appropriate, communications from potential centre users.
10. To assist members of all teams at Maggie’s with activities as agreed with the Supporter Care Manager.
11. The post holder will occasionally be expected to assist with fundraising events which may be outside office hours.
12. To deliver plans to deadlines agreed by the Supporter Care Manager and/or Head of Data and Operations.
13. To look for new and innovative ways that the Supporter Care Team can contribute to the overall fundraising targets and objectives.
14. Ensure that all filing and paperwork storage is maintained to the highest standards and is in line with Maggie’s retention policy.
15. In line with Maggie's Supporter Care Policy and agreed Service Level Agreement(s), ensure all donations are acknowledged via email, letter and telephone appropriately and that requests to gift aid those donations are included where appropriate and all documents including any supporter hand written notes are scanned onto the appropriate database record.
16. To work closely with colleagues across Maggie’s to ensure that all work requests for supporter care, both internal and from third parties are actioned in a timely and appropriate manner and that all deadlines and SLA’s are met. Recording work requests, time and categorisation and adding any ongoing updates for staff to monitor and view as per the process guidelines.
17. To work with the Supporter Care Manager in order to identify new and innovative ways that the Supporter Care Team can contribute to the overall fundraising teams targets and objects and/or other team objectives.
18. To welcome change and suggest improvements to streamline processes to be more efficient, cost and time effective, whilst delivering an excellent level of supporter care.
KRA 2. Finance, Policy and Programme Development:
1. Ensure accurate banking and recording of all donations to Maggie's, including compliance with (i) Maggie's Financial Procedures; (ii) Data Protection & HMRC Gift Aid legislation; (iii) accurate recording of supporter details on the database; (iv) and correct coding to ensure accurate allocation of funds to the appropriate fundraising stream –including monies received directly to the bank and through third party suppliers (e.g. JustGiving).
2. Liaise with Maggie's Finance Department to ensure that accurate financial records are maintained & financial best practices are adhered to.
3. Prepare manual Gift Aid claims and ensure that all gift aid documentation is kept centrally and in good and appropriate order and that supporters records are credited and flagged appropriately.
4. To comply with Maggie’s Policies and Procedures as required in the efficient conduct of the duties of the post.
5. To adhere with guidance from the Supporter Care Manager and/or Head of Data and Operations to all regulatory and best practice requirements as defined by the Institute of Fundraising (IoF); Information Commissions Office (ICO); Fundraising Standards Body (FRSB); Direct Marketing Association (DMA) and Her Majesty’s Revenue and Customs (HMRC) any other regulatory body Maggie’s feels appropriate to take guidance from.
KRA 3. Research and Development Activity (Human Resources):
1. To utilise volunteers in order to deliver agreed tasks and projects under the guidance of the Supporter Care Manager.
KRA 4. Administration and Information Technology
1. To utilise Information Technology appropriately to deliver organisational objectives.
2. To utilise all functionalities of the database to manage and accurately record supporters details – to include new record creation, updating information on an ongoing basis, recording financial transactions & supporter mailing preferences, and periodic data cleansing.
3. To promote consistent and efficient use of the database.
KRA 5. Other
1. The post holder will be expected to perform to best standards in fundraising practice and in accordance with Maggie’s own fundraising and programme policies and procedures.
2. Conditions of employment are in accordance with contract of employment, Maggie’s policies and procedures and other conditions as described in Maggie’s staff handbook.
3. To cover other supporter care team roles/tasks during busy periods, absence or annual leave of other staff.
4. Occasionally be available for out-of-office work and/or UK travel.
Person specification: Support Care Assistant
Training and qualifications / Educated to Higher/A-Level
standard. / Educated to degree level / CV, references and
Certificates.
Experience / A minimum of 1 years experience of direct customer / supporter care. A minimum of 1 years experience of data input and general use of databases.
Experience working to high levels of accuracy & with attention to detail.
Experience working to, and delivering, targets & KPI’s.
Experience working to tight and shifting deadlines. / Using databases within a fundraising environment.
Providing admin support in a fundraising environment.
Managing donor relations through direct communications.
Experience in the not for profit / charity sector. / CV, interview and references.
Knowledge and Skills / Excellent communication skills, both verbal and written in a changing and fast paced environment.
Excellent judgment skills in the appropriate style and tone of reactive and bespoke supporter communications.
Strong relationship building skills including the ability to develop and maintain key relationships quickly.
Demonstrable competence in adhering to and developing procedures and processes in order to drive efficiency and the best possible supporter experience.
Excellent planning organisational and time
management skills with a proven ability to plan, prioritise and deliver to shifting timescales.
Excellent time management skills and proven ability to work under minimal supervision.
Good standard of numeracy.
A good understanding of data protection legislation and how to record supporter preferences.
Possess excellent administrative skills and be IT literate, including the ability to use Outlook, Word & Excel. / A good working knowledge and understanding of the Gift Aid scheme, CAF, Just Giving and other types of
online fundraising platforms. / CV, references interview an selection procedure
Personal / Proven ability to be warm, informative, polite and professional and to relate to people at all levels.
Enthusiastic, motivated and committed.
Self-starter & able to act on own initiative when necessary. / Identify with the aims of Maggie’s. / CV, interview and exercises.