Supporter DonationsManager, Supporter Services

CAFOD mission: to promote human development and social justice in witness to Christian Faith and gospel values.

JOB DESCRIPTION

Job purpose:The post holder is responsible forthe line management of the staff in the team and the leadership of the Donations Processing programme, including Gift Aid administration. In addition, the post holder will work closely with the Head of Section and the other Team Leaders and has joint responsibility for building and consolidating an effective supporter care service for CAFOD, ensuring that staff work together effectively as a team and that their skills are fully developed. The post holder will also ensure that donation processing tasks are undertaken effectively by external service providers appointed by Supporter Services, and that service standards are consistent regardless of the location where the work is undertaken.

Job scope:The post is responsible for single gifts, regular giving administration, and for ensuring that related tax efficient giving is administered accurately and within set schedules for claiming Gift Aid. Supporter donations are regularly received by post, via the internet, and by telephone. Donation processing is undertaken both in-house, and at the sites of external service providers. The role is responsible for donation processing activities undertaken at all sites. The post holder works closely colleagues in Direct Marketing; Finance; IT; and Supporter Services.

Accountability: The role reports to the Head of Supporter Services.

KEY RESPONSIBILITIES

The key responsibilities for this job are to:

  • Providing day-to-day line management for the staff in the Supporter Donations Team in line with CAFOD’s management standards.
  • Monitoring the workload of the team and gathering information about activity in CAFOD which would impact on the work of the team.
  • Managing and developing a series of business critical financial processes, ensuring they regularly meet or exceed CAFOD’s service standards
  • Deployment of work tasks to external service providers when transactional volumes exceed staff capacity
  • Setting quality standards for work conducted within the team, and providing appropriate management information in relation to work activities
  • Ensuring effective communication with and between the staff located in the team.
  • In consultation with the Head of Section, assist in the development of training programmes for Section staff, including ensuring appropriate induction and on the job coaching.
  • Management of the Team Budget
  • Ensuring that work to administer supporter donations integrates with other supporter care activities in the Supporter Services section, and more widely throughout CAFOD

Other key responsibilities:

  • Banking and thanking of all voluntary donations and making sure income is allocated to the relevant programmes and activities
  • Management of donation processing work whether conducted within Supporter Services, or at the sites of external service providers
  • Maintaining accurate supporter records, and archiving systems
  • Management of inbound and outbound post
  • Processing of Gift Aid donations and ensuring tax claims are made
  • Processing of Direct Debits and standing orders
  • Providing internal clients (fundraising/campaigns/education) with management information related to income streams
  • Overseeing the procedures for dealing with Emergency Appeal donations

It is also necessary to:

  • Maintain high levels of computer literacy, and be familiar with word processing, using spreadsheets and other applications relevant to customer care with a good appreciation of the uses and potential of IT as a management information tool

COMPETENCIES

Supporter donations Manager
Person Specification / 1- Limited Relevance / 2- Important / 3- Very Important / 4- Highest Priorities

Core Competencies

Behaviours at the heart of our organisation’s success / a- Understands and actively supports CAFOD’s Vision, Mission and Values / ✓
b- Looks outward; Takes account of other people’s priorities / ✓
c- Shows an understanding of the Catholic Church and is able to work effectively with it / ✓
d- Supports a culture of mutual respect, trust & transparency, where partnerships flourish / ✓
e- Willing and able to contribute to the long-term development of CAFOD / ✓

Professional Competencies

Behaviours which are important in all organisations / Self Management / f- Manages time and resources efficiently / ✓
g- Manages own personal growth and development continually / ✓
h- Manages emotions and stresses positively / ✓
Thinking and Understanding / i- Analyses and diagnoses problems with depth and insight / ✓
j- Displays sound judgement and decision making / ✓
k- Provides creativity and innovation; takes risks within context of overall strategy / ✓
Working
with others / l- Helps others to achieve goals / ✓
m- Resolves conflict successfully / ✓
n- Builds rapport and communicates effectively / ✓
Achieving / o- Shows drive and initiative / ✓
p- Willingly takes ownership; is openly accountable / ✓
q- Adapts easily to change / ✓

Team Management Competencies

Behaviours important to those managing a team / r- Delegation: Hands over tasks to others efficiently and effectively / ✓
s- Team Development: Constantly builds the capacity and potential of the team / ✓
t- Leadership: Inspires the team to perform to the best of their ability / ✓
u- Stewardship: Manages resources prudently / ✓
1- Limited Relevance / 2- Important / 3- Very Important / 4- Highest Priorities

Job Specific Competencies

Specialist, technical and functional expertise / Knowledge, understanding and experience of the principles and current practice in the design of business processes, and database technology to accurately process income and build supporter care / ✓
Able to work on multiple projects, and prioritise according to business need / ✓
Experience of managing customer care programmes and systems / ✓
Understanding of accounting and banking procedures, and financial reconciliation protocols / ✓
Ability to adapt to changing situations, such as responding to emergency appeal situations / ✓
Project management skills, including the ability to co-ordinate complex programmes and work in a systematic and organised way / ✓
An ability to lead, motivate and develop a large team, encouraging colleagues to regularly meet or exceed deadlines and standards set for their work relating to both internal and external customers / ✓
Well-developed customer care skills, both written and verbal / ✓
A working knowledge of relevant charity laws and regulations / ✓
An understanding of quality assurance systems and standards, in a context of setting, tracking, and delivering within agreed service targets / ✓

A commitment to CAFOD’s Vision, Mission and Values is essential for all staff.

TERMS AND CONDITIONS

Contract:A permanent contract, including a six-month probationary period.

Salary:Grade R: £35,180 to £38,695 per annum with 5 annual increments of £703.

Hours:35 hours per week. Normal CAFOD office hours are 9.30 to 5.30 with one hour for lunch. This post will require some weekend and evening work for which time off in lieu may be taken.

Holidays:20 working days per annum plus statutory holidays plus 6 days determined by CAFOD at Christmas/Easter.

Notice period: Three months either way after completion of the probationary period.

Pensions:There is an optional contributory pension scheme (10% employer and 5% employee contribution). Alternatively, CAFOD will make a similar contribution to a Personal Pension Plan.

Other Benefits:Life Assurance and Permanent Health Insurance cover, Ride 2 Work Scheme, Option to buy additional annual leave, Childcare Vouchers, Payroll Charity Giving.

Access:There is access for people with disabilities to CAFOD’s Stableyard offices and by way of a passenger lift to all floors in CAFOD’s main building. The first and second floors of the Worlock building are inaccessible to people in wheelchairs.

Disabilities:We are committed to making every reasonable adjustment to the workplace or working arrangements so as to accommodate people with disabilities.

LocationThe job is based in CAFOD’s Head Office in London. The current office is in Stockwell Road, SW9. In May 2010 CAFOD’s head office will move to Westminster Bridge Road, SE1.

CAFOD is an equal opportunities employer.

Recruitment and selection procedures reflect our commitment to child protection.

Application forms to be returned to:

The Recruitment Team, CAFOD, Romero Close, Stockwell Road, London SW9 9TY

Or email:

Closing date for applications: 10th March 2010

1st round interviews: TBC

Additional Information

Communities & Supporters Division

The purpose of the Division is to enable CAFOD to build real relationships of solidarity between people in the Catholic faith community in England and Wales, and poor communities in the global South; this means maximising support for CAFOD’s work from the Catholic community at all levels and from all its members individually, through stronger and more direct relationships and providing a growing range of strategies and opportunities to pray, give, act and learn with CAFOD. The division gives priority to the generation of voluntary income, providing corporate leadership in this area, as well as developing and delivering education programmes that transform communities and individuals of all ages and contributes to building a movement for change.

Supporter Services

The Supporter Services Section has the overall responsibility for delivering a quality response service for CAFOD supporters and staff. The Section is working towards establishing a centre of excellence in supporter care and aims to provide information on all aspects of CAFOD’s work and will, in this respect, be the public face of CAFOD. By establishing high quality standards when dealing with enquiries, the Section plays an important role in enhancing the corporate image and reputation. This includes:

  • providing a professional first point of contact for all supporter enquiries;
  • processing income accurately and efficiently to agreed standards;
  • maintaining complete and accurate supporter records;
  • distribution of materials to support CAFOD’s strategic activities;
  • project management and logistical support for the work of Supporter Services.

The Section is split into teams and has been undergoing a process of change, as the team takes on new responsibilities to handle an increased volume of work, and provide excellent services to CAFOD supporters. The post-holder will be expected to contribute to the change process.

In addition to the permanent employees, the Section occasionally also engages a number of temporary staff, and volunteers. Work is out-sourced to external service providers as required.

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