Job Title: Supporter Care Administrator

Hours:Permanent, Full Time (35 hrs per week)

Salary:£21 - 23k

Reports to: Business Manager

Main Purpose

To provide excellent customer service to charity supporters,to build long term relationships with supporters and steward supporters on their journey with the charity.

Key Relationships

Internal:Staff, Line Manager, Senior Management Team, and Trustees.

External:Fundraisers, Members, Volunteers and Supporters.

Scope of Role

  1. Being the first point of contact for supporters and callers.
  2. Administering a successful membership programme that supports the work of the charity.
  3. Developing and maintaining a strong knowledge base on supporters using the charity’s CRM system.
  4. Fulfil retail orders and seek feedback to enhance the service.
  5. Develop a sound understand of charity activities to provide excellent customer service.
  6. Provide general day-to-day administrative support for SRUK office.

PERSON SPECIFICATION

The successful candidate will be an experienced individual with excellent customer service experience with the ability to build strong relationships and effectively manage enquiries.

Professional/Technical qualifications:

  • A levels/equivalent qualification
  • Evidence of continuous professional development or, equivalent work experience

Experience:

  • Experience of managing, maintaining and developing customer relationships in a charity.
  • Demonstrable telephone or face-to-face customer service experience, dealing with members of the public in a query led environment.
  • Experience of dealing with and responding to multi-channel communications
  • Ability to sensitively manage confidential information in a professional manner in line with DPA
  • Experience of selling products or services via telephone
  • Experience of dealing with and responding to complaints and feedback
  • Excellent IT skills, in particular Microsoft Office, CRM databases and telephone handling software
  • Experience of general office administration, preferably gained within a fundraising or finance department.

Knowledge and Skills:

  • Exceptional interpersonal skills, and ability to build strong relationships with supporters.
  • Ability to focus on impact and deliver outstanding results in a team environment and contribute positively as part of a team.
  • Communications – excellent written and verbal skills.
  • Knowledge of supporter care strategies.
  • Well organised, able to prioritise work for self and others with an understanding of the importance of detail.
  • Confident in handling difficult situations to provide a positive outcome.
  • Excellent planning, organisational and problem solving skills with the ability to develop new approaches.

MAIN DUTIES AND RESPONSIBILITIES

Supporter stewardship

  • Respond to all customer contacts across phone and email in line with performance standards set.
  • Answer incoming calls, assisting the caller with their enquiry/donation. Screen and direct calls to other members of staff as appropriate.
  • Develop a sound understanding of general enquiries for SRUK including departmental responsibilities, aims and objectives of the charity and expert knowledge of Scleroderma and Raynaud’s.
  • Direct enquirers to information and support services.
  • Support fundraisers, donors and supporters by working closely with the Engagement and Development Team and sending relevant information when required.
  • Understand, promote and sell a broad range of products and services including membership, shop products, donations and regular gifts, events and ticket sales.
  • Communicate effectively with all customers and provide a high level of customer service across a broad range of supporters.
  • Build an excellent reputation of Support Services so that it is regarded as a centre of excellence by offering supporters/customers the best possible customer service.
  • Resolve customer complaints appropriately within guidelines and resolve to a level that encourages loyalty from our supporters.
  • Provide feedback to the relevant departments where issues have been raised in response to customer feedback and escalate outstanding issues to the relevant Manager.
  • Ensure SRUK is viewed in a positive and professional light at all times.

Operation

  • Diligently capture supporter data to build the knowledge base and ensure a 360 profile of supporters is developed and maintained.
  • Process supporter transactions using the CRM system (eTapestry).
  • Implement the thank you programme to ensure all donors receive the appropriate thank you messaging.
  • Ensure all donation administration is accurately assigned, ensuring that high standards of financial and donor records are kept, the supporter database is maintained and all activities are conducted in line with the current legislation relating to charitable activities and SRUK policies.
  • Provide general day-to-day administrative support for SRUK office.

Administration

  • Provide administrative support to the senior management team.
  • Setting team-meeting dates, preparing agendas and record keeping.
  • Diary support to the SMT as needed.

Membership

  • Administer membership renewal reminders via email and post.
  • Maintain accurate membership data on the CRM ensuring membership data is checked and updated at each renewal.
  • Build a strong relationship with members to encourage annual renewal.
  • Diligently monitor membership renewals and income to ensure that membership is offering ROI.
  • Support new members and send all relevant membership information.

Retail

  • Fulfil all retail orders received via phone and the shop website.
  • Answer all customer enquiries and seek feedback from customers on shopping experience and products.

Other Duties

  • To be prepared to be away from home overnight, as the job reasonably demands.
  • To undertake any other works as could be expected of a Supporter Care Administrator.