SUSSEX WILDLIFE TRUST

JOB PACK
IDENTIFICATION OF JOB
Job Title / Membership Services and Database Coordinator
Department / Fundraising & Communications
Responsible to / Membership Development Manager
Responsible for / Membership Services Team and Volunteers
Overall purpose of job / To be responsible for all aspects of running the Membership Services Office.
To manage and develop the supporter database, and to ensure that the Trust provides an efficient and responsive service to its members and supporters.
KEY MEASURES OF PERFORMANCE
  • Effectiveness of supporter relations, measured by key indicators such as resignation rates, lapse rates and complaints
  • Meeting agreed response times for both supporter and internal services
  • Accuracy, clarity and timeliness of reports and data produced

REMUNERATION
Job Grade / Grade B
Salary Band / Band B5
DOCUMENT INFORMATION
Created / January 2013
Last revision / June 2015
EMPLOYEE SIGNATURE
I confirm acceptance of the duties detailed in this Job Pack
Employee Name
Signature
Date
JOB DESCRIPTION
Main Responsibilities
a)To manage the Trust’s supporter database, ensuring information is accurate, up-to-date, securely held and used in accordance with the Data Protection Act.
b)To be responsible for the development of the database to meet the developing needs of the Trust and to implement agreed enhancements and upgrades.
c)To ensure all membership applications, donations, and other supporter correspondence are processed efficiently and within agreed timescales and that the relevant acknowledgement materials are despatched.
d)To manage the work of the staff and volunteers in the membership office to ensure that deadlines are met and that a high quality of service is provided to members and supporters, by phone, e-mail and post.
e)To ensure all regular database processes including membership renewals and reminders, Gift Aid and BACS claims are completed within required timescales.
f)To produce regular and ad-hoc database reports, statistics and analyses.
g)To provide detailed reports on membership recruitment performance and to calculate and record remuneration of membership recruitment teams.
h)To assist the Membership Development Manager in setting membership recruitment and retention budgets and provide regular reports on performance against budget.
i)To produce data selections for membership, appeal and legacy campaigns.
j)To manage and maintain Gift Aid records, claims and audits and ensure that the Trust’s practices are compliant with HMRC requirements for Gift Aid.
k)To manage BACS Direct Debit processing, checking and releasing BACS file for processing and managing the Paperless Direct Debit process. Provide relevant training to staff to handle Direct Debits over the phone and internet. Ensure that the Trust’s practices are compliant with BACS procedures and that they meet the requirements of our sponsoring bank.
l)To carry out month-end procedures to ensure that all amounts received have been correctly recorded. Provide month-end reports for Finance.
m)To design and document office and database procedures to ensure that data is entered and held in a consistent, logical and efficient manner.
n)To train membership team, volunteers and other members of staff on the use of the database.
The above list should not be regarded as exhaustive as staff may be required to carry out other such duties which may from time to time be determined by the Trust
PERSON SPECIFICATION
Experience / Essential / Desirable
Substantial experience in managing and developing a charity CRM / x
Statistical analysis and report writing / x
SQL / x
Managing a customer services team / x
Administering a membership scheme / x
Managing volunteers / x
Knowledge / Essential / Desirable
BACS and Direct Debit processing / x
Gift Aid / x
Data Protection / x
SQL / x
Banking procedures / x
Interest/understanding in wildlife conservation / x
Skills / Essential / Desirable
Numeracy / x
Logical thinking / x
Good interpersonal skills / x
Excellent time management skills / x
Good written communications / x
Professional, diplomatic approach when working with internal and external clients / x
Personal Qualities / Essential / Desirable
Good team player / x
Resilient and unflappable / x
Excellent eye for detail / x
Self motivated and the ability to use initiative / x
JOB SPECIFICATION
Work Complexity
Undertaking a variety of complex duties
Competence/Technical Skills
Substantial experience in a similar role
High level of skill and knowledge
Management Responsibilities
Advises on membership policy implementation
Manages and appraises core staff
Level of Decision Making
Significant amount of responsibility and autonomy
Moderate impact of decisions on internal membership issues
Budgetary Responsibility
Some monitoring of membership budget
Assists with fund raising
Communication & Customer Contact
Deals with a variety of contacts at varying levels
Liaises with Members and external contracts ie Database/IT Consultants?????
Provides an advisory service on complex issues
Miscellaneous
Full driving licence is required as may need to visit locations not easily accessible by public transport
In order for the organisation to work effectively all staff may be required to assist with other areas of work and should therefore be prepared to undertake other duties appropriate to the post, as delegated by the Trust
All staff are required to abide by organisational policies and procedures