Supporter Relations Team Assistant

Job Description

The Supporter Relations Team plays a pivotal role in building relationships with our supporters and assisting our fundraising team to raise vital funds that will support our mission to beat blood cancer within a generation. The main purpose of this role is to deliver excellent customer service to our supporters from the beginning of their journey with Blood Cancer UK. Our processes need to be as efficient and effective as possible to get the best from our supporters. This is an excellent opportunity for someone with great communication, organisation and interpersonal skills. The post holder will take responsibility to help build lasting relationships with our supporters through written and verbal communication and ensure efficient administration of donations and maintaining accurate data on our CRM system.

Key Responsibilities

Customer Service:

• Deliver an outstanding supporter experience and develop relationships with our supporters in every interaction you have with them
• Respond to all inbound enquiries, requests and donations received (by phone, email, in writing or in person) in a prompt, efficient and helpful manner and within the agreed timescales
• Deliver outbound event stewardship calls for key sports events
• Fulfilment of welcome packs, fundraising materials and thank you letters
• Complaint handling

Administration:

• Provide fundraising and administration support across the Fundraising directorate. This involves managing supporter enquiries and registrations for fundraising appeals and campaigns, as well as the full range of fundraising events.
• Processing cheque, card and cash donations
• Coding fundraising pages such as Just Giving
• Recording and updating event registrations
• Data entry and updating details in our CRM system
• Coding income and making financial adjustments

General Responsibilities:

• Ensure compliance at all times with legislation, such as Institute of Fundraising codes of practice, data protection and GDPR, Fundraising Regulator, Gift Aid and all other requirements of an ethical and professional fundraising charity
• Take a proactive approach to personal development
• Contribute to team meetings and workshops
• Work collaboratively with other colleagues to continuously improve our processes and ways of working

THINGS WE ALL DO

• Promote Blood Cancer UK’s vision, mission and core values
• We’re all fundraisers. This is slightly different for all roles, and your team will have fundraising KPIs and objectives we all work to
• Attend and assist at Blood Cancer UK events and activities as required (NB this involves evening and weekend work)
• Be an effective ambassador for Blood Cancer UK at any activity you attend
• Develop an in-depth understanding of our work
• Follow the principles of LEAN and continuous improvement
• All staff are expected to adhere to Blood Cancer UK’s policies and procedures
• Do any other reasonable things your manager needs you to do

Skills, Knowledge and Expertise

• Excellent communication skills in both writing and verbal, with the ability to adapt to suit the audience
• Experience of using a CRM or database, including understanding the value of capturing, maintaining and getting the most from the data to respond to customer needs
• Strong working knowledge of Microsoft Office, including Word, Excel and Outlook
• The ability to manage multiple projects simultaneously and prioritise your workload
• Builds and maintains good working relationships with colleagues to foster team spirit, commitment to the team and achievement of shared goals
• Excellent attention to detail, and analytical and numeracy skills
• A pro-active approach to personal development