TREE AID JOB DESCRIPTION

JOB TITLE:DONOR SERVICES ASSISTANT

OVERALL AIM

To provide support to the Supporter Fundraising department, primarily through the administration of donations and donor correspondence.

KEY OBJECTIVES

  • Process donations and respond to enquiries, maintaining a high level of donor service
  • Provide research and data analysis
  • Assist with income generation from individual supporters
  • Support and maintain volunteers (as appropriate)

RESPONSIBLE TO: The Supporter Fundraising Officer

RESPONSIBLE FOR: Volunteers assisting on identified projects.

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Working within the parameters of Tree Aid’s strategy, with guidance from the Supporter Fundraising Officer, and the support of volunteers, the Donor Services Assistant will:

1Process donations AND respond to enquiries, maintaining a high level of donor service

1.1Process donations and respond to donors daily. Produce daily income report and additional weekly and monthly donation reports. Ensure that all communications are recorded accurately on the database.

1.2Liaise with the Finance Department to ensure cross-department accuracy of donations and donor pledges. Monitor the successful transaction of donations via regular giving, credit and debit cards and online.

1.3Maintain accurate database records of donations made via Standing Orders and Direct Debits. Monitor growth and drop-off rates for regular donations and work with the Supporter Fundraising Officer to identify and implement opportunities for improvements.

1.4Process and fulfil Gift Catalogue orders. Ensure resources in place to respond to seasonal demand and effective stock management of gift catalogue components.

1.5Act as first point of contact for telephone donations, orders from the gift catalogue and deal with enquiries.

1.6Maintain standards identified in the Donor Charter, in particular to ensure a prompt and courteous service when responding to current or potential supporters.

1.7Maintain donor files in line with procedures and legal obligations.

2Provide research and data analysis

2.1Use routine database reports to assist with ongoing monitoring and evaluation of performance on a monthly, quarterly, annual and ad hoc basis.

2.2Drawing on web-based and media research, monitor external fundraising trends and opportunities.

3Assist with income generation activities from individual supporters

3.1Provide administrative support to fundraising campaigns and communications.

3.2Assist with the co-ordination of occasional supporter events.

3.3Assist with the contact strategy for each key donor segment, including first time donors.

4PROVIDE SUPPORT AND SUPERVISION TO VOLUNTEERS

4.1Assist the Supporter Fundraising Officer in identifying suitable areas for volunteer support and their recruitment. Provide coaching and ongoing support to volunteers to complete identified projects.

5UNDERTAKE OTHER TASKS AS AGREED WITH LINE MANAGER

5.1Provide occasional back up to other Supporter Fundraising department staff as appropriate.

5.2Assist in maintaining an efficient and tidy Supporter Fundraising department that reflects a professional organisation.

5.3The list of duties is not exhaustive. The post holder may be required to carry out other duties as directed by the Supporter Fundraising Officer, within the responsibilities of the post.

PERSON SPECIFICATION FOR THE DONOR SERVICES ASSISTANT
E = essential D = desirable
Process donations, respond to enquiries maintaining a high level of donor service
Experience of maintaining databases, preferably Access based / E
Experience of providing high standards of support in a donor or customer service environment / E
Experience of communicating in an engaging and professional style verbally and in writing / E
Experience of working in an office environment / E
Experience of maintaining effective paper and electronic filing systems / D
Working knowledge of Data Protection issues / D
Provide research and data analysis
Experience of producing database reports / D
Experience of analysing data and present conclusions in a logical way / D
Experience of undertaking research / D
ASSIST WITH INDIVIDUALS INCOME GENERATION ACTIVITIES
Experience of using mail merges or organising mailings / D
Experience of working in a non-profit environment / D
Experience of assisting with event co-ordination / D
PROVIDE SUPPORT AND SUPERVISION TO VOLUNTEERS
Experience of supervising paid or unpaid support / D
Qualifications/knowledge
Good standard of English grammar: Demonstrated through practical experience or relevant qualification, for example an English GCSE level or equivalent / E
Good standard of numeracy: Demonstrated through practical experience or relevant qualification, for example a Maths GCSE or equivalent / E
Strong IT skills including Microsoft Word, Excel, Access and the internet / E
General
Attention to detail and commitment to accuracy / E
Well organised, able to plan and prioritise work within defined parameters / E
Able to work as part of a team with people at all levels (internal and external) / E
Commitment
Empathy with Tree Aid's aims and objectives / E

P:\Job descriptions & Person specifications\Donor Services Assistant job description -250408-MS.doc