PART 1:JOB PROFILE

DIRECTORATE:Fundraising and Communications

TEAM:Fundraising

JOB TITLE:Supporter Care Officer – Donor Processes

LAST UPDATED:January 2013

  1. MAIN PURPOSE OF JOB

The post holder will oversee the day to day supporter care operations, ensuring that supporters

receive the highest standards of customer service. To help ensure the best possible experience is delivered to Samaritans supporters by positively promoting Samaritans at all times.

  1. POSITION IN ORGANISATION

Reports into: Supporter Care Manager

Line Manages: N/A

Liaises with:All Fundraising teams, Finance and Administration teams, IS team

Works within a team of: Individual Giving

  1. SCOPE OF JOB
  • To enhance the supporter experience by delivering excellent supporter care, building supporter engagement and implementing on-going supporter feedback
  • To support the implementation of agreed processes both within the Supporter Care Team and across Fundraising
  • Import & Export of data for donation processing
  • Gift Aid Processing & Administration
  • Responsible for ensuring all income processed on fundraising database reconciles with finance banking reports.
  1. DIMENSIONS AND LIMITS OF AUTHORITY

Responsible for progressing assigned activities without reference and within agreed criteria agreed by the Supporter Care Manager

Responsible for ensuring that all supporter enquires are dealt with promptly and to agreed standards and timescales

Escalation of non-delivery of agreed targets as appropriate to the Supporter Care Manager

  1. QUALIFICATIONS

Numerate and literate, with good standard of education, preferably to degree standard

Knowledge of the principles of the voluntary/third sector

Knowledge of fundraising/customer relationship databases

Knowledge of project management principles

  1. SKILLS, KNOWLEDGE AND EXPERIENCE

Proven communication skills and excellent telephone manner

Ability to work to tight deadlines and under pressure

Ability to manage multiple workloads effectively

Able to analyse information and make objective decisions based on the outcomes

Negotiating and influencing skills

Excellent time management skills

Excellent written and database skills

Excellent letter writing skills with an emphasis on diplomacy

  1. PERSONAL ATTRIBUTES

Ambitious, innovative, self-motivated and target driven

Able to show empathy for people.

Trustworthy, patient and a good relationship builder.

Enjoys working as part of a team

PART 2: DUTIES & KEY RESPONSIBILITIES

To enhance the supporter experience by delivering excellent supporter care, building supporter engagement and implementing on-going supporter feedback

  • To ensure all donations and supporter correspondence are promptly and accurately processed, recorded and thanked in line with Samaritans policy and within agreed performance indicators.
  • Monitor, review and report on written and verbal communications with supporters to ensure the ongoing delivery of excellent supporter care and accumulate learning from complaints and customer feedback to feed into future marketing programmes
  • Identify and implement opportunities to build supporter engagement and gather information from supporters which will assist in maximising the effectiveness of supporter communications and appeals
  • Monitor and report on Supporter Care KPIs, developing processes and practices to promote improvement.
  • Work with Supporter Care Manager to develop and implement annual Customer Satisfaction survey and other ad hoc supporter care projects as necessary
  • To work closely with the Supporter Care Manager in gaining Customer Excellence accreditation or other standards, supporting the implementation of processes, addressing training needs and developing good practice within the team.
  • To represent the needs and requirements of the supporter at team and department meetings

To support the implementation of agreed processes and training on behalf of the Supporter Care Manager - both within the Supporter Care Team, across Fundraising and organisationally.

  • Ensure that all documentation, processes and database functionality relating to Gift Aid

declarations are in place and meet the standards laid out by the HMRC and best-practice.

  • Manage all Supporter Care related complaints effectively and through to resolution as well as ensuring complaints processes are developed, implemented and adhered to at all times.
  • Monitor service level agreements for internal customers and ensure agreed service levels and timescales are met.
  • Ensure the full documentation of all supporter care processes and making sure these

processes are understood within the team/department including providing training and

guidance as needed in order to provide business continuity.

  • Ensure all fundraising enquires received via Supporter Care are handled appropriately, professionally and in a timely manner.

Import & Export of data for donation processing

  • Using existing import processes to populate the database with donor and donation information
  • Manage direct debit imports and exports to and from third parties, BACS software and the website.
  • Run direct debit claims three times a month accurately and on schedule
  • Manual checking of inconsistencies and rejected data

Gift Aid Processing & Administration

  • Ensuring quarterly gift aid claims are run according to agreed processes
  • Working with finance to ensure timely receipt of funds

Responsible for ensuring all income processed on database reconciles with finance banking reports.

  • Liaise with Finance department staff as required to ensure timely monthly reconciliation of fundraising income lines to bank statements to ensure all income received is processed and accounted for accurately.

General duties of a Samaritans’ staff member

  • Contribute to the effective and efficient running of the General Office as appropriate.
  • Participate, as appropriate, in staff forums and meetings.
  • Adhere to all Samaritans’ polices and procedures.
  • Represent the General Office appropriately across Samaritans to the wider community as appropriate.
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Samaritans’ equal opportunities statement and polices.
  • Carry out any reasonable requests made that are within the broad remit of the role.

Signed by employee:______Date: ______