Job Description

Job title:Supporter Care and Database Assistant

Reports to: Head of Direct Marketing and Supporter Insight

  1. Main purpose of job

To respond to supporter enquiries regarding their data and manage the required contact preferences to meet Fundraising Regulations and to ensure we respect supporter choice.

Help to ensure Raiser’s Edge remains up to date, compliant and accurate in terms of the information recorded.

  1. Main duties/responsibilities
  • Ensure that our supporters receive the highest standard of customer service and that fundraising income is processed and thanked in a timely manner.
  • Update the supporter database, Raiser’s Edge, with contact information and preferences provided by supporters via the website, email, post, and information provided by other staff.
  • Respond to supporter enquiries about their data, preferences and other queries (referring to others as necessary).
  • Make sure that all EAAA database activity is compliant with the Fundraising Preference Service and, when in force, the new EU General Data Protection Regulation (GDPR).
  • Run the weekly import of lottery data into Raiser’s Edge to ensure that the database is up to date with new and edited records, checking incoming data and identifying duplicate records.
  • Run regular imports of raffle data to ensure the timely upload of donation information and changes to contact details and preferences.
  • Respond to requests from other staff for merging and updating records; checking and verifying data where necessary.
  • Perform regular global updates to records to ensure the accuracy and completeness of data.
  • Liaise with lottery team members over updates to the lottery database.
  • Assist with a range of data enhancement and cleaning tasks by checking for errors and inconsistences in data entry, including checking and updating gift aid records.
  1. General duties/responsibilities
  • All staff must ensure confidentiality and security of information dealt with in the course of performing their duties. They must comply with and keep up to date with Charity policies and legislation on confidentiality, data protection, freedom of information and computer misuse.
  • All staff are required to adhere to and act consistently with all relevant health and safety legislation and Charity policies and procedures in order to ensure that their own and the health, safety and security of others is maintained.
  • Actively promote the Charity’s commitment to equality and diversity by treating everyone with dignity and respect.
  • All employees have a responsibility for protecting, safeguarding and promoting the welfare of children and vulnerable adults.
  • It is the responsibility of all employees to conduct all business in an honest and ethical manner.
  • Uphold and demonstrate the Charity’s values (community, passion, accountability, innovation, quality).
  • Ensuring personal actions do not damage the reputation of the charity, eg social media/behaviour.
  • Reporting incidents via the Datix system as part of an open and fair culture
  • Undertaking any activity as deemed appropriate by the charity and in line with skills, experience and knowledge.

Person specification

Education and qualifications
Essential / Desirable
5 GCSE’s (or equivalent). At least one to be in English
Experience
Essential / Desirable
A minimum of one year’s relevant experience working in a supporter care or customer service environment. / Recent experience of using Raiser’s Edge or a database.
Experience of using Microsoft Office, particularly Excel, and particularly manipulating data. / Experience and knowledge of gift aid regulations and requirements for record keeping
Understanding of Data Protection basics
Experience of working in a fundraising or charity environment.
Knowledge and skills
Essential / Desirable
Ability to work under own initiative and as part of a team. / Full clean driving licence
Good interpersonal skills: able to respond to requests from colleagues in a friendly and helpful manner.
Fast and keen learner.
Ability to meet deadlines and work under pressure, prioritising and managing a varied workload.
Excellent attention to detail and accuracy.
Good written and verbal communication skills.
Ability to maintain strict confidentiality when dealing with personal information.

1