Part 1: JOB DESCRIPTION

JOB TITLE:Supporter Care Officer

DEPARTMENT:Income and Finance

TEAM: Individual Giving

LOCATION:Ewell

  1. POSITION IN ORGANISATION
  • Reports into: Supporter Services Manager
  • Line Manages: Not applicable
  • Contacts which the post holder has within and outside the organisation:Income and Finance team, IS team, External Affairs, supporters, general public and volunteers
  1. MAIN PURPOSE OF JOB

The Supporter Care Officer is responsible for engaging with our supporters and members of the public, maximising their relationship with the charity and accurately capturing data across different channels. This role is also responsible for the processing of all donations received by post, phone and BACS as part of the Supporter Services Team.

  1. 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,verbal and social media 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 Services Manager to develop and implement ad hoc supporter care projects as necessary.
  • To work closely with the Supporter Services 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 support the implementation of agreed processes and training on behalf of the Supporter Services Manager

  • Ensure that all documentation, processes and database functionality relating to Gift Aiddeclarations are in place and meet the standards laid out by the HMRC and best-practice.
  • Manage all Supporter Care related complaints effectively through to resolution as well as ensuring the complaints processes are developed, implemented and consistently adhered to.
  • 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 theseprocesses are understood within the team/department including providing training andguidance as needed to provide business continuity.
  • Ensure all fundraising enquires received via Supporter Care are handled appropriately, professionally and in a timely manner.

General Duties of a Samaritans’ Staff Member

  • Contribute to the effective and efficient running of the Central Office as appropriate.
  • Participate, as appropriate, in staff forums and meetings.
  • Adhere to Samaritans’ policies and procedures.
  • Represent the Central Office appropriately across the organisation and 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 policies.
  • Carry out reasonable requests made that are within the broad remit of the role.

Part 2: PERSON SPECIFICATION

  1. SKILLS, KNOWLEDGE AND EXPERIENCE

Essential

  • Knowledge of principles of good customer service
  • 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 skill
  • Excellent time management skills
  • Excellent written and database skills
  • Excellent letter writing skills with an emphasis on diplomacy
  • Use of social media to interact with audiences

Desirable

  • Experience of fundraising and/or working in the charity sector
  • Knowledge of Gift Aid, fundraising regulation and the Fundraising Preference Service
  • Experience of working with a CRM database
  • QUALIFICATIONS
  • Numerate and literate, with good standard of education, preferably to A level standard
  1. PERSONAL ATTRIBUTES
  • Emotionally resilient to sensitive information.
  • Empathises with Samaritans’ values.
  • Customer-focused.

Signed by employee:______Date: ______

LAST UPDATED:[date]

This job description is a statement of requirements at the time of writing and is not contractual. It should not be seen as precluding future changes after appointment to this role.