Job title: Supporter Services Executive
Location: London Office, 61A Great Suffolk Street, London, SE1 0BU
Department:Supporter Care
Reporting to:Senior Manager – Supporter Care
Direct reports:Volunteers
Main purpose of role:
To provide an excellent level of customer service to our army of supporters by ensuring all donations received by Muscular Dystrophy UKare coded and processed in a timely fashion and that all supporters are acknowledged and thanked within the relevant agreed timescale.
This role alsoprovides vital support to the fundraising teams helping them to maximize the funds they raise by answering their queries and undertaking agreed tasks for them in a timely, accurate and efficient manner.
Main tasks and responsibilities
SUPPORTER CARE RESPONSIBILITIES
- Donations Processing
- Open and sort all donations received in the London office by post.
- Batch all donations onto Raisers Edge (RE) received in the Londonoffice for the Fundraising & Marketing teams, ensuring that the appropriate thank you letters are sentas outlined in our procedures.
- Process CAF voucher donations received in line with procedures
- Process credit card donations dailyin accordance with data protection regulations and ensureinvalid credit cards are managed in line with procedures and regulations.
- Input Gift Aid information into RE.
- Support the Senior Manager – Supporter Care in weekly and monthly quality checking of donations and Gift Aid as appropriate.
- Database administration and development
- Checking and updating RE records as required ensuring contacts details for all supporters, branch members, representatives, and fundraisers are up to date and accurate.
- Identifying potential improvements to existing processes and procedures and liaising with the Senior Manager – Supporter Care to implement these.
- Co-ordinating and supporting fundraising department activities
- To be an integral member of the Supporter Care, Database and Finance Stakeholder group and work through any actions agreed by the team at our monthly meetings as appropriate.
- Answering and responding to written, phone and email enquiries, and fulfilling requests where possible, or referring on to the appropriate member of staff in an agreed timeframe.
- Filing and Archiving of paperwork in regards to donations.
- Volunteers
- Work with theRegional Development Executive in recruiting, training and managing a team of volunteers to support with Supporter Care functions and post opening.
- Finance Responsibilities
- Support the Finance Team during reconciliation by responding to any queries in a timely and professional manner.
- To undertake any additional Finance Team responsibilities agreed with advance notice between the Senior Manager – Supporter Care and Finance Manager.
Values and behaviours
- A positive attitude and approach that reflect the charity’s values.
- Contribute to the development of the charity and the development team.
- A commitment to and an understanding of disability issues, equal opportunities and diversity.
- To demonstrate role model behaviour at all times.
Education, Experience, Personal qualities
Education
Educated to A’ Level or equivalent / DesirableKnowledge of disability issues / Desirable
Experience
Experience of a busy work environment or similar where multi tasking and working to deadlines is the norm. / DesirableExperience and knowledge of fundraising databases, ideally Raisers Edge. / Desirable
Exposure to the donation process and communicating with supporters. / Desirable
Experience of gift or sales administration, preferably within the voluntary sector. / Desirable
Personal qualities
Excellent timekeeping.
/ EssentialConfident, clear and thorough communicator who is able to be courteous and professional at all times.
/ EssentialFirst class written and verbal communication skills. / Essential
Methodical approach, meticulous in nature with good attention to detail. / Essential
Self-motivated, confident and enthusiastic when dealing with internal and external customers. / Essential