Meningitis UK Job Description

Job Title:Supporter Relations Officer

Responsible to:Fundraising Manager

Job Purpose:To build relationships and support from the friends and supporters of Meningitis UK.

Key Areas of Responsibility:

Supporter Relations

  • Act as the first point of contact to new supporters.
  • Provide a listening ear to supporters who have experienced meningitis and tell them of the charity’s work and answergeneral questions about meningitis.
  • Offer support to new supporters, putting them in contact with MUK’s Founder Director and /or with other supporters through MUK’s peer support programme.
  • Answer queries whichaccompany donations and other correspondence.
  • Help supporters with awareness raising initiatives.
  • Keep abreast of developments within the field of meningitis so these can be communicated to supporters.
  • Help to build relationships with MUK volunteer Community Ambassadors, providing support, guidance and resources to MUK ambassadors across the UK.

Supporter-led events

  • Act as the main point of contact for supporter-led events, providing them with advice, guidance and resources.
  • Help supporters to promote and co-ordinate their events.
  • Attend supporter eventsas a representative of MUK and give talks about the charity as necessary (these are generally evenings and weekends so flexibility is essential).
  • Keep the supporters’ events database up-to-date and ensure that donorsare thanked, and that all communications are filed and entered on the database.
  • Keep track of all income from supporter events and follow up any outstanding monies.
  • Workwith the Press Officer to promote/publicise supporter events and to raise the profile of MUK.
  • Promote MUK-led events and campaigns to supporters to encourage participation.
  • Develop, promote and manage in-celebration/occasion giving.
  • Maintain the database of supporters who are willing to volunteer at events throughout the country.
  • Act as main point of contact for ‘Stroll On’ (organise your own walk) events as part of the Big Stroll programme and provide advice, guidance and resources to help supporters organise bespoke walking events.
  • Have a good knowledge of insurance and Health and Safety in relation to fundraising events, ensuring organisers are given appropriate information to ensure their events are adequately protected and meet legislative requirements.

Tribute funds

  • Act as the main contact for all tribute fund enquiries.
  • Develop relationships with tribute fund holders, providing advice to maximise support.
  • Help supporters to maintaintheir pages on Meningitis UK’s online tribute fund website and provide on-going support.
  • Work with the supporter servicing team to update tribute fund holders on how their fund is growing on a quarterly basis and ensure income processing and data recording meet the needs of the programme.
  • Work with the Fundraising Manager and Marketing & Communications Officer to:

Promote and market Meningitis UK’s ‘Forever Fund’ scheme to encourage supporters to set up a tribute fund.

Implement a strategy to develop support from those who contribute to tribute funds (in addition to tribute fund holders).

Maintain and develop the tribute fund website and associated promotional materials.

Contribute to the charity’s annual memorial service for tribute fund holders.

Merchandise & Promotional Items

  • Encourage supporters to buy merchandise such as Christmas cards, wristbands and pin badges, and to sell merchandise themselves, e.g. at events or on a sale-and-return basis.
  • Monitor stock of merchandise and maintain stock levels.
  • Work with the Marketing & Communications Officer to develop Meningitis UK’s range of merchandise and to promote this through events, the newsletter, website, email appeals etc.

Other

  • Work closely with the admin support team to ensure that supporters receive excellent donor care, making sure that donations and enquiries are processed, recorded and thanked effectively.
  • Ensure that all fundraising resources are kept up-to-date and are readily available and compliant with current legislation and best practice, e.g. sponsorship forms, t-shirts, supporter event guide etc.
  • Liaise with the Press Officer, maximising publicity of fundraising activities.
  • Liaise with the Marketing & Communications Officer, ensuring that the relevant areas of the Meningitis website are kept up to date and accurate.
  • Attend and assist with meetings and events, such as our annual Friends’ Day, and work closely with other members of the fundraising team.
  • Encourage tax effective giving where appropriate.
  • Champion a donor focussed attitude within our organisation.
  • Be thoroughly familiar with the aims, scope and working practices of Meningitis UK and communicate these clearly to donors, potential supporters and stake holders.
  • Delegate tasks to volunteers as appropriate, providing task management and training as required.
  • Monitor income and expenditure budgets for own areas of responsibility and provide assistance to the Fundraising Manager and the Chief Executive in preparing reports, income/expenditure budgets and strategies.
  • Provide quarterly reports to the Fundraising Manager. Performance will be managed using a range of key performance indicators and will be reviewed through quarterly one-to-one meetings and an annual Professional Development Reviews.
  • Keep abreast of legislation pertaining to the methods of fundraising used, including the Charities Act, Data Protection Act and Institute of Fundraising’s codes of practice and ensure these are adhered to.
  • Participate in staff team meetings, fundraising meetings, strategy days and Meningitis UK’s strategic development process as appropriate.
  • File and keep records relating to all work areas.
  • Undertake other work as appropriate to the role as agreed with the Fundraising Manager.
  • Ensure adequate cover for own responsibilities when absent.

Job descriptions are intended to give staff clear guidance on what they are expected to achieve. However, they rarely capture all tasks and responsibilities. All staff are therefore expected to undertake other occasional duties not detailed above within the scope of the role. However, because we are a small team, from time to time you may be required to support the activities of other departments when it’s ‘all hands on deck’. This could include anything from stuffing envelopes to helping out at an event or counting money.

In addition, by the nature of the role, the post holder will be expected to undertake regular evening and weekend work. When agreed in advance with your manager, TOIL will be given for this.

This job description covers the current range of duties and will be reviewed from time to time. Meningitis UK reserves the right to change this job description but will always endeavour to reach agreement on changes.

Person Specification

Essential = EDesirable = D

Experience:2 yearsfundraising / Sales experienceE

Experience of Community / Event FundraisingD

Working within the charity/health sectorD

Donor Strategy or a similar fundraising databaseD

Understanding of meningitis D

Skills:IT literate with good knowledge of Microsoft Office and databasesE

Excellent communication and interpersonal skillsE

Ability to digest and communicate scientific / medical informationE

Good telephone MannerE

Excellent written skillsE

Excellent presentation skillsD

Understanding of budgets, financial reporting and strategiesD

Knowledge of:Charity law/Data Protection lawD

Health and Safety law (particularly relating to events)D

Charity Willingness to undertake out of hours work when necessaryE

RepresentationWillingness to represent the charity at events E

Full driving license E

Access to own vehicleD

Working Abilities: Confident in communicating with people at all levels E

Ability to manage multiple projects, prioritise and work to tight deadlinesE

Ability to focus on targetsE

Ability to work proactively and under own initiativeE

Maintain efficient systems and records (computer and paper files)E

Personal Qualities:Empathy for Meningitis UK’s workE

A strong team playerE

Good sense of humour E

Adaptable and flexible approachE

Good time keeping and punctualityE

Creative thinkerE

Willingness and desire to learnE