Ronald McDonald House Charities (RMHC)

Supporter Care Co-ordinatorJob Description June 2016

Job Title:Supporter Care Co-ordinator

Job Grade:Grade9

Reports to:Fundraising Manager

Location:Ronald McDonald House Charities, East Finchley, London

Contract: Permanent, 20 hours per week, flexibility on how this is split

Benefits:Annual pay review based on performance, Free lunch, Joint contributory stakeholder pension scheme

Salary:£9.50 per hour

Job Purpose

The function of this role is to deliver the charity’s Supporter Care function, ensuring that supporters receive the highest standard of customer service. This role will also provideinvaluable administrative support to Ronald McDonald House Charities’ fundraising team, directly helping the Charity to growincome and increase support forfamilies with seriously ill children in hospital.

Main responsibilities

  1. Liaising with supporters
  2. Answer email and phone queries – frompotential and existing supporters –aboutthe Charity, how to fundraisefor us and the legal aspects of fundraising, including sending out fundraising packs
  3. Draftcommunications to supporters including thank you letters and event invitations
  4. Ensure all communication is recorded on the database
  1. Stewardship of individual fundraisers
  2. Provide an excellent stewardship programme to all individual fundraisers, with regular points of contact, good luck messages and support with fundraising
  1. Responsible for ensuring all income processed on database is coded correctly and reconciles with finance banking reports.
  2. Input and maintain accurate donor records on the fundraising database, Harlequin, in a timely manner and produce fundraising reports as required
  1. Challenge events and logistics
  2. Provide admin support to the Fundraiser for all challenge events
  3. Provide logistical support in the run up to and on the day of key events
  1. General Fundraising Support
  2. Work with the Fundraising Manager and Marketing and Communications Team to ensure that appropriate literature, fundraising materials and donation forms are available.
  • Have an active involvement in relevant internal and external meetings.
  • Oversee the Gift Aid audit, ensuring all claims meet the relevant criteria
  1. General admin
  2. Assist the fundraising team with mail outs and other necessary administrative tasks
  3. Ensure fundraising paperwork is filed appropriately
  • Handleall phone calls into the fundraising office
  • Support the fundraising team to produce reports and presentations for fundraising events and corporate supporters, and fundraising materials generally
  • Managing stock of fundraising materials.
  • Complete any other duties and responsibilities as requested, commensurate with this role, and to work at all times in compliance with the Institute of Fundraising Code of Practice and RMHC policy.

Person specification (essential unless otherwise specified)

Knowledge:
  • Understanding of banking processes and procedures and experience of using a fundraising database
  • Understanding of and experience of adhering to legal and ethical requirements pertaining to data protection, confidentiality and protection of children and vulnerable adults
  • Familiarity with Ronald McDonald House Charities’ work(desirable)

Skills/Personal Qualities:
  • High degree of accuracy and attention to detail
  • Personable and confident in liaising with supporters
  • Numerate and with excellent levels of computer literacy
  • Excellent written and verbal communication skills, with an ability to address a variety of audiences appropriately
  • Quick learner who approaches tasks in a logical and intelligent manner
  • Plans, schedules and prioritises work effectively
  • Motivated and tenacious, with high levels of drive, enthusiasm and commitment
  • Respects diversity and works diplomatically with a variety of different audiences
  • Shows cultural and interpersonal sensitivity
  • Works cooperatively with others
  • Trustworthy, patient and a good relationship builder

Experience:
  • Work within the charity sector, either as a volunteer or in a paid role(desirable)
  • Experience in an customer service role, including working with databases, regular communication with customers and answering phone and email queries

Qualifications:
  • Educated to GCSE level or possess a relevant qualification or experience in a
    similar role

Circumstances:
•Available for occasional weekend and after-hours working