Supporter Donations Assistant

Ref: (CSDA)

Job Description

Job Purpose

The post holder will contribute to ensuring the Donations Processing Team manage and administer supporter donation activity on behalf of CAFOD, providing high levels of supporter care and delivering within agreed service levels.

Job Scope

The Supporter Services Section has the overall responsibility for service delivery for CAFOD supporters and staff. The post holder works within the Supporter services section and liaises across all teams in CAFOD, all individuals within the section and external service providers to ensure donations are processed within agreed service levels and quality standards.

Accountability

The post holder reports to the Supporter Donations Manager and is supervised by the Income Processing Administrator and Single Gift Administrator.

Key Responsibilities

Supporter Care:

  • Handle telephone, email and postal enquiries from supporters; identifying and resolving queries in a prompt, warm and sensitive way.

Donation processing:

  • Open, sort and accurately code donations received by post following agreed procedures.
  • Process and set up direct debits, standing orders and bankers orders.
  • Administration and processing of Internet Donations.
  • Produce and dispatch letters to thank and acknowledge donations received.
  • Understand Gift Aid and its application within donation processing.
  • Input data onto a computerised database ensuring accuracy and producing batch control sheets.
  • File and archive financial data adhering to strict audit controls.

Incoming and outgoing post:

  • Assist with incoming delivery and storage of materials to the Section
  • Deal with internal queries related to outgoing post procedures.
  • Assist with all incoming and outgoing postal duties.

All Donation Processing staff are expected to:

  • Attend and contribute to regular team, section, divisional and CAFOD-wide meetings and briefings.
  • Work as a supportive member of the team, providing cover for and training of the section staff and volunteers as required
  • Participate in training and other activities as requested by the line manager
  • Assist with the rapid set up of projects and work packages in response to major international emergencies and disasters.
  • Rotate through all key tasks within the team / section.

This list of duties and responsibilities is by no means exhaustive and the post holder may be required to undertake other relevant and appropriate duties as required. This job description is subject to regular review and appropriate modification

Child Protection

CAFOD recognises the personal dignity and rights of children, towards whom it has a special responsibility and a duty of care and respect. CAFOD, and all its staff and volunteers, undertake to do all in our power to create a safe environment for children and young people and to prevent their physical, sexual or emotional abuse. CAFOD is committed to acting at all times in the best interests of children, seeing these interests as paramount. This post involves responsibility for people who will have contact with children or young people and applicants will be subject to specific checks related to child protection issues.

Person Specification

Essential
Understanding our context
AUnderstanding Catholic identity - Show an understanding of and work with the Catholic community to further CAFOD's mission.
B Understanding CAFOD - Demonstrate how both CAFOD’s and Catholic values influence all our work internally and externally.
C Understanding international development – Have an understanding of the nature and causes of world poverty and how it affects different individuals, groups and communities
Working together
D Managing ourselves– Happy to take on additional responsibility to help the team or others under pressure.
E Working with others – Build collaborative relationships across CAFOD and with external partners, donors and suppliers.
F Communicating - Ensure others fully understand what has been discussed and agreed. Make timely contributions to decisions.
G Looking outwards – Build cooperative, professional relationships with partners, supporters, donors, suppliers and the communities we serve.
Making change happen
H Managing resources - Offer ideas to improve information systems and processes to reduce costs and improve efficiency.
I Achieving results - Look for better processes and ways of working to achieve results.
J Managing our performance - Agreeing realistic deadlines and measurable objectives for myself, others and the team.
K Taking the lead - Take a lead in identifying solutions and making change happen
Job Specific Competencies
I. Ability to communicate professionally with supporters including religious communities
II. Displays a methodical approach to administrative tasks with excellent attention to detail, accuracy & ensuring tasks are completed to deadline
III. Ability to complete tasks to deadline with excellent attention to detail and accuracy.

Terms and Conditions

Contract / A 7 month’s contract, including a six-month probationary period.
Salary / Support A Band
Starting Salary Range:£25,083 – £26,086
Full salary Range: £25,083 – £27,591
Hours / 35 hours per week. Normal CAFOD office hours are 9.30 to 5.30 with one hour for lunch. This post will require some weekend and evening work for which time off in lieu may be taken.
Holidays / 20 working days per annum plus statutory holidays plus 6 days determined by CAFOD at Christmas/Easter.
Notice period / One month either way after completion of the probationary period.
Pensions / There is a contributory pension scheme (10% employer with 5% employee contribution). Alternatively, CAFOD will make a similar contribution to a Personal Pension Plan.
CAFOD is required to automatically enrol UK staff as per auto-enrolment legislation – further information
Other benefits / Life Assurance and Permanent Health Insurance cover, Childcare Vouchers, Payroll Charity Giving, Ride2Work Scheme, Employee Assistance Programme and the Right to Buy Annual Leave of up to 10 additional days.
Access / There is access for people with disabilities to CAFOD’s offices by way of a passenger lift to all floors in CAFOD’s building.
Disabilities / We are committed to making every reasonable adjustment to the workplace or working arrangements so as to accommodate people with disabilities.
Location / The post will be based in CAFOD’s London office on Westminster Bridge Road, London SE1.

CAFOD is an equal opportunities employer. Recruitment and selection procedures reflect our commitment to child protection.

Additional information

1/5Sep-18

CAFOD

CAFOD is the official Catholic aid agency for England and Wales.We work with partners in more than 40 countries across the world to bring hope, compassion and solidarity to poor communities, standing side by side with them to end poverty and injustice. We work with people of all faiths and none.

We work with more than 500 partners overseas, and with partners in the UK - all working to reduce poverty. Inspired by Scripture, Catholic Social Teaching and the experiences and hopes of people living in poverty, CAFOD works for a safe, sustainable and peaceful world.

Division

The purpose of the Communities and Supporters Division is to build partnerships in the Catholic community of England and Wales that address issues of poverty and injustice in the global South. The work of CSD is to engage our community with opportunities to respond through prayer, giving, taking action and learning about global poverty and its causes. CSD strives to build long term solidarity between CAFOD supporters and communities overseas, working closely with CAFOD’s International and Advocacy divisions.

Department

The Supporter Services Section has responsibility for delivering a quality response service for CAFOD supporters. The Section is working towards establishing a centre of excellence in supporter care and aims to provide supporters with information on all aspects of CAFOD’s work. This includes:

•providing a professional first point of contact for all supporter enquiries

•processing income accurately and efficiently to agreed standards

•maintaining complete and accurate supporter records

•distribution of materials to support CAFOD’s strategic activities

•project management and logistical support for the work of Supporter Services.

The Section consists of four teams: Supporter Donations; Supporter Relations; Supporter Data; and Project Co-ordination. The Section is also assisted by volunteers, engages temporary staff and outsources aspects of work when necessary.

1/5Sep-18

1/5Sep-18