Job Description

Supporter Services Assistant

Responsible to:Supporter Services Manager

Accountable to:Director of Fundraising

Location:Head office, London

Payscale:20 - 23

Description of role:

This role is a vital for the Fundraising Department and the charity as a whole – it makes sure that supporters have an outstanding experience of supporting Sense and know how much they are valued. No day will be the same, with a mixture of in-and-outbound calling, combined with essential administrative tasks like allocating gifts, or capturing important information about Sense’s supporters and their motivations to support the charity.

  1. The Supporter Services Assistant is responsible for:

1.1Delivering an excellent supporter care experience by responding to all incoming enquiries from supporters and prospective supporters (phone, mail, and internet) within agreed timescales and in line with agreed briefs and procedures

2.Specific Responsibilities:

2.1Accurately processing fundraising income, including cheques and cash, direct debits, payroll giving and from online donation platforms within agreed timescales and in line with provided procedures

2.2Work with the Supporter Services Manager to ensure response handling agency processes charity income within agreed timescales

2.3Create or amend supporter records on Sense’s Customer Relationship database, ensuring that all interactions between charity and supporter etc are recorded accurately

2.4Make outbound calls to both existing and prospective supporters in line with outbound calling programme

2.5Identifying fundraising opportunities and promoting them as appropriate in order to help deliver Fundraising department targets (recruiting, retaining and developing Sense supporters)

2.6Work with other fundraising teams to ensure relationships with supporters are managed effectively, both by responding to enquiries promptly and by working to agreed supporter communications plan

2.7To develop strong working relationships with key stakeholders (internal customers) in the organisation to ensure that we are supporting them appropriately and proactively in all aspects of Supporter Service

2.8Other duties as required which are appropriate to the general level of this post

Person Specification

Supporter Services Assistant

Educational & Knowledge
Essential / Desirable
GCSEs (or equivalent)including Maths and English at grade C or above / Knowledge of relevant charity legislation (Gift Aid and Data Protection for example)

Work-Related Experience

Previous experience of working in a customer or supporter service environment, including:
  • handling of enquiries and complaints
  • dealing with difficult and/or sensitive calls
/ Experience of working in a charity fundraising environment
Administrative experience in a busy office environment / Experience of outbound telemarketing
Experience of using Raiser’s Edge or similar Customer Relationship Management database
Skills and Abilities
Outstanding customer service and an excellent telephone manner
Excellent attention to detail, especially when entering data
A team player, with the ability to using initiative and to understand department needs to prioritise workloads effectively
Good working knowledge of MS office, especially Word, Excel and Outlook

1