WWF-New ZealandPosition Description

June 2015

Support Services Assistant

Part-time permanent position (20 hours a week)

Purpose of the position

In collaboration withrelevant members of the team provide donor care and services for WWF’s supporters, accurate updates and donation processing in the donor database, and operational support services for the national office of WWF-New Zeland. Helping WWF achieve its mission: a world where people live in harmony with nature – ‘kia noho ngatahi te tangata ki nga kura taiao’.

Responsible to

Head of Service (Fundraising, Finance & Operations)

Direct reports

No direct line reports. There may be instances where this position manages volunteers.

Main working relationships

Internal

Head of Service - Fundraising, Finance & Operations

Supporter Services Officer

Operations Senior Officer

Communications Supporter Relations Officer

Fundraising Senior Officer

Finance Officer

Head of Campaigns and team staff

Head of Projects and team staff

Executive Director

WWF Internationalnetworks.

External

WWF supporters

Suppliers

Other organizations and interest groups relevant to WWF’s strategic objectives

Other relevant information

WWF-New Zealand is committed to a mission of a world in which people live in harmony with nature – ‘kia noho ngatahi te tangata ki nga kura taiao’. To achieve this it is absolutely vital WWF-New Zealand builds an extensive and strong base of loyal supporters as part of a robust, growing and sustainable fundraising programme. Support Services has a unique and positive impact on WWF’s ability to achieve its mission.

Responsibilities of the position

  1. Answering the phone, transfer to staff and action queries and changes in the Fundraiser database
  2. Processing donations and donor information in the fundraising database (Fundraiser Pro)
  • Process online donations and merchandise orders
  • Process cheque donations and orders – prepare banking and take to bank
  • Process credit card donations
  1. Attend to personal callers and visitors at reception, to general queries, courier deliveries and shop sales
  2. Opening the mail
  3. Provide general support services for staff in the national office as required and agreed
  4. Respond to all general enquiries including supporter enquiries and requests for information about WWF
  5. Inventory management of materials for supporter programmes
  6. Support for ongoing and new fundraising/marketing initiatives
  7. Organization of materials for off-site displays and events
  8. Coordination of the data processing and delivery of WWF merchandise sales
  9. Provide cover for the Support Services Officer when this staff member is on leave
  10. Undertake any other duties as may be required from time to time, as agreed with the Head of Service - Fundraising, Finance & Operations.
Required skills and experience
  • Experience in database entry
  • Experience in customer service and a pleasant telephone manner
  • High level attention to detail, accuracy with data entry and figures
  • High level efficiency, timeliness and self motivation
  • Positive interpersonal skills and good oral and written communications
  • Proven competence and a working knowledge of IT office applications
  • General office administration skills including mail and banking procedures
  • Work experience in a not for profit, values based organization
  • General experience in merchandising operations and stock take.

Required personal attributes

  • A commitment to WWF’s values and an enthusiasm for being part of our mission to build a future which people live in harmony with nature
  • A strong commitment to a customer service focus with the ability to communicate confidently and positively with all callers
  • A calm manner and the ability to manage workload with ongoing interruptions
  • A willingness and ability to take the initiative
  • A commitment to actively participate in providing a flexible, supportive and positive working environment
  • A commitment to professionalism and excellence
  • A commitment to working in a small team environment
  • A commitment to the recognition of the Equal Employment Opportunities principles and the Treaty of Waitangi.

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