Five Rivers Recruitment
Location
Salisbury, Wiltshire | United Kingdom
Job description
We are looking for a Supporter Care & Database Assistant to join our clients Fundraising team.
The role is responsible for fulfilling essential supporter engagement and administrative
function and is an excellent opportunity for anybody interested in starting a career in
fundraising or working within the charity and/or voluntary sectors.
In this role, you will work with our Individual Giving Manager to provide an excellent
donation processing and supporter thanking service, including importing both one-off
and batched income and responding to supporter queries.
You will be the first point of call, for all supporters either by email, phone or in person, and will seek to build meaningful relationships to ensure that everyone feels valued, informed and passionate about the Trust. You will also be responsible for
ensuring supporter records are accurate and amended when needed, as well as ensuring the smooth processing of direct debits.Whether you are handling donations, maintaining a high-quality database, responding
to various supporter enquiries and fulfilling their requests, or providing supportive
administrative services to the wider fundraising team, the delivery of outstanding
customer service to our supporters will be your focus.
Main Duties and responsibilities;
This role’s primary responsibilities will be as follows:
• To process income on the CRM database from a variety of sources, including web,
direct debits, campaign income, one off donations and shop.
• To thank supporters for their gifts up to £1,000 in a timely and relevant manner.
• Liaise with the finance team and relevant staff (when required) to reconcile income
against the CRM and ensure all funds are properly administered.
• To respond to queries and questions from supporters by phone, email, letter, and in
person, recording on the CRM.
• To process and thank donations received directly to the office.
• To act as the main point of contact with income processing and ensure all
transactions via these are accurately captured on the CRM.
• To ensure high standards of quality and consistency for all supporter data entry and
helping to ensure data is kept clean and up to date on the CRM, enabling the Trust to
be compliant with the current Data Protection Act.
• To ensure letter suite is maintained and kept up to date.
• Ensure Gift Aid claims are recorded correctly on the CRM and confirmation letters
sent where required.
• To support the Trusts retail efforts including stock management, processing and
fulfilment both online and offline.
• Provide support where required on fundraising marketing campaigns.
KEY SKILLS, QUALIFICATIONS AND KNOWLEDGE, AND
PERSONAL ATTRIBUTES
Applicants for this position should be able to satisfy the following criteria:
ESSENTIAL
• Experience of data entry on CRM database system
• Experience in supporter or customer care
• Excellent attention to detail and accuracy
• Excellent IT skills including Excel and Word
• Strong written and verbal communication skills and the ability to respond to queries
from supporters through a variety of channels.
• Personable and enthusiastic manner
• Organised and able to work under pressure
• Ability to be an advocate for the Trust by communicating its mission with empathy
• Flexibility and adaptability within the role as required. Willingness and ability to
work occasional weekends (in exchange for time off in lieu).
DESIRABLE
• Experience of working in fundraising/charity environment
• Understanding of Gift Aid
• Understanding of Data Protection regulations
This is a full time and permanent role with a salry of £2300 – £2500 DOE. Other benefits include;Generous contributory pension scheme with up to 10%
employer contribution
Trip to Nepal to experience the Trust’s work first-hand
Private medical insurance
Company maternity/paternity pay scheme
Free on-site parking
Job tags
Salary
£23k - £25k per annum
