Supporter Care Assistant - Family for Every Child - Remote/Home Based

Location:                    Remote, home based within New Zealand^[1]

Contract type:           Fixed term – 2 years

Working hours:         Part time - 21 hours per week / 0.6 FTE^[2]

Grade:                         D

Job Purpose:

The Supporter Care function is part of the Individual Giving team. Supporter Care is responsible for providing supporters with accurate information about Family for Every Child (Family), giving them any assistance they might need to enhance the supporter/charity relationship, and to maximise income and supporter retention.

The Supporter Care Assistant is supporter facing, providing an efficient and courteous service in order to improve retention and increase income.  Working closely with colleagues, the job holder will support accurate maintenance of the donor database and associated records, providing reports and analysis and processing phone donations in an efficient and timely manner.

Scope and Limits of Authority:

The post holder is expected to organise their own day-to-day activities according to the overall priorities and timescales set, and to exercise sound judgement in many critical decision-making areas.

• This role does not have budgetary or line management responsibility
• Processing of personal and confidential data, including bank details

Key Responsibilities:

Communication with supporters

• Answering telephone calls, letters and emails, and responding to all general enquiries from supporters, ensuring a high level of customer care
• Actioning Family’s in-house supporter saves programme, delivering telephone and email retention targets.
• Processing and recording phone and postal donations, Payrolls, Standing Orders and Gift Aid Declarations and all other related income
• Ensuring all upgrades, downgrades and supporter amendments are processed and recorded for supporters
• Running the ‘thank you’ process for all donations including manual and automated thank you letters
• Cross-selling and upselling different forms of support during email and telephone conversations with supporters
• Gaining solid understanding of Family’s achievements in order to communicate effectively with supporters
• Contributing to relevant direct marketing campaigns, appeals and product development to improve the supporter journey
• Monitoring communication timeframes against targets providing data as required
• Reviewing supporter satisfaction through call listening and monitoring telemarketing agencies, working with colleagues to enhance the development of future communications

Data Entry & Processing

• Inputting data accurately, flagging inaccuracies with Database function, identifying any development needs and assisting with implementation
• Reporting any database development needs and assisting with the implementation
• Maintaining security and confidentiality of donations and data, complying with Data Protection legislation and charity law
• Proactively updating data when communicating with supporters to ensure data is accurate
• Increasing data capture ensuring we have up to date contact details for supporters
• Ensuring supporters are giving in the most cost effective way for Family
• Providing reports on income and supporter trends
• Manipulating raw data files and preparing them for importing
• Working closely with the Database function on the importing and exporting of data and general maintenance of the database
• Managing the import of new data from F2F teams in NZ
• Managing data relating to the retention and reactivation work that Raiser's Hub (or equivalent) carry out
• Pulling Family’s weekly data file from Salesforce to send to Raiser's hub (or equivalent)

Income Processing

• Working with Supporter Care colleagues to process and record donations in accordance with Family’s financial systems and protocols and charity law
• Assisting the Database function with accurate recording and administering of incoming donations into the database in line with Data Protection legislation and charity law
• Supporting the Finance function to prepare the Finance file from Salesforce for upload onto Excluserv
• Troubleshooting and reconciling payments
• Working with Supporter Care colleagues to process all new income streams
• Working with Supporter Care colleagues to process BACS payments
• Providing legacy administration and support with the legacy strategy
• Ensuring administration for legacy gifts is completed
• Managing the relationship with solicitors

General administration

• Ensuring all Supporter Care procedures are up to date, tested, fully documented and are adequately understood by colleagues
• Updating colleagues on Supporter Care activity
• Providing quarterly reports on supporter trends and internal Service Level Agreements
• Providing legacy administration and support with the legacy strategy
• Supporting the High Value team with administration when required

  Cross team and cross Secretariat responsibilities:

• Building, maintaining and developing relationships with colleagues across all teams in the Secretariat, contributing to the delivery of the Alliance mission and Family for Every Child’s strategy
• Contributing to cross-team work as needed and cross Secretariat project teams
• Establishing and maintaining efficient administration systems, including digital filing
• Undertaking any other reasonable duties or projects as required to support the work of the Secretariat

Self-management 

• Working in a results focused, open and collaborative way with agility, flexibility and a ‘can do’ mentality, enabling colleagues to thrive in a remote working environment.

The Key Responsibilities above set out the priorities for this role which will shift and develop to respond to the evolving nature of Family for Every Child.

Family for Every Child is evolving and with an ever increasing membership the role of the Secretariat has to adapt and respond to the changing needs of the members and its strategy.  This has an impact on each and every role within the Secretariat, therefore flexibility is key and the ability to respond to change, shift responsibilities and work collaboratively underlies the approach all staff need to take. 

Safeguarding Statement:

Family for Every Child has zero-tolerance for abuse and exploitation of all people. Successful candidates and post-holders are expected to understand and comply with the safeguarding policy and other related policies. If a role is assessed as having a medium or high safeguarding risk, a safeguarding self-declaration form and a criminal background check will be requested from individuals holding the position.

Person Specification:

Education, qualifications, knowledge and experience

Essential:

• Educated to NCEA Level 3 or equivalent qualification or experience
• Strong administration experience
• Strong customer service experience, ideally within a charity
• Experience of income processing
• Experience of effective communication at all levels across an organisation
• Experience of operating in an organisation in which a facilitative and consultative style of working is appropriate
• Experience of working remotely or with remote-working colleagues and of working  as part of an international team

Desirable:

• Experience of working in a multicultural setting, demonstrating understanding of working internationally and a high level of fluency in English is essential
• Experience of working with a CRM database
• Experience of working within a network organisation
• Understanding of direct marketing and fundraising in charities
• Basic experience of working with Google Apps

Skills and personal attributes

Role specific skills

• Pleasant and confident telephone manner
• High standard of numeracy and analytical skills
• Quick and accurate keyboard skills, and attention to detail, with the ability to maintain high standards of accuracy under pressure
• Able to tolerate delays and solve problems
• Ability to maintain a high degree of confidentiality in relation to a range of information

The following skills and personal attributes are expected of all staff:

• Flexible and adaptable; willing to contribute to other streams of work and across teams
• Highly skilled communicator, in different formats, and capable of working across languages and cultures (using translation and interpretation support as relevant)
• Flexibility to work outside typical working hours and across time zones, including where needed the possibility to work up to two hours between 9am and 12.30pm UK time
• Highly organised and self-motivated, able to manage and deliver on multiple concurrent tasks
• Competent IT proficiency across a range of packages, able to learn quickly and troubleshoot problems independently
• Ability to use initiative and work without close supervision, working both as part of a team and as an individual
• Excellent command of English (oral and written) is a must, but working knowledge of Spanish, Portuguese, Russian, Arabic or French is appreciated to broaden the range of language skills within the Secretariat

Travel

• Limited travel, only if required for the role.

 

Contact: Please send CV and cover letter by 27th March to

recruitment@familyforeverychild.org