Supporter Care Administrator

We are looking for someone who is outgoing and enthusiastic to join our Supporter Care team, who will carry out essential supporter engagement and administrative activities associated with marketing campaigns, donations, fundraising events and requests for materials. With previous experience of providing excellent customer service, you will have the ability and confidence to communicate with a variety of people, engaging with supporters by phone, email and in writing about a wide range of enquiries.

The Supporter Care team at Alzheimer's Research UK is often the first point of contact in the charity for supporters, potential donors and members of the public. The Supporter Care Executive works alongside five other team Executives handling supporter enquiries, processing donations, and thanking supporters to ensure an excellent standard of customer care and to generate the maximum amount of income for dementia research. This role reports to the Senior Supporter Care Officer (SSCO) and ensures that the team successfully deliver an efficient and a first-class supporter experience for the charity.

This role will be known internally as Supporter Care Executive.

Main duties and responsibilities of the role:

Supporter engagement

·         Answering inbound telephone calls; responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials.

·         Managing email enquiries, either by responding or forwarding as necessary.

·         Responding to written enquiries received in the post.

·         Making outbound telephone calls in order to increase the value of, or to retain supporters; including thanking, obtaining Gift Aid declarations and reactivating lapsed donors.

·         Recording feedback received by the charity and assisting in the resolution of complaints.

·         Champion high quality supporter care, ensuring that all supporters and members of the public have an excellent experience when contacting the charity.

Donation processing, database and general administration

·         Processing donations from telephone calls and mailings, acknowledging supporters appropriately.

·         In Memoriam giving; sending out materials, processing donations and sending appropriate acknowledgements to donors, Funeral Directors, and the Next of Kin.

·         Regular giving; processing new Direct Debit instructions and Standing Order payments, amending and cancelling gifts as necessary.

·         Processing and thanking donations relating to regional fundraising and sporting events.

·         Ensuring the integrity of the database (currently Salesforce), by amending supporter details as necessary.

·         Opening and batching incoming post.

·         Updating team procedures as required.

·         Archiving, scanning and filing documents.

Other duties

·         To take personal responsibility for ensuring a good working knowledge of Alzheimer's Research UK when communicating with supporters. This will require attendance at marketing campaign briefings and other presentations and continuously building knowledge by taking the time to read daily news summaries, press releases and the employee intranet.

·         To recognise fundraising, engagement and retention opportunities when communicating with supporters using a range of initiatives to explain how donations positively contribute towards the cause.

·         To actively and enthusiastically promote supporter care at Alzheimer's Research UK and be willing to take part in various initiatives to help maintain this such as department updates and trainings and being involved in inducting new starters to Alzheimer's Research UK on the work of the Supporter Care team.

What we are looking for:

·         Experience of working in a customer facing role.

·         Experience of handling queries and complaints.

·         Confidence working with computers – good knowledge of Word, Excel, Outlook and CRM databases.

·         Excellent written and spoken communication skills.

·         Engaging and professional telephone manner.

·         Ability to work with a high level of accuracy and attention to detail.

·         Good organisational skills and the ability to prioritise workload.

·         Professional and hard-working team player.

·         Outgoing, enthusiastic and able to remain calm under pressure.

Additional Information:

Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals.  This includes when attending the office for various meetings/events.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD. 

Salary: Circa £22,000 per annum, plus benefits

Please download the Vacancy Pack on our website for more information.

The closing date for applications is the 30th March 2025, with interviews being arrange once shortlisting has been completed. Please indicate in your covering letter if you are unable to attend an interview on a certain date. We would encourage you to submit your application at the earliest opportunity, as on occasion we may have to bring forward the interview date and/or the closing date based on the needs of the business. Although a possibility, this will only happen in exceptional circumstances. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential.  We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.  Any offer of employment is however subject to you having the right to work in the UK.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in our selection process, we will handle your CV and application with the utmost confidentiality. While we strive to anonymise your CV where possible, there are certain sections, such as the application question, that cannot be fully anonymised. We kindly ask that you remove any personal information, including your name, when answering the application question. The hiring panel will not have access to your personal details, such as your name and address, until you are invited for an interview. Should you require any adjustments at either the application or interview stage, please contact us via our website.

How to apply: Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.

About Alzheimer's Research UK: Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure.  Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope. 

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer's Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure. 

In 2024, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises 'World Class' levels of workplace engagement. This is the second consecutive time; we have been awarded a Best Companies 3-star accreditation.

We were also listed in the prestigious Best Companies lists:

·         18th in the 100 Best Large Companies to Work For in the UK.

·         10th in the 50 Best Companies to Work For in the East of England.

·         2nd in the 30 Best Companies to Work For in the Charity Sector.

In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.

In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.

In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge. 

ARUK really does look after its people, where you will be able to add value and make a difference. 

To view further details about working for us and the benefits we offer, please visit Alzheimer's Research UK