Supporter Relations Officer

7 months ago

Chippenham, United Kingdom WDC, Whale and Dolphin Conservation Full time

**Job Summary**

Reporting to the Head of Supporter Relations and Facilities management, you will provide excellent customer service to our amazing supporters and the public from the beginning of their journey with WDC as well as delivering a positive customer experience through efficient processing of donations, and adoptions, whilst maintaining an accurate supporter database.

This is an office based (Chippenham) part time role - 4 days a week (28 hours)

Main responsibilities include.
- **Supporter communications and fulfilment**:

- To be the first point of contact for queries from supporters and the public about WDCs work and to work closely with the wider team to respond.
- To process and, when appropriate, to acknowledge the receipt of online and postal donations.
- To prepare and mail fundraising information such as adoption and regular giving packs, event information, renewal letters/certificates, various newsletters, and other relevant information as required.
- To keep a log of complaints, supporter feedback and post received and where necessary to provide feedback to the relevant departments.

**Maintaining the fundraising database & income processing**:

- To data capture all WDC income, enter and code this income on the fundraising database and thank within agreed timescales, in line with agreed procedures.
- To accurately maintain supporter records on the database ensuring that they are updated and maintained correctly.
- To import data from various sources such as the WDC website, internal departments, and external agencies.
- To work closely with the database team to report any issues and to ensure accuracy.
- To record and update non-financial information provided by supporters, such as Gift Aid declarations, data protection and other personal information in line with relevant legislation.

**4. Administrative support**:

- To undertake general administrative duties to include opening and processing of post, preparation of outgoing mail, scanning documents, maintaining effective filing systems, and maintaining stock levels of office and fundraising supplies and materials.
- To provide administrative support to the Fundraising team such as writing thank you cards to supporters,
- To provide general administrative support across WDC as required by the Head of Supporter Relations.

**5. Compliance**:

- Always ensure compliance with legislation such as Gift Aid, data protection, fundraising codes of practice and all other internal requirements.

**6. Other responsibilities**
- Enable the Head of Supporter Relations to fulfil his/her required functions and ensure that they receive appropriate and timely information on all relevant matters.
- Provide support to WDC office volunteers and assist with the production of our volunteer newsletter.
- Work closely with other teams to ensure a good knowledge of the organisations programmes.

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