Supporter Experience Assistant

3 weeks ago


Hitchin, United Kingdom The Professional Fundraiser Full time

**Supporter Experience Assistant**

We are looking for a passionate and enthusiastic individual to join our warm and friendly Supporter Experience Hub.
This role is all about personality, conversation and making every one of our fantastic charity supporters feel special as you'll be speaking with members of the public who have agreed to make a regular donation.

You'll play an important part in the supporter journey, phoning all new supporters to thank them for their gift, confirm their donation details, and ensure that our fundraising team adhered to all relevant compliance. You will also speak to potential supporters who have registered an interest in donating and help them with the sign-up process.

This is a fantastic and exceedingly enjoyable customer experience role, and in phoning to thank people for their support to the charity, it is important that you too are sympathetic towards the work and the values of the charity clients we represent.

**Key Duties**:

- Phone new supporters to thank them for their donation and generosity.
- Provide a first-class customer experience to new supporters, engaging on every call in a polite and professional manner.
- Ensure that all new supporters are provided with accurate details about the charity and the nature of their donation.
- Provide information, support and feedback, together with helpful and responsive actions when required.
- Contact potential supporters and guide them through the sign-up process.
- Respond to inbound supporter calls in a prompt, efficient and helpful manner.
- Work as part of a team that champions an excellent customer experience.
- Ensure the security and confidentiality of donations and data, complying with General Data Protection

Regulation.
- Provide feedback to our Head of Fundraising, raising any quality or compliance concerns.

**Person Specification**:
Essential
- Friendly, with a good sense of humour and a polite, professional manner.
- Confident and self-motivated.

**Contract Information**:
Salary and Benefits:

- Salary £10.35 per hour
- 22 days annual holiday entitlement (not including bank) increasing to 27 days upon length of service (pro rata)
- Pension contribution
- Birthday off paid
- Paid time off for Christmas shutdown
- Beautiful countryside office location and free parking
- Personable and friendly company with a dedicated and hardworking team and vibrant culture

Contract Terms:

- Permanent role
- Office based in Stotfold SG5
- Part-time, minimum 10 hours per week, up to 30 hours per week
- Shifts available between 10:30 am and 8:00 pm, Monday to Sunday - tell us what hours you want and we’ll design your timetable around you

**Equal opportunities**:
At The Professional Fundraiser, we know that our diversity makes us stronger, and we’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. If you’ve got the personality, drive, experience, and passion to fit into our team, that’s all we care about, and we’re proud that every individual in our business is valued and cherished equally.

**Job Types**: Part-time, Permanent

**Salary**: From £10.35 per hour

**Benefits**:

- Additional leave
- Flexitime
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- Flexitime
- Monday to Friday
- Weekend availability

Work Location: Hybrid remote in Hitchin



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