Supporter Experience Executive

3 weeks ago

Rugby, United Kingdom The Air Ambulance Service Full time

**Role overview**

**Supporter Experience Executive**

**The Air Ambulance Service**

**Salary £21,000 per annum**

**Permanent**

**Hours: 37.5 hours a week**

**Location: Hybrid working between home and our Rugby Head Office.**

**Closing Date: 17th April 2023**

Are you passionate about giving our supporters an outstanding experience, demonstrating excellent customer service and showing full appreciation of their support? If so, this could be the role for you.
- Here at The Air Ambulance Service, we know that we wouldn’t be able to deliver our lifesaving and life changing services without the loyal commitment of our supporters, volunteers and team members. We are looking for a passionate and enthusiastic individual who cares about putting supporter experience at the heart of our income generating activities.

**A little about us**
- The Air Ambulance Service operates the national Children’s Air Ambulance and the local air ambulance services for Warwickshire, Northamptonshire, Derbyshire, Leicestershire and Rutland. Our vision is clear. To ensure children grow into adults, for adults to live longer and for families to stay together, as bereavement through trauma becomes rare.
- Each of our services works tirelessly to save lives and alleviate sickness, wherever and whenever possible. We are at the forefront of innovative clinical care and we challenge boundaries. None of this can be achieved without a hugely dedicated team of colleagues, volunteers and the general public.

**Job Purpose**

This role will provide a first-class response to the organisation's supporters via all channels of communication, dealing with their enquiries or complaints efficiently and responsibly. The role will manage multiple mailboxes, obtain and evaluate relevant information, and maintain supporters contact records in the database. The Executive will develop rapport with supporters to increase their loyalty to the cause and retain or increase their support, process donations and provide administrative support to all fundraising campaigns and events.**Key Responsibilities**
- Ensure all supporter contact is dealt with politely, efficiently, and responsibly within agreed SLAs
- Log valuable information gleaned from our supporter contact via the Feedback System in the case of compliments, complaints or dissatisfactions to respective stakeholders; be it positive feedback or complaints to ensure continuous improvement
- Ensure new supporters are processed and welcomed and placed onto the most relevant supporter journey
- Deliver fulfilment of thank you letters, fundraising materials and supporter journeys are delivered within agreed SLAs
- Support Senior Supporter Experience Executives and the Supporter Experience Manager to introduce and design best practice business processes aligned to a fast-paced environment, aiming to deliver great supporter experience

**Compliance Responsibilities**
- H&S
- Safeguarding
- Data Protection
- EDI
- Quality
- Fundraising Regulator Code of Practice

**Person Specification**
- Customer service experience
- Experience of using Microsoft 365
- Knowledge of customer/supporter experience principles and practices
- Comfortable working in a changing, dynamic environment
- Knowledge of data protection principles

Working for The Air Ambulance Service entitles you to a great benefits package which includes the following:

- Company pension after qualifying period
- 22 days holiday a year plus all Bank Holidays and paid ‘Birthday Leave’ day each year
- Christmas and New Year closure to ensure everyone can enjoy a well-deserved rest (3 additional days that do not come out of your allowance)
- Flexible working hours between 8:00am - 6:00pm - Monday - Friday. Core working hours are 10-3. (30mins lunch)
- The Air Ambulance Service Charity Stores discounts
- Two days paid volunteering days each year to enable you to support a charitable organisation/community project of your choice
- Access to a dedicated confidential assistance hotline
- Blue Light Card membership
- Eye Care voucher
- Company sick pay upon eligibility (6 months service)

**Environment**
- TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice.
- As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding,

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