Stewardship Officer X2

7 months ago

London, United Kingdom Social Mind Full time

Job description

We are looking for **2x Stewardship Officers **responsible for the day to day delivery of best in class supporter experiences for our charity partners.

You will ensure that we are continuously providing the best possible supporter care as the voice of our charity clients, by responding to supporter queries across multiple channels, as well as supervising and coaching our team of Community Moderators.

**Background**

Social Mind is an innovation agency that designs, builds and drives successful fundraising experiences. From product innovation, journey design and campaign builds to virtual event management, we support charities in delivering successful campaigns at scale.

Our fundraising platform, Social Sync, aims to revolutionise the sector with integrated social fundraising campaigns and behavioural, omni-channel supporter journeys. We empower charities to raise more money through integrated Facebook and white label fundraising pages, build stronger relationships with sophisticated personal journeys, and we unlock the supporter’s potential with meaningful insights.

**The Role**

The Fundraising Stewardship Team is responsible for the day to day delivery of best in class supporter experiences for our charity partners.

As well as this, you will provide basic tech support and use your initiative working autonomously to take ownership of solving problems.

Reporting into our Stewardship Manager you will work across both our digital agency, Social Mind, and our software product, Social Sync, to ensure that all of our charity partners and their supporters receive personal, bespoke communications to maximise event and campaign fundraising.

You will be expected to understand and match our clients social media tone of voice, and elevate supporter contact beyond the transactional in order to positively lift event KPIs and financial fundraising targets.

**Key Responsibilities**
- Fundraising
- Advise and coach supporters on best practice to maximise revenue potential and positively impact campaign KPIs.
- Lead on stewardship and community management activities that maximise fundraising opportunities.
- Supporter Experience
- Respond to high volumes of supporter enquiries via multiple channels within our agreed SLAs.
- Deliver an authentic in-house supporter experience and bring our charity partners’ social media tone of voice, brand and principles to life in every interaction you deliver.
- Work proactively to optimise future experiences for all supporters by identifying opportunities for improvement.
- Ensure every supporter has an excellent experience providing first time resolution where possible. When that is not possible you will take ownership of escalating the question, keeping the supporter informed with timely updates and managing the issue to its conclusion.
- Follow safeguarding protocols to protect the wellbeing of supporters taking part in events, escalating as and when required.
- Troubleshooting
- Provide solutions that deliver successful outcomes to individual supporter enquiries.
- Provide front line support on our fundraising platform, Social Sync.
- Quality Assurance
- Support Stewardship Manager by providing supervision and coaching to our team of Community Moderators.
- Responsible for regular Quality Assurance checks and feedback to our team of Community Moderators.

**Skills and Knowledge**
- Experience of delivering outstanding supporter experiences.
- Experience of providing supervision or coaching.
- Ability to internalise our charity partners’ message and deliver genuine supporter experiences.
- Meticulous attention to detail.
- Exceptional use of communication software.
- Exceptional communication skills.

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