Senior Supporter Care Officer

7 months ago

Cambridge, United Kingdom Alzheimer's Research UK Full time

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 Senior Supporter Care Officer (SSCO) works alongside the rest of the team ensuring that everyone who contacts the charity receives excellent service in order to maintain supporter satisfaction, and to generate the maximum amount of income for dementia research. This role supports the team with projects both within and outside Supporter Care and works with two other Officers to oversee team workload. This includes enquiry handling and donation processing, providing training and advice, and providing cover during absences. This is a line management position, responsible for 2-3 Supporter Care Executives, supporting and enabling them to succeed in the delivery of their roles. The SSCO reports to the Senior Supporter Care Manager (SSCM) and ensures that the team provide an efficient and a first-class supporter experience for the charity.

We are looking for two Senior Supporter Care officers to cover periods of maternity leave. These roles will be available on 12-month fixed term contracts, or on return of the substantive post holder.

**MAIN DUTIES & RESPONSIBILITIES**:
**Supporter engagement**
- Champion high quality supporter care, ensuring that all supporters and members of the public have an excellent experience when contacting the charity.
- Support the team Executives with inbound telephone calls. This involves advising on a wide range of enquiries including campaigns, donations, fundraising events, and requests for materials, and ensuring the team are briefed in advance on all upcoming activity.
- Act as the first point of contact for the resolution of complex queries and complaints, escalating to the SSCM as necessary.
- Support the team in promoting fundraising, engagement and retention opportunities when talking to supporters using a range of initiatives to explain how their donations positively contribute towards the cause.
- Assist the SSCM with monitoring performance of external response handling agencies and suppliers, routinely visiting the site to ensure quality standards are being met and issues are resolved.

**Donation processing and database administration**
- Ensure all donations are accurately processed and acknowledged using the database (Salesforce), and within our service-level agreements.
- Assist with the reconciliation of Salesforce and our financial accounts, completing audit checks as required.
- Ensure the integrity of Salesforce by amending supporter details as necessary.
- Ensure that tasks such as mid-value thanking, and vulnerability checks to improve engagement and maximise income are carried out by the team and correctly recorded.
- Ensure formal guidelines and best practice are adhered to in relation to Direct Debits, Gift Aid and the Data Protection Act.
- Look at ways to utilise and maximise the benefits of Salesforce to improve things such as reporting and efficiency.

**Team leadership**
- Line management of Supporter Care Executives to ensure goals and personal development plans are in place, carry our regular 1-1 meetings and appraisals.
- Deputise for the SSCM, assuming full responsibility for the team in their absence.
- Assist in managing the day-to-day work of the Supporter Care team. This will include managing supporter enquiries, donation processing, outbound calling, and ensuring telephone cover is in place.
- Assist the SSCM as required with any projects involving Supporter Care and be the team representative on some cross functional projects.
- Create and deliver training plans for new team members.
- Compile routine reports including all feedback received by the charity.
- Creating and updating team procedures as required.

**WHAT WE ARE LOOKING FOR**:

- Experience of working in a customer facing role within an office environment.
- Experience of handling complex complaints and queries.
- Confidence working with computers - good knowledge of Word, Excel, Outlook and CRM databases.
- Excellent written and spoken communication skills.
- Exceptional 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.

  • Senior Supporter Care Officer

    2 weeks ago

    Cambridge, United Kingdom Fill Your Specialist Role Full time

    The Supporter Care team is often the first point of contact in the charity for supporters, potential donors and members of the public. As one of two Senior Supporter Care Officers you are responsible for ensuring that everyone who contacts the charity receivesan excellent standard of supporter care in order to maintain supporter satisfaction, and to generate...

  • Senior Care/support Worker

    2 weeks ago

    Cambridge, United Kingdom Future Care Solutions Full time

    We are looking to recruit a Senior Care/Support Worker and a Care Co-ordinator (two days a week in the office). The roles may be combined. **The Role of Senior Care/Support Worker** Will work to provide excellent standards of care to our clients whilst also acting as a source of support and a role model to the Care/Support Worker team. Your hours of work...

  • Senior Programme Support Officer

    3 weeks ago

    Cambridge, United Kingdom Cambridgeshire and Peterborough NHS Foundation Trust Full time

    Applications are invited for this exciting role with the ARC East of England. We are looking for a Senior Programme Support Officer to join our core team. The main tasks involve supporting the ARC Business and Operations manager and Deputy to ensure the ARC strategy is managed successfully at an operational level by leading on our communications strategy,...

  • Senior Care Assistant

    2 weeks ago

    Cambridge, United Kingdom Hallmark Care Homes Full time

    **_Join Hallmark Care Homes today to be a part of a team providing exceptional care and support to the residents at Arlington Manor_** **_ Why chose a career with Hallmark Care Homes?_** As a Senior Care Assistant at a Hallmark Care Homes, you’ll look after the different needs of our residents to enable us to deliver quality, person-centred care and...

  • Care Support Assistant

    4 weeks ago

    Cambridge, Cambridgeshire, United Kingdom Komplex Care Full time

    Job DescriptionWe are seeking a compassionate and dedicated Care Support Assistant to join our team in the Cambridgeshire area.About the Role:Promote the independence, dignity, and well-being of clients with complex care needs.Assist with daily living activities, including personal care, meal preparation, and household tasks.Work collaboratively with...

  • Senior Care Bank

    3 weeks ago

    Cambridge, United Kingdom Care UK Residential Care Services Full time

    You You’re a caring person with a can-do attitude. You already have experience supporting older people, ideally including those with dementia. You’ve got the confidence to lead a care team and act as champion for the safety and dignity of residents. You have a good understanding of care planning with a Level 3 vocational qualification in Health and...

  • Senior Care Assistant

    7 months ago

    Cambridge, United Kingdom Hallmark Care Homes Full time

    As a Senior Care Assistant, you will be responsible for leading, managing and supporting a care team to ensure a high quality of care and service is provided to all residents at all times. You’ll play a key part with care delivery in the home, the Senior Care Assistant will provide and ensure the highest standards of care are achieved in all areas of the...

  • Senior Care Assistant

    8 months ago

    Cambridge, United Kingdom Hallmark Care Homes Full time

    Hallmark Care Homes is a family-run provider of care homes across the UK, we understand the importance of nurturing relationships and so all of our care is centred around family values. We have 20 care homes across the country, filled with innovative facilities and supported by a dedicated care team for a comfortable stay alongside the highest quality care...

  • Senior Care Assistant

    7 months ago

    Cambridge, United Kingdom Athena Care Homes (UK) Limited Full time

    **_As a Senior Care Assistant at Langdon House Care Home, you will be responsible for leading, managing and supporting our care team who are passionate about delivering making moments for our residents and delivering high quality care._** **About Langdon House Care Home**: Langdon House is an exceptional residential care home in Cambridge. At Langdon House...

  • Senior Programme Support Officer

    2 weeks ago

    Cambridge, United Kingdom Cambridgeshire and Peterborough NHS Foundation Trust Full time

    Applications are invited for this exciting role with the ARC East of England. We are looking for a Senior Programme Support Officer to join our core team. The main tasks involve supporting the ARC Business and Operations manager and Deputy to ensure the ARC strategy is managed successfully at an operational level by leading on our communications strategy,...

  • Senior Accommodation Support Officer

    7 months ago

    Cambridge, United Kingdom Seetec Full time

    We’re recruiting a Senior Accommodation Support Officer to provide support to our established team as they assist our participants with their housing needs through effective interventions. Our team of Accommodation Support Officers work with a caseload of adult males within the criminal justice system, in either a custodial or community setting. As a...

  • Teaching Support Officer

    3 weeks ago

    Cambridge, United Kingdom College of West Anglia Full time

    **Salary: £19,124- £19,457 per annum** **Post Ref: POSN001322** **Hours: 37 hours per week** **Days: 5 days to cover from Monday - Sunday on a weekly rota basis** **Base: Cambridge** **This is a temporary post to cover maternity leave.** Looking for something different? This is a unique opportunity to work in a fantastic department at The College of...

  • Night Senior Care Assistant

    7 months ago

    Cambridge, United Kingdom Saxon Manor Care Home Full time

    Your career progression as a** Night Senior Care Assistant** could be right around the corner at **Saxon Manor Care Home **in **Godmanchester**. The home is looking for an experienced team member like you to deliver high quality care to our residents and bring a smile to their faces every day.** **This is your opportunity to shine and really make a...

  • Senior Care Worker

    7 months ago

    Cambridge, United Kingdom Availl Full time

    **Senior Care Assistant - Required in Cambridge - Community and Office Based Role.** **£23,000** **Monday - Friday, 08:45 - 17:30** **(including on call duties 1 in 3 evenings a week and 1 in 3 weekends)** Availl is a leading care provider supporting clients across the East. We have been established for 16 successful years. An exciting opportunity has...

  • Care Support Worker

    4 weeks ago

    Cambridge, Cambridgeshire, United Kingdom Bluebird Care Full time

    Role OverviewWe are seeking a caring and dedicated Care Support Worker to join our team in Cambridge. As a Care Support Worker, you will play a vital role in providing high-quality care and support to our customers in their own homes.Job DescriptionIn this rewarding role, you will be responsible for delivering personalized care and support services to our...

  • Care Team Lead

    7 months ago

    Cambridge, United Kingdom Hallmark Care Homes Full time

    Hallmark Care Homes is a family-run provider of care homes across the UK, we understand the importance of nurturing relationships and so all of our care is centred around family values. We have 20 care homes across the country, filled with innovative facilities and supported by a dedicated care team for a comfortable stay alongside the highest quality care...

  • Senior Care and Support Worker

    2 weeks ago

    Cambridge, Cambridgeshire, United Kingdom Excelcare Holdings Full time

    About UsExcelcare Holdings is a family-owned care home group established for over 34 years. We pride ourselves on providing high standards of care to older people with various needs, including dementia, physical disabilities, and mental health issues.We're looking for a Senior Care and Support Worker who shares our values of compassion, reliability, and...

  • Care and Support Professional

    3 weeks ago

    Cambridge, Cambridgeshire, United Kingdom Voyage Care Ltd Full time

    Care and Support ProfessionalAt Voyage Care Ltd, we strive to provide the highest level of care and support to our service users in their homes.We are committed to delivering exceptional care, and we believe that our Support Worker role is a fantastic opportunity for individuals who share this passion.The estimated salary for this role would be approximately...

  • Business Support Officer

    2 weeks ago

    Cambridge, United Kingdom NHS England and NHS Improvement Full time

    Due to the current post holders going on maternity leave, the Regional Direct Commissioning Directorate are seeking two experienced Band 5 Business Support Officers to work within the Business Office function. The Direct Commissioning Business Office provides a comprehensive business support function for the Direct Commissioning Senior Team. These roles...

  • Care and Support Professional

    4 weeks ago

    Cambridge, Cambridgeshire, United Kingdom Voyage Care Ltd Full time

    **Job Summary:**Voyage Care Ltd is seeking a highly motivated Support Worker to join our team in Cambridge. As a Support Worker, you will play a vital role in supporting individuals with their daily lives, promoting independence and dignity.**Key Responsibilities:**Provide person-centered support to service users, including assisting with daily living tasks...