Supporter Care Officer

4 weeks ago

London, United Kingdom The Mayhew Animal Home Full time

**Contract length**: Permanent

**Location**:North West London

**Hours per week**:35, hybrid working with a minimum of two days in the office

**Salary**: £26-29k depending on experience

At Mayhew, we believe every dog and cat deserves expert, personalised care and support, and to be loved. If you’re passionate about animal welfare and ready to make a difference, then join our dedicated team of around 80 staff and 150 volunteers. We’re here for dogs, cats and communities in the UK, Afghanistan and Georgia. We offer expert veterinary care, rescue and rehoming services, programmes in the community and guidance and support to improve the lives of dogs and cats in need.

As our Supporter Care Officer, you’ll play a vital role in our Fundraising Team, ensuring excellent customer experiences for our valued supporters.

This role involves managing the in-house supporter care function, which includes processing all incoming mail and phone donations, thanking of donations, database updates, and response handling of all supporter enquiries. You’ll be instrumental in nurturing lasting relationships that enhance supporter engagement and drive future income to support our mission.

We need a dynamic individual with experience in managing multiple enquiries, strong organisational skills and a track record of cultivating effective relationships with varied audiences. You will excel in providing timely and warm communications that leave supporters feeling appreciated and valued. This role requires a strong multitasker who consistently meets deadlines.

We are looking for someone who shares our ambitions to grow income significantly over the coming years, and face into challenges and opportunities along the way.

The post holder will be joining Mayhew at an exciting time. Ambitious plans are in development to raise Mayhew’s profile and deliver our strategic objectives over the coming years so we can broaden reach and deepen impact for dogs, cats, pet owners and communities. We feel the urgency of soaring demand for our vital work and feel relentless in our commitment to rise to meet it. We work in a contemporary and flexible way, always supporting one another to take opportunities and to manage competing priorities so we can achieve our objectives. We are looking for someone who is as committed to dogs and cats in need as we are, and who thrives in this working style.

**Generally, you will**:

- Accurately process all incoming postal and phone donations, and deliver prompt thank you letters that make donors feel valued and appreciated.
- Provide regular reporting for individual giving income across multiple channels.
- Manage the renewals process to retain individual donors participating in our sponsorship and membership programmes.
- Maintain accurate donor records and interactions in our CRM system, Raisers Edge.
- Ensure that existing and prospective donors feel appreciated, valued, and inspired to continue supporting Mayhew.

**To be successful in this role, you will**:

- Have a proven and successful track record of delivering excellent customer experiences.
- Have experience processing donations, handling supporter requests and juggling multiple projects.
- Have demonstrable ability to be polite and tactful when dealing with donors, including when handling complaints.
- Be organised: able to multitask and prioritise workload, including organising and planning daily and weekly activities to meet deadlines.
- Be positive and enthusiastic: willing to go above and beyond at key times.

If you share our passion for helping animals in need and thrive in a collaborative, proactive environment, we want to hear from you Join us on our mission to make the world a better place for dogs, cats, pet owners, and communities.

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