Supporter Relations Coordinator

2 weeks ago

Waterlooville, Hampshire, United Kingdom Islamic Relief Full time
Job Description

Job Title: Supporter Relations Coordinator - Community Engagement Specialist

Job Summary:

We are seeking a highly skilled and experienced Supporter Relations Coordinator to join our team at Islamic Relief. The successful candidate will be responsible for managing the frontline supporter relations function, ensuring that supporter care is provided to the highest standards. This will involve managing the enquiries switchboard and phone enquiry system, administering the entry of data on the fundraising database, and processing donations, updating supporter details, and maintaining supporter records.

Key Responsibilities:

  • Manage the frontline supporter relations function, ensuring that supporter care is provided to the highest standards.
  • Manage the enquiries switchboard and phone enquiry system, responding to supporter inquiries in a timely and professional manner.
  • Administer the entry of data on the fundraising database, ensuring that all supporter information is accurate and up-to-date.
  • Process donations, update supporter details, and maintain supporter records, ensuring that all data is secure and compliant with data protection regulations.
  • Develop and implement strategies to improve supporter engagement and retention, working closely with the fundraising team to achieve this goal.
  • Provide excellent customer service, responding to supporter inquiries in a timely and professional manner.
  • Work collaboratively with the fundraising team to achieve fundraising targets and goals.
  • Contribute to the development of fundraising strategies and plans, working closely with the fundraising team to achieve this goal.

Requirements:

  • Education to degree level or equivalent.
  • Well-developed communication skills for both verbal and written communications.
  • Excellent organisation skills, including a well-developed ability to plan and monitor a busy workload.
  • Able to work independently as well as collaboratively.
  • Able to take initiative.
  • Analytical and pro-active with strong problem-solving skills showing sound judgement.
  • Ability to work in a methodical manner with excellent attention to detail.
  • Good understanding of Direct Debits and the administration of gifts to BACS.
  • Excellent telephone manner and the ability to provide excellent customer service.
  • Able to remain positive and helpful when dealing with difficult enquiries.
  • Able to build, manage, and develop relationships within an organisation and across internal teams.
  • Results-focused, with an ability to plan and deliver against objectives.
  • Good standard of literacy and numeracy.
  • Excellent time management skills.
  • Proven experience of handling enquiries from the public in a high-volume environment.
  • Experience of working in a supporter or customer service environment.
  • Experience of people management, including carrying out performance reviews, 1:1 meetings, development, motivation, and effective management of performance issues.
  • Proven experience of managing a busy call centre during peak periods.
  • Demonstrable experience of processing income and compliance around data protection regulations.
  • Experience of working with sensitive data.
  • Proven experience and working knowledge of the Raiser's Edge database, with the ability to analyse data using complex queries.
  • Understanding of the gift aid scheme.
  • Experience of identifying key information and supporter insights.

What We Offer:

We offer a competitive salary and benefits package, as well as the opportunity to work for a leading humanitarian organisation. If you are a highly skilled and experienced Supporter Relations Coordinator looking for a new challenge, please apply for this exciting opportunity.

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