Patient Engagement Specialist

4 weeks ago

London, Greater London, United Kingdom Guy's & St Thomas' Foundation Full time
About Us

Guy's & St Thomas' Foundation is a vibrant and ambitious fundraising team dedicated to making a significant impact in the lives of patients. Our team is passionate about innovative fundraising initiatives that support groundbreaking research, capital projects, and essential patient care.

Job Description

This role will play a crucial part in ensuring excellent customer service across our charity brands. As the first point of contact for supporters, you will efficiently handle a wide range of essential activities, such as donations and complaints, while maintaining accurate records in our fundraising database (Raiser's Edge).

Key Responsibilities
  • Customer Care:
    • Act as the initial contact for supporters via email, telephone, and post, providing outstanding customer service.
    • Address complaints sensitively and proactively, always adhering to policies and procedures and ensuring all details are added to the fundraising database (Raiser's Edge).
    • Escalate complaints promptly to both internal and external stakeholders to ensure resolutions can be provided within our SLA and policy.
    • Accurately record all interactions with donors and supporters in the fundraising database (Raiser's Edge).
    • Handle and process donations and setting up direct debits over the phone.
    • Ensure all acknowledgement letters are kept up to date with accurate information and branding.
    • Support the Gift Processing team to thank donors promptly within agreed timelines and ensure all communications are added to the fundraising database (Raiser's Edge).
  • Delivering Processes:
    • Follow step-by-step processes for managing data in MS Excel which support our database team in their imports to the fundraising database (Raiser's Edge).
    • Keep all process documentation up to date and report discrepancies to the database team.
    • Writing up process documentation and occasionally training others to follow them.
    • Build strong relationships with the Gift Processing team to support their work in improving donor care.
    • Build good working relationships with external suppliers, especially face-to-face fundraising agencies ensuring they meet our standards of supporter care and promptly report issues to the Individual Giving team.
    • Support the events team during busier seasons and help to manage increases in activity.
  • Strategic Contribution:
    • Work collaboratively across the organization to align with strategic aims and ensure supporter care remains central to all activities.
    • Contribute to Supporter Care led projects as needed.
    • Contribute to our Diversity, Equity, and Inclusion action plan to uphold our DEI principles.
    Requirements
    • A highly motivated individual with excellent IT skills, particularly in using MS Office (Excel, Word) or similar.
    • Experience using databases to manage customer relationships.
    • Familiarity with Raiser's Edge or similar fundraising databases.
    • Skillful in handling sensitive inquiries and complaints with professionalism, focusing on procedures and escalation when necessary.
    • Excellent communication and interpersonal skills.
    • Able to work accurately and efficiently in a fast-paced environment.
    • A commitment to upholding our standards of diversity, equity, and inclusion.

We offer a competitive salary of £38,000 - £42,000 per annum, depending on experience, and a comprehensive benefits package including pension scheme, life assurance, and annual leave entitlement. This role offers the opportunity to make a significant difference in the lives of patients and contribute to a dynamic and supportive team.

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