Supporter Care Administrator

Supporter Care Administrator

Job Description

Salary £23,809.50

Hours 37.5 hours (with occasional evenings and weekends as required)

Responsible to Fundraising Office manager

Accountable to Head of Fundraising

Overgate Hospice is an independent charity with a mission to ensure that patients and those close to them live with the best possible quality of life. This is enabled by provision of the highest standard of compassionate and evidence-based specialist palliative and end of life care for adults in Calderdale who have active, progressive life limiting illness.

However, the current constraints of our ageing facilities are making this more difficult than ever. Our ambitious redevelopment plans will modernise and expand our existing facilities to transform the environment in which we care for our patients, as well as meaning we can care for more people who need us. In April 2024, Overgate Hospice launched a capital appeal, the Big Build Appeal, to raise the funds needed to make these transformational plans become a reality.

Job Summary

As the Supporter Care Administrator, you will be the first point of contact for supporters of Overgate Hospice, providing a warm, professional welcome to callers and visitors. You will help ensure every supporter receives excellent customer service and feels valued in line with the Hospice's core values.

You will handle incoming calls, respond to enquiries, and receive donations at reception. Alongside this, you will accurately maintain supporter records, process payments, reconcile online donations, and support the thanking of donations. You will also assist with administrative tasks linked to the Fundraising Team's activities, including the Lottery, Memory Tree, and data preparation for appeals and campaigns.

With strong attention to detail and good organisational skills, you will contribute to maintaining high-quality data and provide essential admin support to the wider Fundraising Team.

Minimum / Experience Required

At least 1 years' experience of working in a busy office environment.

Must be educated to GCSE level, with Grade C or above in Maths and English, or equivalent qualification.

Duties and responsibilities

Answering telephone calls to the Fundraising office, dealing with enquiries in an efficient and timely manner and ensuring that every caller has a positive experience.

Administrative tasks for the Overgate Hospice Lottery, including updating participant records, processing payments, uploading player lists and ensuring regulatory compliance.

Coordinate and manage administrative tasks related to the Memory Tree, including recording dedications and passing information to fundraisers to arrange dedications.

Maintain the fundraising database in an accurate and timely way, ensuring relevant processes are followed and GDPR regulations are adhered to.

Develop and accurately maintain the administrative systems associated with the Overgate Hospice Lottery to maximise the income potential.

Production of mailing lists from the database to allow the Fundraising Team to contact supporters about upcoming or current events and campaigns, including the cleansing of this data to ensure that all correspondence contains the correct information.

Maintain and update volunteer records within Donorflex, ensuring information is current and correctly recorded.

Support the processing of monthly gifts including card payments and standing order payments.

Generate and issue invoices and receipts for donations and events, ensuring timely and accurate tracking.

Provide administrative support for the management and organisation of collection tins and tubs, including tracking, distribution, and recording returns.

Ensure appropriate documentation is maintained for all fundraising income streams.

Alert fundraisers to apparent trends, changes or issues relating to income as appropriate.

Meet and support donors at the Hospice reception, receiving donations in a professional and compassionate manner and offering any necessary assistance.

Record and prepare minutes for meetings as requested.

Undertake the necessary training for professional and personal development.

Provide administrative support to the Fundraising Office Manager including correspondence and coordination of materials for fundraising appeals and events.

Assist the Fundraising Office Manager and Senior Database Administrator with data queries, reporting, and system maintenance tasks, including database cleanses and updates.

Provide administrative support to the wider administrative team, ensuring efficient and accurate completion of routine office tasks.

Work confidently within a hospice environment, managing the emotional impact of conversations relating to loss, end-of-life care, and memorial donations.

This post involves occasional weekend and evening work to fully support the fundraising function, for which time off in lieu will be given.

Fundraising Team Duties and Responsibilities

Maximise Income.

Work towards a team target.

Ensure financial donations are processed and recorded correctly.

Ensure the gift aid scheme is promoted and encouraged.

Maintain full and accurate records for each fundraising initiative.

Customer Service.

Ensure that customer service is professional and supports the ethos of the Hospice.

Support and advertise Hospice events, campaigns and awareness issues.

Ensure that communications with supporters regarding dedications, tributes, or memorials (such as the Memory Tree) are handles with compassion and professionalism.

Build relationships with supporters.

Promote the role of the charity in the community.

Ensure professional and friendly service is given at all times.

Accept all donations politely and professionally.

Utilise the fundraising Donorflex system to ensure all supporter details are recorded and maintained.

Any other activity as reasonably requested by your Line Manager.

Audit and Research

Work within all legal frameworks including but not exclusively; Institute of Fundraising, Charity Commission, Hospice Income Generation Network, Charity Retail Association and Volunteering England.

Overgate General Duties and Responsibilities

Overgate Hospice is a no smoking organisation.

The employee must maintain a safe working environment in accordance with Overgate Hospices Health and Safety policies & abide by the Health and Safety at Work Act

The employee must complete mandatory training.

The employee must ensure that they comply with all Hospice policies and procedures at all times & participate in the development and implementation of Hospice policies.

The employee must be actively involved in Hospice Governance and support the audit cycle.

The employee must always maintain strict confidentiality, applying to all aspects of Hospice business and work within the guidelines of the Data Protection Act.

Employees must demonstrate commitment to their own personal development and are required to make a positive contribution to fundraising and raising the profile of the Hospice locally and nationally.

Employees must adhere to the Hospice's Standards of Behaviour Framework in all aspects of their work.

Work closely with the Volunteer Services Coordinator as appropriate to ensure that any volunteers are supported in their roles, addressing any issues as they arise.

Use all Hospice resources economically and cost effectively.

This job description is not exhaustive and will be subject to periodic review. The employer and the employee share responsibility to review and amend it as appropriate.

SAFEGUARDING

All Hospice staff are required to act in such a way that at all times safeguards the health and well-being of children and adults at risk. Familiarisation with and adherence to the hospice safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.

VALUING DIVERSITY AND EQUALITY

All employees should carry out their duties in accordance with the values and principles of valuing diversity and equity of provision. It is the responsibility of all employees to support the Hospice vision of promoting a positive attitude to diversity and equality of opportunity, to eliminate discrimination and disadvantage in service delivery and employment, and to manage, support or comply through the implementation of the Hospice's Equal Opportunities Policy.

PERSON SPECIFICATION

Qualifications and Training **

Essential

Educated to GCSE level, Grade C or above, in English and Maths

Experience & Knowledge

Essential **

At least 1 years' experience of working in a busy office environment

Experience of working to timescales and deadlines

Experience of representing an organisation in a professional manner

Experience of using a database

Experience of multitasking and working effectively whilst managing interruptions and distractions

Experience of managing own workload and working under minimal supervision

Desirable **

Experience handling direct supporter communications relating to memorials or dedications

Experience of managing staff and volunteers

Experience using fundraising computer packages i.e. Donorflex.

Knowledge of the local area

Skills/Abilities

Essential **

Excellent written communication skills

Excellent attention to detail

Excellent organisational skills

Good timekeeping

Excellent interpersonal skills

Computer literate and proficient in the use of Microsoft Office suite of programs

Ability to communicate verbally to a wide range of audiences

Ability to work in a team which includes volunteers

Ability to maintain confidentiality

Comfortable working with numerical data and producing financial documentation such as invoices and receipts

Desirable **

Ability to work flexible, occasionally unsocial, hours

Personal Attributes

Essential

Understanding of, and empathy with, a hospice environment

Emotional resilience when supporting callers and visitors who may be distressed, bereaved, or experiencing difficult circumstances.

Ability to deal with conflicting demands and pressures

Team player who earns the trust and respect of colleagues

Positive professional approach and image

Commitment to the purpose and values of Overgate Hospice

Emotional Resilience

Job Types: Full-time, Permanent

Pay: £23,809.50 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• Life insurance
• On-site parking

Work Location: In person