Supporter Care Administrator

The Supporter Care Administrator will work with the Supporter Care Coordinators in the delivery of the Charity’s stewardship with supporters and donors.

Reporting to the Individual Giving & Development Manager, you will ensure excellent customer service is provided to all MAAC supporters, including committed givers, cash supporters, event participants, and general enquirers.

Working as a key part of the Charity’s Supporter Care Team, you will have excellent administration skills and will assist with handling/processing incoming support (processing donations, plus associated correspondence) and donor stewardship and recognition.

The role acts as a guardian of the organisation’s Customer Relationship Management (CRM) system, processes and compliance.

With excellent communication skills and good attention to detail, you will be self-motivated and capable of multiple-tasking and prioritising, and you will demonstrate excellent interpersonal skills.

**The duties and responsibilities of the post will be undertaken in accordance with the policies, procedures and practices of MAAC which may be amended from time to time.**

**(i) **Processing/handling incoming support - processing donations, plus associated correspondence and data management.**
- Provide administrative support for all supporter processes.
- Work to system documentation which outlines data protocols (policies, procedures and guidelines) in order to ensure consistency and accuracy regarding data inputting, processing/handling internally and when working with third parties. As necessary, support with updating and amending processes to ensure effective and efficient operations.
- Act as ‘data guardian’ to ensure quality and GDPR compliance.
- Data management - inputting (data entry/receipting financial support), amending coding, export data, managing duplication.
- Support as necessary with income from integrated third-party sources, e.g. Just Giving, Direct Debits (Rapid Data). Supporting with increasing automation of income sources as/when possible.
- Utilise the data and system to support with Gift Aid claims, aiming to increase revenue from this area.
- Processing merchandise orders and good will gestures.
**(ii) **Donor stewardship and recognition - s**upport with the charity’s interactions with supporters**, donors and stakeholders.**
- Communicate with supporters by telephone in a prompt, helpful and professional manner in keeping with MAAC’s values.
- Provide feedback from supporters to relevant teams within the Charity.
- Work with colleagues to ensure supporters have a positive experience of MAAC.
- Escalate any complaints/concerns received via the Individual Giving and Development Manager as per MAAC’s policies and procedures.
- Directly contact supporters to ensure their data is kept up-to-date.
- Processing and thanking donations in accordance with MAAC’s procedures.
- Act as an ambassador for MAAC when interacting with supporters and the general publicc
**Expectations, Authority and Accountability**

**What we expect of you**
- In a professional and diligent manner, to carry out the work specified in this job description and the specific tasks as agreed in the annual plan and reviewed periodically with the line manager.
- To work as part of the team to achieve our organisational objectives.
- Maintain and develop your own effectiveness, including taking responsibility for your health and general welfare and investing in your own professional development as it relates to our vision and mission.
- Be prepared to adapt to the changing environment that we, as an emergency response organisation, may experience.
- Bring to our attention issues of concern that could affect our ability to achieve our objects, including our support of you in your role.
**What you can expect of us**
- That we act as a good employer, abide by the Nolan principles of conduct and provide:

- A salary and benefits package that is fair, competitive, affordable and in keeping with MAAC’s charitable status.
- Reasonable resources to do your job (office, equipment etc), within our constraints.
- Good induction, on-going support and appraisal (including financial and time resources for your own professional development) from your line manager.
- Support and teamwork from your colleagues in a lively and professional atmosphere.
**Limitations to Authority**

You shall operate within the parameters of the strategic objectives and within good practice as understood in the sector and developed by the organisation. These limitations will be reviewed periodically.

**Job Types**: Full-time, Permanent

**Salary**: From £18,000.00 per year

**Benefits**:

- Company pension
- Life insurance
- On-site parking
- Sick pay
Schedule:

- Monday to Friday
COVID-19 considerations:
All employees will work within MAAC policies and procedures alongside government updates and guidelines.

**Education**:

- GCSE or equivalent (preferred)
**Experience**:

- Customer servic