Supporter Care Lead

2 weeks ago

Aylesford, United Kingdom HEART OF KENT HOSPICE Full time

Excellent communicator, active listener with good judgement. CRM database experience and understanding of how to get the most from the data. Ability to process donations on time and with empathy, care and attention to detail. Ability to develop, implement and maintain efficient and effective systems to support outstanding donor stewardship including but not restricted to call handling, donation processing, financial reconciliation and facilitating a high-quality and accurate donor database.

To be the team superuser for our fundraising database (Raisers Edge), developing the e and functionality of the system, supporting the Head of Information and Quality Assurance on associated projects including, but not restricted to data cleansing, collation of information and data analysis, and providing relevant training and support to colleagues. To support our Database Administrators to excel, ensuring they are equipped with the skill and knowledge required to be successful in their roles. To maintain, monitor and analyse data and records pulled through from our Raisers Edge as requested. To run pivot reports from Raisers Edge to share with the fundraising team.

To provide the day-to-day administration, compliance and operational needs of third-party stakeholders (including but not limited to external lottery manager, canvassing agencies when active, donation platforms etc.) To respond to enquiries from, and maintain good relations with, internal and external contacts at all levels, including donors, in a timely manner. To be our team lead on relevant internal systems and improvement projects, ensuring compliance with current regulation (e.g. relevant organisational policies/processes, GDPR, Gambling Commission, etc). To be a pro-active and collaborative part of internal working groups on projects or events which require support with logístical and operational planning, organisational co-ordination and integration with organisational systems.

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