Supporter Care Administrator

-Salary
- **Circa £24,000 per annum**
Contract type
- **Permanent**
Location
- **Great Abington, Cambridge CB21 6AD (Agile; approximately 2 days a week from our office)**
Published**in 5 hours**
- This is a _permanent_, _, full time_ vacancy_. _

**The Vacancy**

The Supporter Care team at Alzheimer’s Research UK is often the first point of contact in the charity for supporters, potential donors and members of the public. The Supporter Care Administrator works alongside five other team Executives handling supporter enquiries, processing donations, and thanking supporters to ensure an excellent standard of customer care and to generate the maximum amount of income for dementia research. This role reports to the Senior Supporter Care Officer (SSCO) and ensures that the team successfully deliver an efficient and a first-class supporter experience for the charity.

This role will be known internally as Supporter Care Executive.

**MAIN DUTIES & RESPONSIBILITIES**:
**Supporter engagement**
- Answering inbound telephone calls; responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials.
- Responding to written enquiries received in the post.
- Making outbound telephone calls in order to increase the value of, or to retain supporters; including thanking, obtaining Gift Aid declarations and reactivating lapsed donors.
- Recording feedback received by the charity and assisting in the resolution of complaints.
- Champion high quality supporter care, ensuring that all supporters and members of the public have an excellent experience when contacting the charity.

**Donation processing, database and general administration**
- Processing donations from telephone calls and mailings, acknowledging supporters appropriately.
- In Memoriam giving; sending out materials, processing donations and sending appropriate acknowledgements to donors, Funeral Directors, and the Next of Kin.
- Regular giving; processing new Direct Debit instructions and Standing Order payments, amending and cancelling gifts as necessary.
- Processing and thanking donations relating to regional fundraising and sporting events.
- Ensuring the integrity of the database (currently Salesforce), by amending supporter details as necessary.
- Opening and batching incoming post.
- Updating team procedures as required.
- Archiving, scanning and filing documents.

**Other duties**
- To take personal responsibility for ensuring a good working knowledge of Alzheimer’s Research UK when communicating with supporters. This will require attendance at marketing campaign briefings and other staff presentations and continuously building knowledge by taking the time to read daily news summaries, press releases and the staff intranet.
- To recognise fundraising, engagement and retention opportunities when communicating with supporters using a range of initiatives to explain how donations positively contribute towards the cause.
- To actively and enthusiastically promote supporter care at Alzheimer’s Research UK and be willing to take part in various initiatives to help maintain this such as department updates and trainings and being involved in inducting new starters to Alzheimer’s Research UK on the work of the Supporter Care team.

**WHAT WE ARE LOOKING FOR**:

- Experience of working in a customer facing role.
- Experience of handling queries and complaints.
- Confidence working with computers - good knowledge of Word, Excel, Outlook and CRM databases.
- Excellent written and spoken communication skills.
- Engaging and professional telephone manner.
- Ability to work with a high level of accuracy and attention to detail.
- Good organisational skills and the ability to prioritise workload.
- Professional and hard-working team player.
- Outgoing, enthusiastic and able to remain calm under pressure.

**The Charity**

Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope.

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure.

**The Benefits**