Supporter Care Lead

3 weeks ago

Kent, United Kingdom HEART OF KENT HOSPICE Full time

Job summary

Wouldyou like to join a team who make a difference to local lives?

Werelooking for an exceptional person to be our leadcontact for all fundraising supporter enquiries. Answering calls and processingdonations on time and with empathy, care and attention to detail.

Thefundraising portfolio is both varied and diverse as are our supporters. Youll be joining a fundraising and communications team dedicated toraising the funds needed to deliver our services.

Aboutour Team

Whyjoin us as Supporter Care Lead?

Ourteam is passionate, fun, creative and dedicated. We strive to raise the fundsneeded to deliver the life-changing services and support of the Hospice and wesupport each other to succeed, the wellbeing of our people is a priority andour generous annual leave, pension and other benefits reflect this.

Main duties of the job

Youll love database management as much as you enjoy customer service in equal measure as both are pivotal to our success. You will support the fundraising team with supporter knowledge, analytics and stewardship optimisation.

You and your team willbe stewarding our incredible supporters and donors across, lottery and promotions, fundraising events, community fundraising, challenge events, Corporate, In memory and regular giving portfolios.

Experience with a CRM like Raisers Edge is helpful. But your passion, and drive, to make a difference and achieve results is paramount.

About us

At Heart ofKent Hospice, we believe that everyone deserves compassionate, expert care whenthere is no cure for their illness and when they have a limited time left tolive.

We are acharity and we dont charge a penny for our care. We depend on the compassionand kindness of you, the people of this community, to power our services andensure that everyone gets the help they need.

We providespecialist care and support to adults who have a terminal illness as well astheir families, friends and carers. We help people to live as fully and as wellas possible for the rest of their lives and ensure that their final days arecomfortable and peaceful,

wherever theychoose to be. We treat every individual as the unique and specialperson that they are. Everything we do is tailored and personalised.

Ourvision is that everyone living with a terminal illness in our community willhave the best quality of life. Our purpose is to enable peoplewith a terminal illness in our community to live with comfort, independence anddignity to the end of their lives, and to support those closest to them. All our care is underpinned byour core values of compassion, integrity, respect and teamwork. Thesevalues guide our decision-making and how we conduct ourselves in our work andevery one of our colleagues plays an important part in enabling us to give ourpatients and their families the best possible yourepassionate about our cause consider joining our team.

Job description

Job responsibilities

Excellentcommunicator, active listener with good judgement.

CRMdatabase experience and understanding of how to get the most from the data.

Abilityto process donations on time and with empathy, care and attention to detail.

Abilityto develop, implement and maintain efficient and effective systems to supportoutstanding donor stewardship including but not restricted to call handling,donation processing, financial reconciliation and facilitating a high-qualityand accurate donor database.

Tobe the team superuser for our fundraising database (Raisers Edge),developing the e and functionality of the system, supporting the Head ofInformation and Quality Assurance on associated projects including, but notrestricted to data cleansing, collation of information and data analysis, andproviding relevant training and support to colleagues.

Tosupport our Database Administrators to excel, ensuring they are equipped withthe skill and knowledge required to be successful in their roles.

Tomaintain, monitor and analyse data and records pulled through from our RaisersEdge as requested. To run pivot reports from Raisers Edge to share with thefundraising team.

Toprovide the day-to-day administration, compliance and operational needs ofthird-party stakeholders (including but not limited to external lotterymanager, canvassing agencies when active, donation platforms etc.)

Torespond to enquiries from, and maintain good relations with, internal andexternal contacts at all levels, including donors, in a timely manner.

Tobe our team lead on relevant internal systems and improvement projects,ensuring compliance with current regulation ( relevant organisationalpolicies/processes, GDPR, Gambling Commission, etc).

Tobe a pro-active and collaborative part of internal working groups on projectsor events which require support with logistical and operational planning,organisational co-ordination and integration with organisational systems.

Tomonitor our inbox and triage/respond accordingly.

Tolead on volunteer recruitment and management for the Income Generation Team,working closely with our dedicated volunteering team to recruit, induct, trainand support our volunteers.

Toprovide and maintain high quality rotas, systems, processes and any othersupport in order to aid the smooth and efficient running of team activities andcampaigns.

Tosupport the Income Generation Team by organising and co-ordinating team-wideactivities where required.

Person Specification

Qualifications

Essential

GCSE's - English and Maths

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