Supporter Care Administrator

2 weeks ago

Cambridge, United Kingdom Alzheimer's Research UK Full time

We are looking for someone who is outgoing and enthusiastic to join our Supporter Care team, who will carry out essential supporter engagement and administrative activities associated with marketing campaigns, donations, fundraising events and requests for materials. With previous experience of providing excellent customer service, you will have the ability and confidence to communicate with a variety of people, engaging with supporters by phone, email and in writing about a wide range of enquiries. 

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 Administrators 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 is a 12-month fixed term contract, or on return of the substantive post holder, due to a secondment. This role will you to be in the office 2-3 days per week depending on business needs.

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.
  • Managing email enquiries, either by responding or forwarding as necessary.
  • 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.

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 closing date for applications is the 19th May 2024 with interviews likely to be held week commencing the 27th May 2024. We would encourage you to submit your application at the earliest opportunity as the closing date may be brought forward at any time. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

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