Supporter Care Officer
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 Officer works alongside the rest of the team to ensure that we provide an excellent standard of supporter care in order to maintain supporter satisfaction, and to generate the maximum amount of income for dementia research.
This role supports the team with projects both within and outside Supporter Care, works with the Senior Officers to oversee team workload, delivers training, and provides cover during absences. The role reports to the Senior Supporter Care Manager (SSCM) and ensures that the team successfully deliver an efficient and a first-class supporter experience for the charity.
Main duties and responsibilities of the role:
Supporter engagement
Champion high quality supporter care, ensuring that all supporters and members of the public have an excellent experience when contacting the charity.
Act as the first point of contact for the resolution of complex queries and complaints, escalating to the SSCM as necessary.
Assist with inbound telephone calls: responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials.
Assist with enquiries received by email and post, and support team members with their responses.
Compile routine reports including all feedback received by the charity.
Assist the SSCM with monitoring performance of external response handling agencies and suppliers, routinely visiting the site to ensure quality standards are being met and issues are resolved.
Donation processing and database administration
Process 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.
Regular giving reconciliation.
Processing and thanking donations relating to regional fundraising and sporting events.
Ensuring the integrity of the database (currently Raiser's Edge), by amending supporter details as necessary.
Team leadership
Assist in managing the day-to-day work of the Supporter Care team. This will include managing supporter enquiries, donation processing, and outbound calling.
Assist the SSCM as required with any projects involving Supporter Care and be the team representative on some cross functional projects.
Ensuring there is sufficient telephone cover in place at all times, such as arranging lunch breaks, meetings and assisting with any voicemail arrangements.
Training of new team members, temporary staff and volunteers.
Creating and updating team procedures as required.
Additional Responsibilities:
To take personal responsibility for ensuring a good working knowledge of ARUK 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 ARUK 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 ARUK on the work of the Supporter Care team.
Undertake any other relevant duties and projects delegated by the SSCM in line with the responsibilities of the post.
What we are looking for:
Experience of working in a customer facing role within an office environment.
Experience of handling complex complaints and queries.
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.
Additional Information:
Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.
Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals. This includes when attending the office for various meetings/events.
Our Office: Our office is at 3 Riverside, Granta Park, Great Abingdon, Cambridge, CB21 6AD.
Salary: Circa GBP27,500 per annum, plus benefits
Please download the Vacancy Pack for more information.
The closing date for applications is the 15th May 2022, with interviews likely to be held week commencing the 23rd May 2022. 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.
We value diversity and are committed to creating an inclusive culture where everyone is able to be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures. Should you need any adjustments to the recruitment process, at either the application or interview stage, please contact us via the channels on our website.
How to apply:
Please create an online account using our Online Recruitment System which can be accessed through our Job Vacancies page. You will be able to attach your CV and covering letter to your application and track the status of your application.
About Alzheimer's Research UK:
Alzheimer's Research UK is the UK's leading dementia research charity dedicated to diagnosis, prevention, treatment and cure. Backed by our passionate scientists and supporters, we're challenging the way people think about dementia, bringing together the people and organisations who can speed up progress, and investing in research to make life-changing breakthroughs possible.
You will be part of an organisation that has been recognised nationally as an outstanding place to work. In 2021, we were listed 69th in the prestigious 100 Large Best Companies to Work For. We were also awarded a 2-star accreditation by Best Companies, recognising outstanding levels of workplace engagement and were listed in the 75 Best Companies to Work for in the East of England and the Charity's 30 Best Companies to Work For.
To view further details about working for us and the benefits we offer, please visit Alzheimer's Research UK
This role supports the team with projects both within and outside Supporter Care, works with the Senior Officers to oversee team workload, delivers training, and provides cover during absences. The role reports to the Senior Supporter Care Manager (SSCM) and ensures that the team successfully deliver an efficient and a first-class supporter experience for the charity.
Main duties and responsibilities of the role:
Supporter engagement
Champion high quality supporter care, ensuring that all supporters and members of the public have an excellent experience when contacting the charity.
Act as the first point of contact for the resolution of complex queries and complaints, escalating to the SSCM as necessary.
Assist with inbound telephone calls: responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials.
Assist with enquiries received by email and post, and support team members with their responses.
Compile routine reports including all feedback received by the charity.
Assist the SSCM with monitoring performance of external response handling agencies and suppliers, routinely visiting the site to ensure quality standards are being met and issues are resolved.
Donation processing and database administration
Process 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.
Regular giving reconciliation.
Processing and thanking donations relating to regional fundraising and sporting events.
Ensuring the integrity of the database (currently Raiser's Edge), by amending supporter details as necessary.
Team leadership
Assist in managing the day-to-day work of the Supporter Care team. This will include managing supporter enquiries, donation processing, and outbound calling.
Assist the SSCM as required with any projects involving Supporter Care and be the team representative on some cross functional projects.
Ensuring there is sufficient telephone cover in place at all times, such as arranging lunch breaks, meetings and assisting with any voicemail arrangements.
Training of new team members, temporary staff and volunteers.
Creating and updating team procedures as required.
Additional Responsibilities:
To take personal responsibility for ensuring a good working knowledge of ARUK 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 ARUK 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 ARUK on the work of the Supporter Care team.
Undertake any other relevant duties and projects delegated by the SSCM in line with the responsibilities of the post.
What we are looking for:
Experience of working in a customer facing role within an office environment.
Experience of handling complex complaints and queries.
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.
Additional Information:
Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.
Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals. This includes when attending the office for various meetings/events.
Our Office: Our office is at 3 Riverside, Granta Park, Great Abingdon, Cambridge, CB21 6AD.
Salary: Circa GBP27,500 per annum, plus benefits
Please download the Vacancy Pack for more information.
The closing date for applications is the 15th May 2022, with interviews likely to be held week commencing the 23rd May 2022. 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.
We value diversity and are committed to creating an inclusive culture where everyone is able to be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures. Should you need any adjustments to the recruitment process, at either the application or interview stage, please contact us via the channels on our website.
How to apply:
Please create an online account using our Online Recruitment System which can be accessed through our Job Vacancies page. You will be able to attach your CV and covering letter to your application and track the status of your application.
About Alzheimer's Research UK:
Alzheimer's Research UK is the UK's leading dementia research charity dedicated to diagnosis, prevention, treatment and cure. Backed by our passionate scientists and supporters, we're challenging the way people think about dementia, bringing together the people and organisations who can speed up progress, and investing in research to make life-changing breakthroughs possible.
You will be part of an organisation that has been recognised nationally as an outstanding place to work. In 2021, we were listed 69th in the prestigious 100 Large Best Companies to Work For. We were also awarded a 2-star accreditation by Best Companies, recognising outstanding levels of workplace engagement and were listed in the 75 Best Companies to Work for in the East of England and the Charity's 30 Best Companies to Work For.
To view further details about working for us and the benefits we offer, please visit Alzheimer's Research UK