Supporter Experience Assistant

About the Role:

The Supporter Experience Assistant is the first point of contact for supporters and administration tasks. Offering a high level of support, guidance, stewardship to supporters whilst implementing the operational delivery of all departmental transactional requirements related to the delivery of our fundraising and retail activities.

This is a pivotal role in ensuring supporter care and administrative excellence is achieved and maintained in an accurate and timely manner and that all queries are responded to quickly and consistently.

Working collaboratively with colleagues from various departments including the finance team the Supporter Experience Assistant will undertake a team proactive approach to all aspects of delivery and immediately identify any potential risks and issues which will jeopardise supporter care and administrative excellence

Key Responsibilities:

• Act as a main point of contact in relation to supporter queries and administration tasks, reacting to all incoming queries in a positive and proactive manner.
• Assess supporter needs and offer help and support to minimising the need for multiple point of contact.
• Accurate and timely recording of donations and donor details on our supporter database.
• Be proactive in offering alternative ways to support the charity.
• Providing advice and support to member of the public trying to support Rotherham Hospice including problem solving with digital platforms, booking events, processing donations, booking collections/deliveries etc.
• Be proactive in growing supporter engagement, income generation and ensuring add on fundraising methods are captured i.e. gift aid, consents etc.
• Ensure regular provision of accurate income generation records in a timely manner on areas including but not limited to: Stock, Shops, Community, Corporate, Trusts & Foundations, Events, Individual Giving and Lottery.
• Effectively manage all data inputting, administrative and supporter care tasks within the department including maintaining accurate records of donor details and donations made, both digitally and paper based to ensure consistency and accuracy in a timely manner.
• Promote the services of the department at all appropriate opportunity.
• Assist with the management of all databases/CRM systems to enable accurate reporting measures to be undertaken.
• Maintain files and documents, archiving duplication and unnecessary files, where appropriate. Undertake regular file audits.
• Respond to all administrative queries and requests in a timely manner.
• Assist with the management of the department email inbox responding to contact requests and distributing the workload to relevant team members.
• Undertake any additional activities elsewhere in the charity as required and within your capability.
• Report any concerns or possible improvements to the relevant Head of Department.
• Support and attend Rotherham Hospice events and appeals. 

Location: Hospice based (Rotherham)

Salary: £23,875

Hours: Full-Time, 37.5 hours per week

Contract: Permanent

Benefits: 30 days annual leave per year (plus bank holidays)