Supporter Care Officer

As the first point of contact for our supporters providing customer service and administrative support., ensuring all enquiries are handled promptly, politely, efficiently and with empathy, whether over the phone or via email.

Managing the charitys main Fundraising inbox, responding to queries and signposting supporters to the appropriate teams to ensure swift and accurate resolutions. As well as receiving and processing donations, maintaining up to date and accurate donor records on the charitysdatabase, and assisting the Fundraising Database Manager by running accurate reports and helping to oversee the charitys fundraising platforms.

• Responding to supporter enquiries and processing donations
• Maintaining accurate data on our fundraising database
• Writing supporter communications
• Supporting complaint resolution and complex queries
• Assisting with reporting and charity platform oversight
• Collaborating across teams to enhance the supporter journey

Comprehensive range of benefits:

• Free onsite parking & subsidised meals at our hospices
• Poolcar provided when working in the community
• NHSpension - continuation if already contributing
• Enhanced Annual leave Entitlement - 27 days + 8 UK Bank Holidays
• AVIVApension package up to 7% Employer Contribution including Life Assurance
• Freeeye tests & cycle to work scheme

East Anglia's Children's Hospices (EACH) supports families and caresfor children and young people with life threatening conditions across

Cambridgeshire, Essex, Norfolk and Suffolk.

At EACH we believe in fostering a workplace where every individual feels valued and respected. We are committed to building a culture of inclusion where differences are embraced. We are actively seeking talent from all walks of life, recognising that diversity drives innovation,creativity and success.

Join us on a journey to create a more inclusive workplace, where everyone has equal opportunities to grow, contribute and succeed. We welcome candidates from all backgrounds to apply for opportunities at EACH and adjustments will be made to facilitate the application and selection process.

• To provide first-class customer service to EACHs supporters through answering the Supporter Care telephone line, inbox and website enquiries.
• To ensure queries are dealt with in a polite and timely manner.
• To update supporter details on the Fundraising database accurately and promptly.
• To communicate with supporters compassionately and effectively through the writing and sending of thank you letters, including In Memory donations.
• To manage and investigate complaints and complex queries and provide full and satisfactory responses quickly and effectively.
• To handle sensitive data such as credit card information and process transactions confidentially and securely.
• To work with the Fundraising Database Manager to support data needs including reporting and analysis.
• To provide administrative support to other Fundraising teams when needed, e.g. helping to register participants for EACH events during busy periods.
• To communicate supporter and donation information efficiently and clearly to relevant teams.
• To help monitor equipment, merchandise and literature stock levels.
• To contribute to the overall Supporter Care strategy and work closely with the team to deliver objectives.
• To research and keep up to date on sector news and trends within Supporter Care so EACH can continually improve the supporter experience.
• To act at all times in accordance with all internal and external Data Protection regulations.
• To ensure that Supporter Care activity is in line with compliance and best practice as per ICO, DMA, Fundraising Regulator and Institute of Fundraising regulations.

• A calm and measured approach
• Demonstrates empathy and professionalism in supporter interactions
• Organised and efficient, with the ability to prioritise a high and varied workload to meet tight deadlines
• Creative and innovative thinking for supporter communications

• Basic Microsoft package knowledge (Word, Outlook, Excel)
• Knowledge of Gift Aid, Charity Law, Fundraising Code of Practice, and other relevant marketing or fundraising standards across the UK

• Conduct in line with the general standards of conduct, values, norms and behaviours of the charity, embracing and promoting equality, diversity, and inclusion across all staff, volunteers, and supporters
• Current full, valid driving license and access to a car in order to travel to our three sites for meetings.

• Office administration
• Database usage
• Collaboratively working with colleagues across departments /organisation
• Using a fundraising database or charity CRM
• Experience of working with issues of health and/or disability

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check…