Supporter Care Assistant

Whichever job you take on at Shelter Box, you will be working towards a world where no family goes without shelter after disaster.

Our team are the foundations of Shelter Box. They create a framework in which we are able to transform lives.

You would be joining Shelter Box at an exciting time of growth, helping us to continue to maximise both our reach and the impact of our work. Our team is full of positive, people focused individuals with a real passion for our cause.

Do you have the skills, personality and ambition to help us write our next chapter?

Grade: 6

Salary: £16,221 per annum (0.60 FTEpro rataof £27,036 per annum)

Hours: 22.5 hours per week (preferably spread across Wednesday
- Friday)

Position type: Fixed term until 30thApril 2027.

Responsible to: Supporter Care Team Lead/Officer

Direct reports
:
None

Location: Shelter Box HQ, Truro, Cornwall.(Hybrid working with a minimum of1 day per weekin theoffice)

ROLE

PURPOSE:

As part of the Supporter Care team, the Supporter Care Assistant will help provide an excellent supporter experience and through every interaction willseekto build meaningful relationships with our supporters which increases their level of satisfaction and engagement. Whether you are handling donations, maintaining a high-quality database, responding to various supporter enquiries and fulfilling their requests, responding to complaints and feedback, or providing supportive administrative services to the department, the delivery of outstanding customer service to our many supporters will remain at the heart of your role and be thefocus of your efforts.

WHO ARE WE LOOKING FOR?

We are looking for a proactive and enthusiastic individual with a passion for amazing supporter experience. The ideal candidate will be a great communicator and be a real people personwithpreviousexperience in customer facing roles.

They will have a keen eye for detail, able to accurately follow processes and have experience handling spreadsheets and databases.

As part of a growing organisation, we are looking for someone with an interest in supporter engagement and international affairs who will continuously seek new ways to ensure supporters are at the heart of everything we do.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:

• Deliveringaconsistent and high quality of supporter engagement through all enquiry channels including inbox,phone calls, social mediadirectmessagesand post.
• Managing the ongoing relationship with supporters as they progress in their Shelter Box journey.
• Championing the supporter voice throughout the organisation via meetings,communications and daily interaction.
• Processing and acknowledging all donations that have come in through a range of sources including but not limited topost, website,telephone,standing orders, directdebitsand financial reconciliations.
• Maintainingaccurategift aid records.
• Ensuring supporter records are kept up to date and data entry is accurate, recording all communications on our CRM database.
• Producing written correspondence such as bespoke letters and responding to feedback or complaints.
• Aiding the Supporter Care management teamin project work that will develop the team’s approach to supporter engagement.
• Supporting and supervising volunteers within the team.
• Contributing new ideasand continuallyseekingto improve processes to drive efficiency and improve supporter experience.
• Undertaking general admin tasks related to supporter communications such as filing, scanning, posting letters etc.

General Duties

• Contribute new ideasand continuallyseekto improve processes to drive efficiency and improve supporter experience.
• Participate in the day-to-day work of the organisation – such as reporting, attending team meetings as required, and taking a flexible approach.
• Following all policies and procedures at all timesand contributing to the review of any policies and procedures as required.
• As part of an emergency organisation there will be times when you willbe required to work evenings and weekends at short notice in response to a disaster.
• Occasionally represent the work of Shelter Box at events to members of the public and supporters.

Shelter Boxis an equal opportunity and affirmative action employer whereby…