Salary: £25,971
Grade: 6
Position type: Part time, Permanent (1x 0.8 role Monday - Thursday and 1 x 0.6 role Wednesday to Friday) Flexible working considered
Responsible to: Supporter Care Team Lead/Officer
Direct reports: None
Location: ShelterBox HQ, Truro, Cornwall. (Hybrid working with a minimum of two days in the office)
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 person with previous experience 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.
Main Roles & Responsibility to include:
As part of the Supporter Care team, the Supporter Care Assistant will help provide an excellent supporter experience and through every interaction will seek to 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 the focus of your efforts. Over the coming year ShelterBox is transitioning to a new CRM system (Dynamics 365), and the job holder will be involved in supporting team SMEs (Subject Matter Experts) and being active participant in adopting new changes and learning new processes.
Duties will include but not be limited to:
* Delivering a consistent and high quality of supporter engagement through all enquiry channels including inbox, phone calls, social media direct messages and post.
* Managing the ongoing relationship with supporters as they progress in their ShelterBox 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 to post, website, standing orders, direct debits and financial reconciliations.
* Maintaining accurate gift 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 Manager, Supporter Care Team Leader & Supporter Care Officer in project work that will develop the team's approach to supporter engagement.
* Supporting and supervising volunteers within the team.
* Taking an active part in ensuring your own personal development.
* Contributing new ideas and continually seeking to improve processes to drive efficiency and improve supporter experience.
* Undertaking general admin tasks related to supporter communications such as filing, scanning etc.
General Duties
* Contribute new ideas and continually seek to 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.
* Always following all policies and procedures and contributing to the review of any policies and procedures as required.
* As part of an emergency organisation there will be times when you will be required to work evenings and weekends at short notice in response to a disaster.
* Occasionally represent the work of ShelterBox at events to members of the public and supporters.