Background
The purpose of the Philanthropy and Alumni & Supporter Relations Office (PASR) is to support the University's Strategic Plan by delivering philanthropic income and other forms of financial and non-financial support from alumni, friends, companies, livery companies, trusts and foundations and other grant making bodies and institutions. The Office raises money for University-wide and strategically important initiatives that cover student support, world class research and development of the University's estate.
This is achieved by developing and strengthening relationships with strategically important constituents and identifying shared areas of interest and activities to enable a lifelong relationship to develop and flourish. The Office also works closely with Schools and other Professional Services teams to support UK and international student recruitment, Careers opportunities and enhances the Student Experience, all of which support the University's Mission and Vision.
Responsibilities
Job Purpose
The Alumni and Supporter Relations Executive acts as the designated point of contact for Bayes Business School alumni seeking information and support in relation to the discontinuation of the University’s email account service for alumni which was first created in 2013. The postholder is responsible for the daily enquiry and support management liaising closely with the IT Service Desk and the IT Project Manager. Where appropriate the postholder will also consult with the legal office in relation to risk-mitigating measures and effective communication. The postholder effectively contributes to the overall Alumni & Supporter Relations strategy and engagement programmes with specific focus on alumni satisfaction and retention.
Person Specification
- Strong experience of client-facing and delivery-focused customer service, complaint and crisis management
- Experience of contributing to the development of procedures to support business processes
- Exceptional communication (verbal and written) and interpersonal skills and the ability to listen actively and convey information clearly and empathetically
- Proven problem-solving and conflict resolution skills incl proficiency in identifying issues, developing practical solutions and taking appropriate decisions to resolve complaints. Skilled in managing and de-escalating stressful situations to achieve a satisfactory outcome
- Strong attention to detail and accuracy: Highly observant in understanding stakeholder concerns and ensuring accurate information is provided
- Demonstrable time management skills and the ability to prioritize tasks effectively and efficiently handle multiple inquiries or complaints simultaneously
- The ability to take ownership of a situation and make decisions taking into account the wider implications