About the role
To be The Passage's dedicated supporter-facing representative, delivering exceptional customer service to donors and prospective supporters. You will play a key role in achieving income growth and supporter retention targets by building strong, lasting relationships and continuously improving systems and processes.
As Supporter Engagement Officer, you'll handle everything from responding to supporter queries and making thank you phone calls, to accepting donations and producing reports. Your warmth and energy will ensure the highest standard of supporter care, leaving every supporter feeling appreciated and inspired.
Main duties
* Ensure the highest levels of customer care by taking a donor-centric approach, ensuring all supporters feel valued and motivated to support The Passage's work.
* Act as the primary point of contact for supporters, ensuring that all donations and fundraising enquiries (via phone, email, and online platforms) are acknowledged, processed, and responded to efficiently.
* Oversee Gift Aid processing, including maximising the completion of declarations and submitting regular claims to HMRC.
* Ensure all supporter data and preferences are managed securely and in accordance with Data Protection legislation (GDPR).
* Develop and oversee a suite of engaging communication assets to support ongoing supporter engagement.
* Develop and implement Supporter Care policies and procedures, including complaint handling, and ensure they are followed across the fundraising team.
General responsibilities
* Work under own initiative and follow instructions as needed.
* In conjunction with your Line Manager, continuously develop the role to ensure that all tasks are being undertaken in an effective and appropriate manner which meets the strategic aims and objectives of The Passage.
* Participate in internal/external meetings as required, and attend training events, conferences and other functions as necessary.
* Participate in regular supervision and annual appraisal and help in identifying your own job-related development and training needs.
* Ensure that all The Passage's policies and procedures are adhered to and contribute to the effective implementation of The Passage's Diversity and Equality Policy as it affects both The Passage and its work with vulnerable adults.
* At all times, undertake your role in a professional manner maintaining a high-quality standard of work, and to always work in accordance with the aims, values and ethos of The Passage.
* Undertake any other duties appropriate to the level and responsibilities of the post, as required by the Head of Supporter Engagement.
Desired experience
* Donor-centric supporter care role at a charity.
* Working with Fundraising CRM systems.
* E4 Implementing policies and procedures.
* Managing volunteers (Desirable)
* Managing Gift Aid (Desirable)
* Experience of working in a fundraising setting
Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives.
Desired knowledge
* An understanding of The Passage and the services we provide.
* Knowledge and understanding of the not for-profit sector.
* Understanding of the importance of excellent donor care processes and personalised communications.
* Good interpersonal skills with the ability to confidently communicate with a wide range of people at all levels.
* Standards and procedures for payment card processing, electronic payments (e.g. BACS,bank transfers), banking and handling cash securely.
* Relevant regulations, legislation and professional codes of practice.
Above all we are looking for inspiring and committed individuals who have a genuine desire to support people, and to help them to rebuild their lives.