We are seeking a Supporter Services Administrator to join World Horse Welfare's Supporter Services team based at our Head Office in Snetterton, Norfolk on a 12 month fixed-term basis, working 40 hours per week Monday to Friday 8.30am to 5pm.
This role is key in providing excellent customer service to the charity’s supporters, processing all charity income efficiently, and maintaining the supporter database to the highest standards.
KEY RESPONSIBILITIES
Supporter Care & Communication
* Provide high‑quality customer care across all channels, including telephone orders, donations, membership and general enquiries.
* Answer all supporter queries professionally and within agreed timeframes.
* Ensure supporters receive the correct communications in response to their donations.
* Produce timely and accurate thank‑you letters.
Income Processing & Administration
* Browse, create, amend and allocate payments to supporter records using data processing systems.
* Reconcile income with daily income sheets.
* Allocate income and produce daily income reports.
* Take Direct Debits over the telephone in line with DD Scheme legal requirements.
* Administer all charity income paid by Direct Debit.
* Process payments received from third‑party agencies (e.g., JustGiving).
Database & Record Management
* Create and maintain accurate supporter records on the charity’s CRM system.
* Liaise across the charity to ensure all agreed stakeholders are administered effectively and efficiently.
Fundraising Support
* Assist the fundraising team with administration and fulfilment of supporter products, including merchandise sales and the individual giving programme.
General Administration
* Sort and open Head Office post in line with service level agreements and standard operating procedures.
* Undertake other tasks as directed by the Senior Supporter Services Officer.
Health & Safety Responsibilities
* Comply with World Horse Welfare policies to ensure risks in the working environment are minimised.
* Raise any health and safety concerns with your Line Manager or the charity’s Health & Safety Advisor.
PERSON SPECIFICATION
Experience & Knowledge
Essential:
* Experience in data entry and administration.
* Proven customer service experience, including handling enquiries and resolving issues.
* Good understanding of database functionality.
* Computer literate with working knowledge of Microsoft Office (Word, Excel, Outlook).
Desirable:
* Working knowledge of mail‑order systems.
* Telephone sales experience.
* Experience using a charity fundraising CRM system.
Skills & Abilities
Essential:
* Strong telephone manner with a professional, approachable communication style.
* Highly proficient keyboard skills with strong accuracy.
* High attention to detail with a focus on accuracy and quality.
* Excellent verbal and written communication skills.
* Confident communicating with people at all levels.
* Effective at prioritising workload and managing multiple tasks.
* Flexible and adaptable approach to work.
* Ability to work both independently and as part of a team.
* Able to work well under pressure and consistently meet deadlines.
Desirable:
* Understanding of the function of a fundraising database.