Barnabas Aid is a large family of Christian ministries and charities focused on giving practical support to suffering, abandoned and persecuted Christians around the world. The ministry was founded in 1993 and since then has funded projects in more than 100 countries, providing hope and help to millions of our brothers and sisters in Christ. Key projects include supplying food aid, medical supplies, educational and vocational training, Bibles, micro-enterprise, disaster relief, help for victims of violence, and support for pastors and church leaders. Barnabas Aid also provides advocacy for religious freedom, especially for persecuted and suffering Christians. Employees are expected to subscribe to the Vision, Mission, Value and Statement of Faith, and their work may be viewed as vocational. There is an occupational requirement for applicants to be practising Christians who are engaged in their local church to carry out our roles.
Overview
The Supporter Relations Officer will be a committed and passionate staff member with a supporter-centric approach and a conviction to provide aid to persecuted and suffering Christians through the important work of the Supporter Relations department. Tasks will include timely responses to acknowledgments, emails, and all written communication, as well as handling incoming and outgoing calls. The ideal candidate will carry out an effective, efficient approach in support of a positive culture that is solution oriented, professional, supporter focused, flexible and collaborative.
Main duties and responsibilities
* Supporter Communication:
o Respond to queries and provide timely and accurate information to supporters, staff and third parties
o Make and receive telephone calls with new and existing supporters to answer queries, take donations, raise awareness, seek additional donations and invite to events including prayer meetings and other Barnabas events
o Respond to supporters' written requests
o Process incoming donations by entering gifts into our CRM (Customer Management System), create and amend supporters' records
o Prepare banking
o Engage in prayerful communication with supporters when prayer is offered or requested
* Campaign & Event Support:
o Promote, and where necessary, assist in planning fundraising and awareness campaigns, events, and supporter activities
o Provide support for events, including communication, ensuring all materials are prepared, and represent Barnabas Aid at events when required
* Data Management:
o Ensure supporter records are up to date on Salesforce, recording all interactions, donations and preferences
o Analyse supporter data, ensure compliance, and report on trends to help shape future engagement strategies as required
* Reporting & Administration:
o Report on supporter engagement metrics, including donations, event attendance and retention rates
o Understand and follow fundraising standards of the Fundraising Regulator and its code of practice
* Collaboration:
o Work with outreach teams to align supporter engagement with organisational goals
o Coordinate with internal teams to ensure a seamless and integrated supporter experience
The above is not an exhaustive list of duties. From time to time, additional tasks may be required. Employees are expected to work collaboratively to support the overall work of Barnabas Aid.
Qualifications & Skills
* Be computer literate and confident in learning new systems
* Ability to work independently, proactively, collaboratively, and adaptably within a diverse team
* Exceptional communication, relationship-building and interpersonal skills
* Strong team player who works well independently and as part of a diverse team
* Strong organisational and time-management skills
* Ability to handle challenging and sensitive situations with appropriate confidentiality
Desirable
* Prior experience or knowledge of Salesforce or another modern CRM system
* Demonstrate excellent approaches to engagement with supporters, with Christianity being central to everything you do
* Proven work experience in customer services and/or ministry-related field is desirable; comparable roles in similar environments are advantageous
* Ability to identify issues, analyse options, and implement effective solutions
* Excellent analytical and problem-solving abilities
Person specification
* A strong commitment to the values and mission of Barnabas Aid, with an understanding of Christian principles and ethics in a supporter-facing role
* High level of integrity, ethical conduct and professionalism
* Comfortable working in a fast-paced environment
* Personal resilience and adaptability
* Discretion and sensitivity with understanding of confidentiality
* A flexible approach to work, with a cooperative and collaborative attitude, ensuring excellent service standards
From time to time, additional training, including safeguarding training, may be required. The offer of employment will be subject to pre-employment checks such as references, qualifications, DBS criminal records, and eligibility to work in the UK.
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