Supporter Care Executive

KEY RESPONSIBILITIES

• To deliver exceptional supporter care across multiple channels – In most cases you are the first line of enquiry either by telephone, email, social media, letter or occasionally face to face.
• To be welcoming and helpful for people contacting our charity who may have a question or feedback.
• You will present a professional and proactive approach to supporter retention and recruitment
• You will respond to enquiries in a timely, considerate and caring manner adhering to our specified SLA’s
• You’ll be expected to know the Trust’s activities, products and policies and be able to communicate them confidently to our visitors, members and donors.
• You will be expected to manage supporter data in accordance with GDPR and PECR regulations and be proactive in ensuring data is up to date and accurate
• Provide support to the Supporter Care Manager, CRM manager and other internal departments with time-critical, data sensitive tasks.
• You will ensure all interactions with supporters are logged in the CRM system and where appropriate passed on to the relevant department(s).
• You will take payments from supporters either using an online payment system via the phone or by processing cheques. As well as managing refund requests and payment enquires.
• You will be expected to take responsibility for enquiries and complaints raised by supporters and proactively seek satisfactory and timely resolutions.
• You will be responsible for administration tasks to service supporter relationships including processing memberships, gift aid, direct debits, data cleaning and consents
• You will be involved in various system testing ensuring that they are fit for purpose.
• You will be proactive in process improvement and development and will maintain and create guidance notes for areas of your work.
• You will work with different teams, including those based in our properties to provide training and promote the important of good supporter care.
• You may be involved in outbound retention and recruitment campaigns via telephone, email or mail.