Supporter Journey Administrator

Salary: £15,850 for 22.5 hours (FTE £26,418)
Hours: 22.5 hours per week (flexible days but must include a Friday)
Location: Russell House, Huddersfield
Responsible to: Supporter Journey and Development Manager

Benefits: Entry into Peoples Pension, death in service benefit (3 x salary), out of pocket expenses, free on-site parking, free access to confidential and extensive wellbeing support, generous holiday entitlement (26 days plus bank holidays rising to 31 days after 5 years for a full time employee, pro rata for part time), day off for your birthday!, free tea / coffee, sight tests and flu jabs and excellent learning and development opportunities.

Overview of Role
Without our supporters, we simply wouldn't be here. So it's incredibly important that we make sure people have a fantastic experience when supporting us. As Supporter Journey Administrator, you'll play a key role in supporting our fundraising team and building positive relationships with a wide range of supporters, including donors, event participants, community fundraisers and those giving in memory of a loved one.

You'll provide excellent customer service, respond to enquiries, process donations and help ensure every supporter interaction is handled professionally and with care. You'll also be responsible for maintaining accurate supporter records, updating our CRM database and carrying out a variety of administrative tasks that help us understand, communicate with and thank our supporters effectively.

This is a varied and rewarding role for someone who enjoys working with people, has great attention to detail and is confident using systems and databases. If you're organised, proactive and passionate about making a difference, we'd love to hear from you. For an informal chat about the role, please contact Louise Williamson on 01484 411040

Job Description
Role Summary
At Forget Me Not, we won't stop until every family who is facing uncertainty or living with the death of a child has the support they need and deserve. This role supports our vision by supporting the fundraising team with income generation activities to enable us to continue to deliver care into the future.

As an integral member of our fundraising team you will play a key role in helping everything run smoothly and efficiently on a day to day basis. You will steward and support our supporters to ensure they receive a fantastic supporter experience. Your role will help increase retention, drive growth and increase supporter lifetime value.

Main Duties and Key Responsibilities

• Be initial point of contact for front line supporter enquiries, including managing the various fundraising email inboxes and following up on actions and tasks.
• Encourage and motivate all supporters including our regular givers and lottery players by building relationships and stewarding them so they have a fantastic supporter experience.
• Support the thanking process through the fundraising database and other means to maximise the supporter experience of fundraising and the charity.
• Daily input of information onto the fundraising database system maintaining GDPR compliance.
• Maintain accurate records within the database, carrying out regular data checks, including cross-referencing records with spreadsheets, resolving discrepancies and completing follow up tasks with accuracy and attention to detail.
• Steward supporters who are doing their own fundraising activities, monitoring online giving pages, working with regional fundraisers, and ensuring they have a successful supporter journey.
• Work with the in-memory fundraiser to ensure supporter and families supporting us in memory and via tributes have a successful supporter journey.
• Use of 3rd party platforms e.g. Just Giving, Much Loved, lottery platforms, Enthuse to carry out administrative tasks associated with the supporter journey.
• Perform regular stock checks ensuring the fundraising team and supporters have the necessary kits and promotional materials.
• Work with marketing team to ensure that there are sufficient materials and merchandise available.
• Work with the other supporter journey administrators to ensure all procedures for the administration roles are kept up to date, including support of each other's roles as required.
• Support fundraising activity where required by attending cheque presentations and other fundraising events e.g. hosting stalls, flyering, putting posters up and banners around the community.
• Support the administration and delivery of specific seasonal fundraising initiatives through the year.
• Assist in the first count banking of incoming tub and bucket donations.
• Work closely with other departments on joint projects and tasks.
• Take minutes and actions from department meetings where required.
• We expect all staff to undertake any other duties within the scope, spirit and purpose of the job, the title of the post and its grading, as requested by your line manager or their higher level of authority on behalf of the charity.

Person Specification
Skills and experience
Essential

• Experience of undertaking a range of administrative tasks.
• Experience in a customer based environment receiving inbound and making outbound calls.
• Experience of using databases.
• Excellent attention to detail.
• Excellent organisational skills.
• Good IT skills, experience in using Microsoft Office packages in particular Excel.
• Confident, professional, self-motivated and well-organised.
• Demonstrate a strong commitment to customer care/relationship development.
• Demonstrate excellent communication skills - written, verbal and face to face.
• Show willingness to be part of a team and work with others to achieve income targets.
• Innovative and creative when approaching challenges.
• Demonstrate the ability to work on several projects simultaneously, adapt to changing conditions and to manage and prioritise a busy workload.

Desirable

• Experience of charity fundraising/events fundraising/fundraising databases
• Full clean UK driving licence, own transport and willing to travel

Education / qualifications
Desirable: Customer service qualification

This role may involve occasional evening and weekend working so flexibility is essential.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Equality and Diversity
Please note that we are committed to equality and diversity and make the following pledge in relation to our recruitment practices;

• We will actively encourage and support under-represented groups to join us as employees
• We will always interview you if you are an applicant with disability who meets the essential requirements of the job and will provide adjustments to the recruitment process if required.
• We are committed to supporting part time and flexible working; we will consider part time working requests for all our roles

Apply through our website to view our full equality, diversity and inclusion pledge.