Supporter Care Coordinator

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Job description

This role will join a vibrant and ambitious fundraising team made up of; major giving, trusts and foundations, prospect research, individual giving, community, events, legacies, innovation and supporter experience. The team's mission is to raise income for our three hospitals to enable them to continue their vital work. This role will make a huge difference in helping us do that.

The Fundraising team at Guy's and St Thomas' Hospitals, including Evelina London Children's Hospital and Guy's Cancer, aims to significantly increase income in the coming years through innovative fundraising initiatives. This growth will support groundbreaking research, capital projects, and essential everyday patient care.

As the first point of contact for supporters, the Supporter Care Coordinator plays a crucial role in ensuring excellent customer service across the charity's brands. This position involves managing a diverse range of supporter inquiries through various communication channels, responding within a 48-hour timeframe to uphold the team's Service Level Agreement. The coordinator will efficiently handle a wide range of essential activities, such as donations and complaints, while maintaining accurate records in the fundraising database (Raiser's Edge) to enhance the supporter experience.

The ideal candidate will be adept with data management and eager to improve processes across the organization. By collaborating closely with fundraising teams and the Supporter Care Manager, the coordinator will contribute to refining systems that enhance fundraising efforts. This role emphasizes a supporter-led approach, ensuring that every interaction is handled with care, ultimately solidifying the success of the entire fundraising team.

Key Responsibilities

Customer care:

• Act as the initial contact for supporters via email, telephone, and post, providing outstanding customer service.
• Engage with supporters consistently, kindly and with empathy to aid their stewardship, retainment and satisfaction
• Triage and manage a diverse range of supporter inquiries, ensuring responses are provided within a 48-hour timeframe in line with service level agreements.
• Respond and action promptly all sensitive requests updating supporter information and updating supporter's contact preferences
• Follow guidance from teams around campaigns and appeals and being mindful of increases in contacts and managing this efficiently
• Ensure templated responses are kept accurate and up to date
• Proactively seek ways to improve the supporter experience, including identifying and sharing supporter feedback

Complaint resolution:

• Address complaints sensitively and proactively, always adhering to policies and procedures and ensuring all details are added to the fundraising database (Raiser's Edge).
• Escalating complaints promptly to both internal and external stakeholders to ensure resolutions can be provided within our SLA and policy
• Contribute to the quarterly reporting exercise with compliance

Donor care:

• Accurately record all interactions with donors and supporters in the fundraising database (Raiser's Edge).
• Handle and process donations and setting up direct debits over the phone
• Respond promptly and sensitively to donor requests such as cancelling and altering direct debits, allocating donations to special funds and updating Gift Aid information
• Ensure all acknowledgement letters are kept up to date with accurate information and branding
• Support the Gift Processing team to thank donors promptly within agreed timelines and ensure all communications being added to the fundraising database (Raiser's Edge).

Delivering processes:

• Follow step-by-step processes for managing data in MS Excel which support our database team in their imports the fundraising database (Raiser's Edge).
• Keep all process documentation up to date and report discrepancies to the database team
• Writing up process documentation and occasionally training others to follow them

Collaboration:

• Build and maintain productive relationships with fundraising teams, supporting them with posting out materials and supporter requests
• Working closely with the Trust Engagement manager to improve the supporter experience by facilitating good working processes and event fulfilment
• Share supporter stories and ideas related to enhancing the supporter experience with wider public fundraising and innovation team
• Build strong relationships with the Gift Processing team to support their work in improving donor care
• Build good working relationships with external suppliers, especially face to face fundraising agencies ensuring they meet our standards of supporter care and promptly reporting issues to the Individual Giving team
• Supporting the events team during busier seasons and helping to manage increases in activity
• Support the individual giving team with outbound calling as needed for specific activations

Strategic contribution:

• Work collaboratively across the organization to align with strategic aims and ensure supporter care remains central to all activities.
• Contributing to strategies for improving systems and processes.
• Contribute to Supporter Care led projects as needed
• Contribute to our Diversity, Equity and Inclusion action plan to uphold our DEI principles

Other duties:

• Representing each charity brand on the hospital sites with stalls and events
• Representing the charities at major events like our annual Abseil and London Marathon, assisting the events team as needed and engaging with supporters face to face to enhance their experience
• Attending fundraising events outside of working hours

Culture and environment:

• Stay up to date with activities of the charity and the hospital trust
• Take responsibility for your learning, development and improvement, with support from your line manager and feedback from the wider team
• Uphold our standards of diversity, equity and inclusion

Essential Criteria:

• Proven experience delivering excellent customer service, managing complex priorities, and meeting service level agreements.
• Skilled in handling sensitive inquiries and complaints with professionalism, focusing on procedures and escalation when necessary.
• Experience working with external agencies and suppliers to ensure adherence to SLAs, escalating issues when standards are not met.
• Strong ability to follow detailed processes quickly and accurately.
• Demonstrated initiative in improving processes and collaborating with the team to implement changes.
• Experience managing a busy workload in a fast-paced environment, balancing priorities from internal stakeholders.
• Excellent IT skills, particularly in using MS Office (Excel, Word) or similar
• Experience using databases to manage customer relationships
• Highly motivated, inquisitive, and willing to share knowledge to foster a culture of continuous improvement.
• Comfortable with problem solving and collaborating with others to find solutions, approaching this with positivity and an interest in learning/upskilling
• Adaptable and open to new challenges, including supporting new initiatives.

Desirable Criteria :

• Background in an administrative or support role within a busy team.
• Familiarity with Raiser's Edge or similar fundraising databases.
• Knowledge of charity fundraising processes, including Gift Aid, Direct Debits, GDPR, and lottery regulations.
• Experience working in the healthcare charity sector.
• Knowledge of supporter journeys and stewardship practices.

Benefits:

• Up to 12% employer pension contributions
• Annual personal development budget
• Annual health and wellbeing personal allowance
• Enhanced maternity, paternity, and parental leave pay accessible without length of service requirements.
• Health and wellbeing programme that offers optional free yearly health check-ups.
• Support for healthy eating via fruit bowls and onsite lunch facilities.
• Agile working, flexible hours, and supportive IT kit.
• Shower facilities and bike lock area.
• Generous annual leave (27 days + bank holidays)
• Subsidies for glasses
• Employee Assistance Programme

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