Supporter Care Assistant

Salary: £19,922.33 per annum

Grade: 7- Assistant (£19,000 – £25,000)

Position type: Full time, permanent position.

Responsible to: Supporter Care and Compliance Manager

Direct reports: None

Location: ShelterBox HQ, Truro, Cornwall. This is an office-based role.

Who are we looking for?

We are looking for a proactive and enthusiastic individual with a passion for amazing supporter experience. The ideal candidate will be a great communicator and be a real people person. They will have a keen eye for detail, able to accurately follow processes and have experience handling spreadsheets and databases.

As part of a growing organisation, we are looking for someone with an interest in fundraising and international affairs who will continuously seek new ways to ensure supporters are at the heart of everything we do.**

Main Role & Responsibility to include:

As part of the Supporter Care team, the Supporter Care Assistant will help provide an excellent supporter experience which consistently exceeds expectations, and through every interaction will seek to build meaningful relationships with our supporters which increases their level of satisfaction and engagement. Whether you are handling donations, maintaining a high-quality database, responding to various supporter enquiries and fulfilling their requests, responding to complaints and feedback, or providing supportive administrative services to the department, the delivery of outstanding customer service to our many supporters will remain at the heart of your role and be the focus of your efforts.

Duties will include but not be limited to:

• Delivering the highest quality of supporter engagement through all enquiry channels including inbox, phone calls, social media and post.
• Managing the ongoing relationship with supporters as they progress in their ShelterBox journey.
• Championing the supporter voice throughout the organisation via meetings, communications and daily interaction.
• Processing and acknowledging all donations that have come in through a range of sources including post, website, standing orders, direct debits and financial reconciliations.
• Maintaining accurate gift aid records.
• Ensuring supporter records are kept up to date and data entry is accurate, recording all communications on our CRM database.
• Producing written correspondence such as bespoke letters and responding to feedback or complaints.
• Aiding the Supporter Care Manager and Supporter Care Team Leader in project work that will develop the team’s approach to supporter engagement.
• Supporting volunteers within the team.
• Occasionally represent the work of ShelterBox at events to members of the public and supporters.
• Taking an active part in ensuring your own personal development.
• Contributing new ideas and continually seeking to improve processes to drive efficiency and improve supporter experience.
• As part of an emergency organisation there will be times when you will be required to work evenings and weekends at short notice in response to a disaster.
• Undertaking general admin tasks related to supporter communications such as filing, scanning etc.
• Following all policies and procedures at all times and contributing to the review of any policies and procedures as required.

General Fundraising

• Contribute new ideas and continually seek to improve processes to drive efficiency and improve supporter experience.
• Participate in the day to day work of the organisation – such as reporting, attending team meetings as required, and taking a flexible approach.