Up to £22509.00 per annum + Flexible working
over 1 year ago
TPP are recruiting for an incredible charity that achieves such a tremendous amount for people in need of there service/support.
The purpose of this role is to deliver a quality supporter response service for all inbound calls, email, web and postal. This is for fundraising and community engagement enquiries in order to ensure a consistent approach and increased supporter retention.
Some of the main Accountabilities:
Respond to a high volume of inbound enquiries from supporters and volunteers, across all communication channels, in a way to minimise attrition, increase supporter value and retention and identify cross marketing opportunities.
Respond consistently to all enquiries from supporters and volunteers, across all communication channels, in line with service level agreements.
Provide support for all fundraising campaigns through supporter focused response initiatives and fulfilment.
Respond to and log supporter feedback (positive, negative and complaints). Escalate relevant complaints to senior officer and/or team leader.
Liaise with managers, supporters and volunteers to resolve standard and ad hoc queries, problems and complaints in a timely and professional manner whilst ensuring a high level of customer care is adhered to.
Utilise customer feedback and complaints to make suggestions for service improvements in fundraising enquiries and across the charity as appropriate.
Experience of providing excellent customer service.
Experience of working as part of a team dealing with a high volume of inbound enquiries.
Knowledge of fundraising practise across a range of fundraising disciplines.
Experience of handling complaints.
Knowledge of statutory and compliance requirements within Fundraising i.e. Gift Aid, GDPR and PCI-DSS compliance.
Experience in maintaining data integrity.
Experience of using databases, word processing packages and spreadsheets in order to produce reports, complex documents, mail merges and update/maintain information held on these packages and train colleagues in the use of these.
If you are interested in this opportunity please get in touch ASAP