ADMINISTRATIVE DONOR CARE ASSISTANT ROLE

Role description

The role helps to engage public supporters who give cash donations and regular gifts, encouraging overall support, commitment to the cause, and driving repeat gifts and enhanced support from the public. This is achieved through managing each donor interaction in a way that informs, develops relationships and encourages ongoing support and engagement through the donor lifecycle. This important role will be the front line with many donors who support us, helping to manage the administration of donor contacts and financial activity.

Duties and Responsibilities:

Administration: The role will undertake financial administration and reconciliation processes to achieve KPIs for turnaround in donor acknowledgement, tax reclaim receipting and monthly reporting across all giving platforms (online, bank transfers/standing orders, direct debits, cheque). You will assist with in-bound communications and donations, ensuring accurate recording and systems entry.

Data: You will ensure the delivery of accurate data input to our CRM system (MS Dynamics) to facilitate record keeping, communications and relationship development. You will carry out regular data cleansing checks as part of routine tasks. You will follow all legislation and best practice with regard to data protection.

Communications: You will be the first point of contact for our donors and supporters, providing the best experience possible while managing, maintaining and building relationships with supporters to achieve best results for retention. You will support with the production of letters, packs and key information communications to all donors, and will assist with our telemarketing activities to thank donors and develop key relationships.

Essential Criteria:

  • High level of proficiency in written and spoken English with an excellent phone manner is a requirement.
  • The Donor Care Assistant should display a positive donor centric/customer orientated approach to their work.
  • A self-starter with the ability to learn detailed processes quickly and problem solve.
  • Experience of using databases and/or CRM systems
  • Strong administrative experience and attention to detail
  • Strong command of MS Office, including Mail Merge and Excel, is essential

Desirable Criteria:

  • Experience of using Microsoft Dynamics CRM an advantage
  • Knowledge of GDPR a plus
  • Knowledge of financial processes an advantage

 

Processes

  • Filing, photocopying and post batching
  • Processing DD SEPA & recurring card gifts over the phone
  • Thank you letters and emails
  • Data checks/cleaning (de-dupes, weekly checks)
  • Donation calls
  • Inbox responses