Supporter Care Administrator

Salary Range: £20,475 - £21,334 per year Aim As the first point of contact for Northern Ireland Hospice this role will provide excellent administrative and customer service support for all our new and existing supporters. As a key member of this small and highly effective team, this Supporter Care Administrator is responsible for collaborating with our Community Outreach, Fundraising and Commercial Marketing teams on the various campaigns throughout the year. This role has a particular focus supporting individuals and families who wish to donate in memory of a loved one. Flexibility within the role and team is required, given the team’s broad scope, and often shifting priorities.

Duties and Responsibilities: • To provide a high-quality supporter care, responding appropriately to all enquiries to include front of house, telephone queries and email, ensuring efficient, positive communication and supporter interaction to maximise lifetime supporter loyalty and value. • To accurately input, import, export, load, cleanse, and archive supporter and donation data within the NI Hospice Customer Relationship Management (CRM) system and other relevant files or paper records as directed. This includes proactively capturing key supporter information including email, home and mobile phone details, supporter motivations and communication preferences. • To be the lead contact for processing donations in relation to ‘in memory’ gifts and ensuring accurate recording of this information alongside excellent supporter care, including the production of gift acknowledgement letters using templates provided. • To be the main point of contact for ‘In Memory’ gift enquiries and to deal with all supporter and next of kin enquiries/contact and letters in a sensitive and sympathetic manner, recording accurate actions to the CRM. • Cross reference deceased list from IPU with supporter data on Raiser’s Edge on a weekly basis ensuring timely and accurate recording of deceased individuals. • To work with the Corporate Communication and Commercial Marketing Team to organise the annual Tribute Event. • To collate information and data as required by the Supporter Care Supervisor.

General Responsibilities • Ensure supporter feedback and complaints are responded to and recorded as per NIH’s processes in line with Fundraising Codes of Practice. • In conjunction with the Finance Team support in the management of NICH’s postal mail and donations received, including recording mail and gifts in the Post Book and date stamping all items on day of receipt. • To support the Finance Team on the secure storage of cash/cheque/coin donations and supporting documentation in the Fundraising Department’s safe. • Support in the organisation and maintenance of filing and administrative systems across the Supporter Care Team. • Provide support to other members of the Supporter Care Team (Supervisor and other Officer) where Departmental priorities dictate. • Ensure all data is handled in accordance with GDPR Legislation and Fundraising Regulator Codes of Compliance. • Word Processing including mail merge and preparation of large-scale mailing. • Arranging appointments, meetings and maintaining diaries. • Support with the management of volunteers assigned to specific administrative duties. • Supporting fundraisers in major events if required. • Undertake any other special projects or duties, which may from time to time be requested and which are commensurate with the duties and responsibilities of the post.

This job description is neither restrictive nor definitive and may be amended in light of the changing needs of the organisation. Criteria GCSE English Language and Maths at Grade C or above or equivalent AND At least 1 years’ experience of working in a customer focused environment providing administrative support. OR 2 years’ experience working in a similar environment providing administrative support.

• Skilled in the use of Microsoft Office packages, social media forums and databases for record keeping, monitoring, and reporting purposes.
• Excellent and accurate data entry skills to ensure data integrity and quality on the fundraising databases.
• Excellent written and verbal communication skills and organisational skills.
• Ability to multi-task, prioritise and work to deadlines.
• Team player with ability to work on own initiative.
• Enthusiastic, self-motivated, and committed to working to a high standard.
• Passionate and committed to the aims and charitable objectives of the Northern Ireland Hospice
• Flexibility to work unsocial hours as required, attending evening and weekend events if needed throughout Northern Ireland and beyond.

Desirable Criteria 1. Knowledge of Raisers Edge NXT (Customer Relationship Management system). 2. Experience of mail merge and mail shots. 3. Ability to take minutes. Requirement

• The Right to Work in the UK.
• Provide 2 satisfactory references, one being from the most recent employer at managerial level
• Able to fulfil the Occupational Health requirements for the post which includes being physically and mentally fit for the purposes of the work.

Qualification Certificates (If required)

• Successful applicants will be required to go through an enhanced Access NI check.