Client And Operations Lead Jobs

Context and Background

Job title: Supporter Care Advisor

Directorate: Income Generation

Team/Department: Supporter Care
 

The NSPCC's mission is to end cruelty to children. Every childhood is worth fighting for. This is our belief. We all share it. And it drives our Income Generation team to get out there and bring in the funds we need to protect children and prevent abuse.

We’ve been here for children for over 100 years. From our campaigns to our services- we strive to make a difference in everything we do. Between 2016 and 2021, we’ve helped make 6.6 million children safer from abuse.

Within the Income Generation Directorate our aim is to maximise resources for the NSPCC’s mission by raising funds, providing the best possible supporter experience, and building long-term relationships between donors and our cause.

To continue to deliver our mission we rely on the fundraising support of people across the UK for 90% of our annual income. We are looking to significantly grow our income in new and innovative ways. To achieve this growth, we need the very best team in place to deliver to ambitious targets.

The Supporter Care Advisor sits within the Supporter Care team. This is one of the customer care focussed teams within the Supporter Services department, which is part of the Operations structure, within the Income Generation directorate.

This role is important because it is the first point of contact for the many thousands of people who get in touch with the NSPCC each month. Whether by email, phone call or letter, this might be the only contact that person has with the NSPCC. For this reason, the team take every opportunity to give our supporters a personal and rewarding experience,

making sure they go away feeling more engaged with our work and knowing how much we genuinely value their support.

As Supporter Care Advisor not only will the work you do make a real difference to people’s lives but opportunity is provided to develop your fundraising experience with a sector leading team.

Join us at this exciting time and you will become part of an expanding team that cares about the work they do and the people they work with. You will discover opportunities to grow, along with challenges and a shared purpose that will bring the best out in you. And you will get to find your own way to make a difference that means more, and that impacts millions of young lives. We want to ensure roles are accessible and inclusive of everyone, which is why the NSPCC offers a high degree of flexibility around ways of working.

Equality, Diversity and Inclusion (EDI) is at the heart of what we do. At the NSPCC, we understand how important it is that our workforce is representative of the people we support and who support us. We believe that every individual has the right to be their true self and to live a full life without prejudice, fear or barriers. This is the starting point for all our commitments and actions and underpins our commitment to be there for all children.

Job purpose

Supporter Care services are the first and comprehensive point of contact for supporters and people wanting to find out more about the NSPCC’s work. They are responsible for providing a proactive and high-quality service to help inspire people to give (and continue to give) to the NSPCC’s work. The knowledgeable frontline team handles supporter enquiries, administrative matters and deal with any complaints. The team represents the NSPCC and Childline services and is able to discuss our work and its impact on children in an engaging and enthusiastic manner.

Key relationships - Internal

The post holder will report to a Supporter Care Team Manager.

It is expected that the post holder will have contact with colleagues working in other teams, working cross-departmentally and cross-functionally to ensure that the supporter experience is managed and developed in a way that maximizes supporter retention for the NSPCC.

In addition the post holder will work closely with the Quality & Development Manager, Associate Head of Supporter Services, And other Income Generation Teams

Key relationships - External

It is expected that the post holder will have contact with service users, supporters, potential supporters and members of the public.

Main duties and responsibilities

• Responding to a range of enquiries, including those from supporters and potential supporters (e.g. standard requests for information) and cross referencing correspondence received to individual case files. Recording these details accurately on the NSPCC system(s).

• Contribute to the NSPCC’s reputation and public relations by delivering high quality customer service.

• Knowing how to appropriately handle sensitive and confidential information as this role will have access to the same CRM system that is used by the NSPCC helpline.

• To share appropriate messages and stories with supporters to inspire them to continue supporting our work with children and young people.

• To proactively take steps to improve knowledge and understanding of supporters through developing the NSPCC relationship with them.

• Delivering warm, outbound stewardship calls. Supporting NSPCC campaigns by championing them with supporters and potential supporters.

• Action the administration of supporter requests and general donation queries, for example, updating personal details, mailing preferences and setting up or changing direct debits. Taking financial and personal details for e.g. contact details from supporters and recording this on the system.

• Provide support to the NSPCC Team Managers in the administration of the duty system for the Supporter Care Team.

• Assist the Supporter Care Team Manager in providing efficient administrative support to the team and wider function, including the embedding of new products and services.

• Working within NSPCC policy, procedures and standards. Assisting with invoice activities and the provision of purchasing activities such as ordering and maintaining stationery and other office supplies, for example.

• Collect/collate and input data from team and other sources as required by the Supporter Care Team Manager, team and/or directorate and national functions and produce basic statistical reports.

• Speaking to supporters about their legacy, handling sensitive information and correspondence in relation to this, for e.g. letters from Will executives.

• Troubleshoot minor computer problems for the team, taking advice from the Business Systems and Analysis team as necessary.

• Provide support as required to other sites in their administration activities.

• Receive clients and visitors to the office and direct them or inform colleagues of their

  arrival as appropriate.

• Ensure that appropriate security measures such as signing in and out and wearing visitor passes are followed.

• A commitment to safeguard and promote the welfare of children and young people

Responsibilities for all Staff within Income Generation

• A commitment to safeguard and promote the welfare of children and young people.

• To update databases and supporter information systems on a regular basis in line with Data Protection legislation and NSPCC policy and procedures.

• To actively participate in regular department and team meetings, contributing to strategy, discussions and decisions which will be beneficial to the Directorate and wider NSPCC activities.

• To adhere to all the NSPCC’s service standards, policies and procedures.

• To evidence an understanding of and commitment to the demonstration of the

  NSPCC’s values.

• To maintain an awareness of and comply with NSPPC data protection regulations and to ensure currency of changing GDPR regulations.

• To be responsible for personal learning and development, to support the learning and development of others and the whole organisation.

• To work in a manner that facilitates and encourages inclusion.

• To be pro-active in identifying ways to improve personal and team performance.

• To maintain an awareness of own and others’ Health and Safety and comply with the NSPCC’s Health and Safety policy and procedures.

• To take personal responsibility for keeping up to date with NSPCC work to end cruelty to children, including securing updates on project and service developments and general NSPCC news.

  Person specification

1. Excellent interpersonal and customer service skills: able to communicate accurately, clearly, concisely, with colleagues, service users, members of the public and outside agencies with integrity and good judgment on the telephone and in writing.

2. Experience of working in an office environment providing secretarial/administrative support.

3. Ability to prioritise, manage own workload and work to deadlines.

4. Ability to build, manage and develop relationships and work flexibly, as part of a team.

5. Ability to follow guidelines and procedures and to work to set standards without supervision. As well as deal appropriately with sensitive and confidential material.

6. Excellent written and oral communication skills: ability to write emails, letters and notes of meetings clearly, concisely and accurately, and input information accurately into the database. Dealing effectively, efficiently and appropriately with supporters, staff, senior managers and external organisations.

7. Basic numeracy skills in order to collect/collate statistical information accurately.

8. Experience in delivering high standards and meeting KPIs within a customer focused environment.

9. Ability to successfully negotiate with others to achieve desired outcomes.

10. Ability to adapt and work within a service area using new technology. Knowledge and experience in using Windows-based software packages and Outlook

Safer Recruitment

As an organisation, we are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk.

Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with our children and adults.

The recruitment and selection of our people will be conducted in a professional, timely and responsive manner and in compliance with current employment legislation, and relevant safeguarding legislation and statutory guidance.

Our principles:

• Always seek to recruit the best candidate for the role based on merit including their skills, experience, motivation and competencies. Our robust recruitment and selection process should ensure the identification of the person best suited to the role and the organisation.

• Committed to diversity and equality of opportunity and will interview all applicants (internal and external) who self-declare at application as having a disability and who meet the minimum requirements in the person specification of the vacancy they are applying for.

• We will make reasonable adjustments at all stages of the recruitment process in order to enable successful candidates who declare disabilities to start working or volunteering their time with us.

• Any current member of staff or volunteer who wishes to apply for vacancies and is suitably qualified will be considered and addressed fairly and objectively based on their merit.

• As an organisation committed to safeguarding, we will ensure all under 18’s joining the organisation will have ongoing risk assessments to ensure their role and activities are safe and appropriate.

• All documentation relating to candidates will be treated confidentially in accordance with the GDPR legislation.