Supporter Care Assistant

Bain Research UK (BRUK) funds world-class research to discover the causes, develop new treatments and improve the lives of all those who are affected by neurological conditions.

Thanks to the generosity of our supporters vital life changing, life-saving neurological research can be funded.

We are a well-established charity that has recently launched a new strategy to accelerate the progress and funding of neurological research.  This is a new role.  As a small and ambitious charity, we are seeking someone who is keen to join a growing team and develop their skills and career within a vibrant, positive organisation.

The role

Reporting to the Events and Community Fundraising Manager, you will play a crucial role as part of the Fundraising Team by providing the highest levels of fundraising and event administration support to ensure the provision of seamless, excellent supporter care and assistance to our supporters.

Whilst this role is primarily providing administrative support for our fundraising and event activities, there will be opportunities to be involved with all other aspects of the charity.

The successful candidate will need to be a good team player, able to work independently, flexible, hardworking and prepared to play an enthusiastic role in helping to deliver excellent supporter care and increased fundraising income. Excellent verbal and written communication skills are essential.

Responsibilities

In this position, you will:

·         Be the primary contact point with our supporters and fundraisers to provide excellent customer care

·         Answer general public and supporter enquiries that come in by telephone, email and mail in a way that makes them feel important and valued regardless of the nature of their enquiry

·         Ensure all fundraising income (cash, cheques online platform donations) is processed and recorded correctly onto the Donorfy database, and thanked in a timely manner

·         Record as necessary enquiries, correspondence and responses on Donorfy

·         Be the primary point of contact for our challenge events and community fundraisers. Build excellent relationships with them and provide materials and support, liaising before, during and following their activity/event as needed

·         To work with the team to provide support for key fundraising activities such as the London Marathon and other challenge events.  This will include assisting with event administration, answering telephone calls, responding to emails, thanking participants, processing donations, sending materials to participants and updating records on Donorfy

·         Monitor our general email inboxes and respond to all enquiries in a timely manner

·         Monitor Social Media and assist with providing content and responding to any enquires that come through these mediums

·         Be responsible for ensuring stock control is monitored, both at the office and at our fulfilment house

·         Appeal support: this may include contributing to content and will include monitoring schedules and deadlines

·         Liaise with our fulfilment house and/or other suppliers, where necessary

·         Liaise with finance as required

Person specification

 You will be keen to develop your existing skills and to learn and absorb new skills.  You will be methodical and well organised and provide careful attention to detail

It is essential that you have the following skills:

·         Supporter care – must be able to provide our supporters and the general public with excellent customer service both written and over the phone

·         Time management – you must be able to effectively manage your time and workload

·         Attention to detail -  you must be able to consistently produce accurate work

·         IT literacy – you must be proficient in Word, Excel, Outlook and, ideally, PowerPoint

·         Familiarity with the use of social media

It is desirable that you have the following skills:

·         Familiarity with CRM and/or database

Knowledge

It is desirable that you have the following knowledge:

·         Knowledge of fundraising principles and practices

This job description is not intended to be exhaustive in every respect, and you may be required to carry out any other duties that fall reasonably within this role. There may be occasions where you will be required to work evenings and weekends at events.

This is a description of the job as it is presently constituted.  It is BRUK practice to review job descriptions and to update them from time to time, in consultation with the post-holder, to ensure they relate to the job as then being performed, or to incorporate whatever changes are reasonably required.