Supporter Care and Database Assistant

To ensure individual supporters are treated in a responsive and respectful way. Also, to support the Fundraising team with the maintenance of records / transactions and assist with the management of MAP's fundraising database: Microsoft Dynamics. About You As a Supporter Care & Database Assistant you will be the first point of contact for our supporters, community groups, organisations, media representatives & others who get in touch with MAP directly by phone, email and by post. You will ensure that data entry into our fundraising database: Dynamics, is accurate and kept up to date, to enable us to steward our supporters effectively. You will also be responsible for banking donations received at our London office and thanking our wonderful donors. We're looking for someone who is passionate about providing excellent customer service and is a clear communicator. You'll understand how important it is for MAP to engage with our supporters effectively to ensure lasting relationships. Duties and key Responsibilities Be responsible for responding to supporter enquiries by telephone, letter and email, within our service level agreements. as well as handling outbound supporter care calls and other communications.

• Process donations from multiple income streams, ensuring supporters are thanked according to internal guidelines.
• Maintain supporter and organisational records in our database.
• Using data securely and with best practice data protection principles in line with GDPR.
• Help MAP to maximise return from the Gift Aid scheme by ensuring declarations are added correctly and updated where necessary.
• Develop & maintain effective working relationships with colleagues in & outside of fundraising.
• Carry out ad-hoc tasks when necessary, as discussed & agreed with the Supporter Care & Database Manager.
Other responsibilities
• To assist with the banking of cheque and cash donations received at head office.
General Responsibilities
• Support the mission, ethos and values of MAP
• Support and promote diversity and equality of opportunity in the workplace
• Work collaboratively with others in all aspects of our work
• Represent and be an ambassador for MAP
• Maintain and improve competencies through continuous professional development
• Abide by organisational policies, codes of conduct and practices, Please note we're not responsible for the content of job ads, as they're posted by the recruiter. We'll aim to resolve the reported issue and we'll use your feedback to improve the quality of our ads.
  
  Experience of supporter or customer care
• Experience of customer relationship management (CRM) databases
• Experience of using Dynamics is desirable
• Experience of transaction processing, e.g. credit cards, cheques
Skills and abilities
• Good interpersonal skills and an excellent team player. Someone who is open, able, and willing to deliver beyond a personal brief
• Ability to work well under own initiative, meet deadlines and have a good attention to detail
• Interest and ability to learn technical skills relating to the functions of the fundraising database.
• Good communicator with an ability to share information in clear and concise language
• Strong attention to detail
Education/training
• Able to use a computer with confidence, advanced MS Office desirable
Personal attributes and other requirements
• Commitment to a zero-tolerance policies on sexual exploitation & abuse/safeguarding.
• Commitment to anti-discriminatory practices and equal opportunities.
• Commitment to the values and ethos of MAP (Solidarity, Dignity, Impact & Integrity).
• An ability to apply awareness of diversity issues to all areas of work
• Ability and willingness to work weekends/evenings on occasion to support events and other charity activities in the UK, and to travel overseas where necessary.
  
  Medical Aid for Palestinians (MAP) works for the health and dignity of Palestinians living under occupation and as refugees. MAP is the leading UK charity delivering health and medical care to those worst affected by conflict, occupation, and displacement, in the occupied Palestinian territory and Palestinian refugee camps of Lebanon.