Supporter Care Officer

Based within the Fundraising Team, this role is responsible for providing exceptional supporter care to our donors and fundraisers, ensuring accurate record keeping and reporting, and supporting various income streams for the charity including individual giving and community fundraising. It is an important role within the Fundraising and Communications Department, which is responsible for raising the profile of the organisation and the experiences of those we are here to help, and mobilising support to the cause.

This role will help acquire and steward existing and prospective supporters, including individuals, schools and faith groups taking part in fundraising events and activities, as well as one-off and regular donors. It will ensure people receive an excellent supporter experience, so that both they feel valued and informed about the impact they are making.,

• Be the first point of contact for all fundraising enquiries, providing information, support and materials quickly and efficiently.


• Ensure that supporters receive timely and relevant charity updates and thanks, and that all scheduled communications add value to the relationship.


• Assist in organising acquisition and donor care events (in-person and online), showcasing the service and encouraging a deeper connection to the cause.


Fundraising Administration and Best Practice

• Manage and update supporter records and report on fundraising activity and performance.


• Work with the Fundraising and Finance Teams to process donations and reconcile fundraising income.


• Prepare supporter data analysis reports to support planned activity.


• Assist with fundraising, marketing projects, and campaigns.


• Ensure activity and communications meet fundraising best practice, as well as our brand guidelines and organisational values.


• Ensure supporter data is handled sensitively and in line with data protection and our privacy policy.


• Keep up to date with fundraising best practice and legislation.


• Maintain a comprehensive knowledge of the organisation's service provision and impact.


Community Fundraising and Individual Giving

• Lead on relationships with existing community supporters, including fundraisers, schools and faith groups, ensuring an excellent supporter experience.


• Help to identify opportunities to grow our community of supporters, and plan engagement initiatives and events that raise the profile of the organisation and lead to increasing levels of public support.


• Work with colleagues to acquire new supporters using a planned process of cultivation, conversion and stewardship.


• Support the Senior Individual Giving and Legacies Officer and Senior Philanthropy Officer to develop and implement campaigns and donor journeys.


Volunteering and Gifts in Kind

• Work collaboratively with volunteers and the Community Partnerships Team to ensure adequate support for fundraising activity and outreach opportunities.


• Work collaboratively with the Facilities Team to maintain and develop our food donation programme.


General

• To attend meetings internally as and when necessary, for example, Directorate, Management and planning meetings.


• To undertake such other duties within the competence of the post holder which may be required from time to time.
  
  Experience in an administrative role


• Excellent IT skills, working with a variety of systems including Microsoft packages and databases


• Strong planning and organisational skills including personal self-management, work administration, reporting and follow-up


• Understanding of the principles of and being passionate about supporter care


Abilities

• Communicate effectively, verbally and in writing, to internal and external stakeholders


• Build strong working relationships with supporters of all levels


• Work in a logical, organised manner with a high level of attention to detail


• Able to multi-task and be comfortable working as part of a small team, as well as independently


Personal qualities

• Proactive individual with a positive attitude who can work collaboratively across teams to achieve excellent outcomes


• Focused and results driven, with a readiness to seize new opportunities and source new ideas


• Creative and lateral thinker with a flexible attitude to changing priorities and environment


• Commitment to advancing mission and values of Your Place


• Willingness to work outside of normal office hours if and when required


Desirable criteria

• Experience working in fundraising environment


• Experience using a supporter database


• Knowledge of Code of Fundraising Practice, and fundraising laws and regulations


• Strong interest in working for a homelessness charity


• Committed to continuing professional development