Supporter Care Assistant
Canal & River Trust
- Birmingham
- Permanent
- Full-time
- Manage supporter correspondence to an exceptional standard, ensuring service level agreements are met - manage the supporter cases and complaints, which includes correspondence with supporters; ensure that SLAs are set and met and seek advice and help to ensure all supporter queries are answered. This will be done in Sugar CRM.
- Ensure that new supporters receive an exceptional Welcome Journey - extract data from our systems to ensure fulfilment of Welcome packs for all new supporters; ensure all supporters have welcome call and will supply welcome call data & will check returned data.
- Manage direct debits for new regular givers - manage queries around the set-up and processing of all new direct debits including electronic data; import new direct debits signs ups from suppliers and ensure that all information is stored correctly in the Trust CRM system.
- Managing costs and supplier processing within the Supporter Care Team - Create Purchase Orders, process invoices and manage Shopping Carts.
- Act as a champion across multiple fundraising platforms - Act as a Sugar CRM & WoodsVallData (Contact Manager) superuser for the wider fundraising team. Provide relevant documentation around new processes that are created within Supporter Care for others to learn and develop from.
- Manage the database of supporters in Sugar CRM - all supporter feedback and changes to status or preferences are recorded accurately in the CRM and actioned as appropriate; take a proactive role in suggesting where better processes, systems and procedures should be put in place
- Support the wider Supporter Development Team – Managing the teams navigate and sharepoint space; taking on additional administration support as agreed by line manager and when appropriate making recommendations for future products and campaigns.
- A level standard desirable
- Highly organised with exceptional attention to detail
- Proven track record in supporting a successful supporter care programme
- Demonstrable experience of processing and inputting personal data with a strong understanding of GDPR compliance
- Good experience in working with a range of systems and processes.
- Experience of dealing with customer/supporter queries, complaints, or requests - strong and evident customer service mindset essential
- Excellent understanding on direct debits, standing orders, gift-aid and other payment methods.
- Experience of ‘quality control’ within a programme
- Experience of working with wider teams and agencies to support supporter care programmes
- Experience working in a remote or hybrid role, where video conferencing/meetings are a standard part of the working day
- Competence in Microsoft Office, especially Teams, Word, and Outlook
- Excellent understanding on direct debits, standing orders, gift-aid and other payment methods.
- Excellent working knowledge of CRM and database systems
- Experience of remote or hybrid working desirable
- Experience of using video conferencing for regular meetings
- Advanced people skills
- Competence in Microsoft Office, especially Word, Outlook and Excel
- Exceptional attention to detail,
- Highly organised
- First class time management skills
- Friendly, collaborative, with a clear supporter care focus and strong attention to detail
- 25 days paid holiday, plus paid Bank Holidays, increasing to 27 days plus Bank Holidays after 3 years
- Annual £200 personal learning & growth award to spend on any learning related activity – hobbies; aspirations etc.
- Free access to specialist counselling on a range of issues – health; financial; lifestyle; well-being; domestic & neighbourly matters.
- Access to a range of employee benefits including – store discounts; boating holiday discounts; holiday purchase scheme.
- 2 days paid volunteering leave, volunteering for local community project work.