Administrator (Customer Care)
SMH201955 - Administrator (Customer Care)
Deadline: 10/09/2019 09:00
Hours: 22.5 (3 days per week)
Benefits: 21 days holiday, Employee Assistance Programme, Full induction and training, Pension scheme with employer contributions
Job Type: permanent
Harrogate District Hospice Care is a registered charity in England and Wales (518905) with a family of services operating as Herriot Hospice Homecare, Just ‘B’, Saint Michael’s Hospice and Talking Spaces.
Can you make a difference? Do you enjoy a challenge? if so come and join our busy and expanding Fundraising Customer Service Team. You will be the first and main point of contact for all enquiries to the Fundraising Team, taking responsibility for answering or resolving queries promptly and accurately and delivering excellent customer service to meet the agreed standards. You will also make outgoing calls to our supporters to ensure we maintain their support/stewardship.
As part of the team you will need to ensure that the Customer Relationship Database is maintained accurately, with donations and contacts acknowledged and recorded accurately meeting the standards or regulations and data protection regulations. You will support the operation of Saint Michael’s lottery according to the required procedures. You will also provide information to colleagues as necessary to support the Customer Relations or Finance Team.
You will need excellent customer services skills, and be confident in dealing with and resolving queries by a variety of communication channels sensitively and effectively. With strong IT skills you will need to have experience of working with and updating databases with a high degree of accuracy and attention to detail, and providing information and figures. You will need excellent organisational and problem solving skills, being able to prioritise your time, and work well under pressure and with distractions.
• Competitive rates of pay
• 21 days paid holiday per year
• Comprehensive Induction Programme
• Contributory Pension Scheme with employer contribution of 8% & variable employee contribution
• Employee Assistance Programme
• Free Car Parking/Walking distance from Hornbeam Park Station
• Free DBS/CRB check
Successful applicants are required to provide an enhanced disclosure. Disclosure expense will be met by employer.
Completed applications to be received by 9.00am on 10th September 2019
Interviews will be held on 18th September 2019 at Crimple House.
As part of the Supporter Care Team provide a range of customer service, marketing, fundraising and administrative support of the highest standard to donors, supporters and other members of the Community Relationships Team.
To be the first and main point of contact for all enquires to the Fundraising team through all communication channels, taking responsibility for answering them promptly and sensitively providing accurate and appropriate information or if necessary direct appropriately.
To deliver excellent customer service, meeting the standards and deadlines set for the team at all times and following agreed systems and procedures.
Support in activities relating to stewardship and retention of donors, including generating mailings and making phone calls to strengthen relationships with donors and support their fundraising. Meeting targets in this area.
To input and reconcile all fundraising donations and communications ensuring that all databases are accurate and up to date and meet the requirements of data protection and fundraising regulations.
Using information provided by the Finance Team ensure that all cash donations received are coded correctly in line with guidance provided and recorded on the CRM. Meeting the required standard for accuracy, and timescales set for the team and ensuring that there is a full auditable trail for all donations received.
To accurately code, record and reconcile income from third party service providers including lottery and regular giving providers and organistaions such as Just Giving, Virgin Money, and CAF, ensuring all information is accurate and meets agreed timescales and standards and monitoring and managing the accounts and information received.
To receive information concerning new or updated direct debits or standing orders for sustainable income streams and ensure that they are setup correctly and all details recorded on the CRM and other systems as necessary.
To send out Gift Aid declarations to donors as necessary and receive completed forms for recording on the database including accurate tax status to enable the completion of regular Gift Aid Claims. To ensure that forms are stored or destroyed as required in line with data protection and financial regulations.
Produce and send out regular retention and customer service communications, acknowledgements and thank you letters to supporters ensuring that all details are accurate and that the tone of the communication is appropriate. Working with the Supporter Care Team Leader to maintain the suite of letters or documents used in communications with donors and supporters.
To ensure that marketing consent is pro-actively sought from all supporters at every opportunity, and is clearly and accurately recorded or updated to ensure that all data meets the requirements of the data protection regulations and allows Saint Michael’s to maintain its marketing relationships and maximise income generation.
To receive and resolve all enquiries from supporters concerning donations and income within agreed timescales following up issues raised and issuing any refunds as necessary.
To support the accurate and efficient operation of the lottery and management of prizes, ensuring that there are sufficient stocks of cheques and any other materials required.
To ensure that all activities, recording and data management meet the requirements of the legal and regulatory frameworks such GDPR, Fundraising Regulations, Charities Act, and appropriate preference services.
As part of the Supporter Care Team contribute to the development and maintenance of relationships with all suppliers.
To support the systems and procedures for the deployment and retrieval of collection boxes, ensuring that all income is dealt with according to procedures, thank you letters issued promptly with accurate information, and the volunteer collectors receive the support required including the provision of rotas, collections and any other information they require.
As part of the Supporter Care Team provide information and support to colleagues in the Community Relationships Team or Finance Team regarding income, campaigns, event registrations, information for audits producing reports or checking records as required.
To support the contribution of volunteers to the Supporter Care Team
To carry out the role in accordance with the law, the Hospice philosophy, and the Hospice policies on equality of opportunity and collective responsibility.
The above tasks are indicative of the role to be carried out. They may change from time to time in consultation with the post holder and in line with service need.
Line managed by: Supporter Care Team Leader
Essential Education and Qualifications
Good General Education
Experience of using of software databases and administrative processes
Experience of providing high standards of customer service
Essential Knowledge Skill
Excellent IT including use of Microsoft Office (word and excel) and Databases
Numerate and confident in dealing with figures and information
Skills in analysis of complex information and understanding of the wider picture
Able to analyse different types of information and take relevant action where necessary
Excellent Communication skills both written and verbal
Excellent and confident telephone manner
Excellent skills in providing customer service
Excellent interpersonal skills
Excellent organisational skills
Strong problem solving skills
Confident in dealing with and resolving queries or complaints
Ability to prioritise workload and work to strict deadlines.
Understanding of Gift Aid / Tax effective giving
Working knowledge of data protection and fundraising regulations
Understanding of working with volunteers
Ability to work with high degree of accuracy and attention to detail
Able to focus and concentrate despite distractions
Ability to work well under pressure and with a varied work load
Able to work on own initiative
Good collaborative working skills
Commitment to the delivery of high standards of customer service
Able to deal sensitively with enquiries and contacts from the public and relatives
Flexible attitude to work
Willingness to get involved with fundraising
Full understanding of and strong commitment to confidentiality
Understanding of and commitment to equality of opportunity and diversity procedures