Supporter Care and Database Assistant by hbaKk15

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									                                             THE BIG ISSUE

                                           JOB DESCRIPTION

JOB TITLE:                                             DEPARTMENT:
Supporter Care and Database Assistant                  Fundraising
REPORTS TO:                                            LOCATION:
Supporter Care and Database Manager                    Vauxhall, London
1. Mission

The Big Issue aims to achieve social change through self-help. It is:
 A social initiative that provides opportunities for vendors to earn money;
 A Foundation that enables vulnerably housed people to access support services;
 A media organisation that publishes a high-quality current affairs magazine.
Together, the Big Issue Company and Foundation strive to create opportunities for people facing
homelessness to take greater control of their lives, and to campaign on behalf of and empower socially
excluded people.
2. Main Purpose of Job

To support the Supporter Care and Database Manager and play a key role in delivering excellent
customer service; to be responsible for championing data management and processes across The Big
Issue Foundation and to support the management of our supporter database, The Raiser’s Edge. To
ensure data is accurate, up to date, free of duplicate records, relevant, compliant to The Data Protection
Act, consistent, complete and supports the aims and objectives of The Big Issue Foundation.

3. Key Responsibilities

Key tasks
 To provide a first class professional service and excellent customer care to all of the organisation’s
   current and potential supporters
 To be the first point of contact for The Big Issue Foundation’s current and potential supporters who
   contact us by telephone, letter or email in dealing with all complex and non-standard enquires,
   request for information and complaints.
 To log, track and report on all telephone and written communications from supporters on The
   Raiser’s Edge.
 Implement a programme of proactive supporter care initiatives which support the activities and
   objectives of The Big Issue Foundation fundraising and communications departments.
 To contact supporters who The Big Issue Foundation wish to establish (or re-establish) a relationship
   with. To understand why supporters may have ceased giving to The Big Issue Foundation and to
   offer alternative forms of support (financial or non-financial) to encourage these supporters to re-
   engage their interest in The Big Issue Foundation.
 To log, track and report on why supporters have stopped supporting The Big Issue Foundation and to
   analyse these findings to gain understanding of how The Big Issue Foundation can re-engage these
   supporters.
 To follow up all requests for information (such as from potential investors) to ensure we are
   proactively engaging with and winning these enquirers’ High Value support.
 To share best practice with the rest of the team and the organisation as appropriate and to provide
   customer care ‘consultancy’ and support to other internal departments and teams in our areas of
   expertise.
 To support internal vendors and external supporter satisfaction surveys to establish the levels of
   service provided by the whole team and to find ways to improve and enhance the service we provide
   where and when we can.
 To work with the Supporter Care and Database Manager to establish and set service standards for
   the Supporter Services department.
 To develop strong working relationships with our key stakeholders in the organisation to ensure that
   we are supporting them appropriately and proactively in all aspects of Supporter Care.
 Run complex queries, exports and reports on Raiser’s Edge for data selections, data analysis and
   reporting purposes.
 Upload bulk data by running Global Adds and performing data imports on Raiser’s Edge
 Administration of direct debits and standing orders
 Processing of online registrations and donations
   To establish a bank of high quality supporter-focused communications for thanking of all donations,
    dealing with enquiries and complaints. To monitor and amend in order to ensure information is up to
    date and appropriate.
   Set up letter templates on Raiser’s Edge
   Produce and send supporter thank you letters using Raiser’s Edge mail merge functionality.
   Send enquiry and registration Packs for events
   Support our management of Gift Aid and make sure all gift aid declarations and claims are valid and
    compliant with HMRC regulations
   General housekeeping of Raiser’s Edge as directed by Supporter Care and Database Manager.
   Merge duplicate constituent records on Raiser’s Edge
   Open and distribute post
   To process all fundraising income according to agreed procedures
   Responsible for supporter and gift data entry and accurate record keeping.
   Create reports for Senior Management Team and Trustee meetings
   To deputise for the Supporter Care and Database Manager as and when required.
   To undertake and any other reasonable tasks as advised by the Supporter Care and Database
    Manager.


General

   To ensure that the organisation maintains and increases its supporter base and increase its
    fundraising income
   To support other teams/departments to achieve their objectives and targets
   Maintain an up to date knowledge of The Big Issue Foundation, including an understanding of the
    principles of service brokerage and outreach work.
   To support The Big Issue Foundation’s corporate volunteer programme
   Undertake any other duties of a compatible nature as may be required from time to time.
   To be committed to the aims and the objectives of The Big Issue Company and Foundation.
   Ability to take ownership and responsibly for all areas of work within the team
   Work in a safe and efficient way, to adhere to and implement The Big Issue’s Health & Safety, Equal
    Opportunities and other policies and procedures
   To ensure the office maintains a good standard of housekeeping and efficiency.
   To undertake any other ad hoc duties as and when required by your manager.

4. Job Dimensions

Number and type of people managed:
   None

Internal Contacts
     All other departments of The Big Issue Foundation, as well as some staff within The Big Issue
       Company Ltd., such as the Editorial and Production Departments, the Publisher and the
       Distribution Department.

External Contacts
    Suppliers, agencies, supporters, participants, sponsors and various others.

Purchasing budget
    No financial responsibility.


5. Decision Making Parameters

What decisions can the jobholder make on their own?
   Follows established procedures but has some scope for making day-to-day decisions with no
      strategic element.

What do they need to consult their manager about or obtain approval for?
   Anything that goes beyond the agreed limits of the role’s decision-making authority.
6. Special conditions

Unusual requirements for this particular job
    None

7. Person Specification
Essential skills and qualities required to do the job:

       Excellent customer/supporter care skills.
       Proven experience in a front-line supporter/customer care role in a similar supporter/customer
        service environment.
       Excellent knowledge of charity database(s) preferably Raiser’s Edge.
       Good working knowledge of HMRCs Gift Aid scheme
       Experience of working independently to defined targets.
       Proven track record of providing high quality service excellence in an office environment.
       Knowledge of MS Office.
       Excellent written and verbal communication skills.
       Ability to prioritise workload.
       Ability to build rapport and engage with supporters.
       Self motivated with the ability to take initiative.
       Strong team player – supports and motivates team and colleagues about supporter care.
       Ability to generate and manage own workloads and work well under pressure and achieve
        deadlines.
       Commitment to The Big Issue Foundation’s aims, objectives and values.
       Good networking skills.
       Strong communication skills.

Desirable skills and qualities required to do the job
       Experience of working in a voluntary sector environment.
       A good understanding of marketing and fundraising practises and principles.
       Telemarketing experience.
       An understanding of data protection issues.
       Good project management skills.
       Good negotiation skills.

Qualifications required to do the job

       Minimum requirement - GCSE’s / A Levels


JOB HOLDER                                     MANAGER
SIGNATURE:                                     SIGNATURE:

DATE:                                          DATE:

								
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