recruitment pack supporter liaison officer dec11

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					  Recruitment Pack
Supporter Liaison Officer
Job Description

Job title:                    Supporter Liaison Officer
Place of work:                47-49 Durham Street, London, SE11 5JD
Band:                         E
Reports to:                   Supporter Liaison Manager
Manages:                      N/A
Budget responsibility:        N/A


Introduction
WaterAid’s voluntary fundraising is set to grow significantly over the next 3 years in
order to meet the needs of a rapidly growing organisation. The Supporter Liaison team
aspire to deliver sector-beating supporter care, and to champion the supporter
experience across the organisation.


Job purpose
The purpose of this role is to support the Supporter Liaison Manager in delivering
sector-beating experience to current and potential supporters. This role will ensure that
all responses to enquiries and complaints, via telephone, email and letter, will be
handled to an extremely high quality. This post will allow the team to build loyal,
committed supporters, and help to deliver long term income through the provision of
exceptional supporter care. This post will also deputise for the Supporter Liaison
Manager in their absence.


Key accountabilities
   Be the first point of contact for WaterAid’s supporters and potential supporters who
    contact us by telephone, letter or email. To deal with complex and non-standard
    enquiries, requests for information and complaints.
   To supervise the day to day workload allocation across the Supporter Liaison team,
    ensuring that all turnaround times are met consistently
   Ensure that systems are set up and working effectively to allocate workload, and
    quality check day to day work across the team to maintain consistently high
    standards
   To support the Supporter Liaison Advisors in handling more complex enquiries,
    complaints and project work, and lead by example in delivering exemplary supporter
    care
   To train all new Supporter Liaison Advisors in all aspects of their day to day
    activities, and monitor their ongoing training needs



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   To lead on and take ownership of new supporter care initiatives, and ensure projects
    are implemented and rolled out across the team
   Manage the Supporter Liaison team in the absence of the Manager, and to assist
    the Manager in managing and monitoring the workload within the team. Deputise for
    the Supporter Liaison Manager as required.
   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.
   Optimise available reporting systems in order to best monitor and report on
    supporter feedback and to use this information to support and influence other areas
    of the organisation
   Proactively seek ways to change or enhance Supporter Care processes and
    procedures and implement improvements as appropriate
   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.
   Able to work flexible hours if necessary, and willing to travel abroad
   Undertake any other reasonable tasks as advised by the Supporter Liaison
    Manager.




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Person Specification
Essential
 A levels or equivalent, with Maths & English GCSEs
 Demonstrable success at delivering exceptional customer care within a charity or
  commercial environment, especially over the phone
 Ability to take ownership and responsibility for all areas of work within a team
 Strong team player who supports and enthuses team and colleagues about
  supporter care
 Ability to talk passionately to supporters about our work, inspiring them to start/keep
  supporting us.
 Attention to detail, with the ability to quality check own and others’ work
 Excellent written and verbal communication skills
 Knowledge of MS Office, especially Word,Excel and Outlook
 Self motivated, with the ability to take initiative
 Proven organisational skills and workload prioritisation
 A positive and proactive approach
 A commitment to WaterAid’s values and working principles



Desirable
 Experience of working in a voluntary sector environment
 A good understanding of marketing and fundraising practises and principles
 An understanding of data protection issues
 Good working knowledge of customer database(s) such as Raiser’s Edge
 Empathy with overseas development issues




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Abbreviated Terms & Conditions
Salary            Starting salary ranging from £25,072 pa
Location          WaterAid, 47 - 49 Durham Street, London, SE11 5JD
Working Hours     Full time (minimum 35 hours per week). Core office hours are
                  between 10.00am and 4.00pm
Annual Leave      25 days per year. This increases to 27 after four years’ service.
                  Plus UK public holidays
Contract Period   The post is offered on a permanent contract
Probation         The appointment is subject to the satisfactory completion of a six
                  month probationary period
Benefits          Group Personal Pension Scheme with following contribution rates:
                    Employee’s Contribution         E Employer’s Contribution
                    3%                                6%
                    4%                                8%
                    5%                                10%
                   There is an option for pension contributions to be made through a
                   salary sacrifice arrangement
                  Life Assurance
                  Interest free season ticket loan, available on completion of
                  probation
                  Employee Assistance Programme with access to 24 hour free and
                  confidential helpline
                  Child Care Voucher and Bike Salary Sacrifice schemes




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Recruitment process
Closing date: 16th January 2012
Interviews: 23rd and 24th January 2012
Second Interviews: TBC

To apply, please send us the following:
   1. A supporting statement of no more than two A4 pages with a summary of why
      you are applying, your skills and experience and how these are relevant to the
      role, how you meet the person specification requirements and what in particular
      you would bring to WaterAid.
   2. A copy of your current CV
   3. The names, positions and contact details of at least two referees, including your
      current or most recent employer. No contact will be made with any referee in
      advance of an offer being made, without your prior approval.
   4. The completed equal opportunities monitoring form.
   5. WaterAid is committed to welcoming people from the widest possible diversity of
      backgrounds, culture and experience, and is signed up to the Positive About
      Disabled People scheme. We will make any practical reasonable adjustments to
      enable disabled people to participate fully in an inclusive working environment.
      Please let us know if you are disabled and need any assistance in making your
      application. Please also let us know if you have any special requirements, should
      you be selected for interview.

Send your application to jobs@wateraid.org with the job title in the subject heading




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