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Download the role profile - Supporter Relations Assistant Ireland

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					                                                                                                                                                                                                                                    Christian Aid Role Profile
 Role title:           Supporter relations assistant                                           Line manager:                Church and Community Manager                                      Management responsibilities:                    No
 Role family:         Marketing & relationship management                                      Matrix manager:              N/A                                                               Expected travel per annum:                      No travel
 Positioned in:       Ireland                                                                  Budget authority:            No

 Role context                                                                     Role purpose                                                                                                Education and qualifications
 Based in the Belfast office this role works in the supporter services            This is a vital donor support role, providing an excellent level of service to Christian Aid’s              Essential: Educated to GCSE A level standard or equivalent.
 function in Ireland in the following areas Supporter Enquiries, Regular          supporters in line with the agreed targets for the Church and Community unit in Ireland. The                Desirable: An IT qualification
 Gifts, Data extraction and Financial Processing, ensuring that an excellent      role holder will play a key role in ensuring that all communications with supporters are of the
 level of service is provided to Christian Aid’s supporters making donations.     highest possible standard and using Christian Aid’s database to ensure it accurately reflects
 Takes responsibility for ensuring that donations are recorded and thanked        the details and wishes of our supporters. The role holder will be expected to fulfil the relevant
 promptly and professionally, that supporters details and wishes are              targets outlined laid out (for the relevant unit). The role holder will be expected to work in a unit       Knowledge required
 accurately recorded on Christian Aid’s supporter database Gift Aid is            which leads on the fundraising in Ireland, to handle single and regular gifts and supporter
 registered. The post holder will be expected to cross skill in other areas       enquiries as well as assist with the analysis of fundraising initiatives.
 including fundraising analysis.




                                                                                                                                                                                              Experience and skills
                                                                                  Role outputs                                                                                                 Essential: Administrative experience in a customer/supporter care environment.
                                                                                • Christian Aid’s manner. Christian Aid supporters receive an excellent level ofletter in a timely
                                                                                  and courteous
                                                                                                  supporters are communicated with by telephone, e-mail and
                                                                                                                                                                  customer service
                                                                                                                                                                                              Relevant experience of working with a customer or supporter database system. Good
                                                                                                                                                                                              MS Office and numeracy skills. An ability to communicate positively with supporters and
                                                                                  and are responded to in the relevant timeframes laid out in the agreed targets for the relevant             with colleagues by telephone, email and letter. To be able to exercise a sense of
 Relationships                                                                                                                                                                                urgency. Ability to provide excellent customer service when handling supporter
                                                                                  unit.
 Works closely with other administrative staff in Ireland. Communicates on                                                                                                                    enquiries. To be a proactive team worker, with a willingness to cover other positions in
 a daily basis with Christian Aid supporters.
                                                                                • Donations are recorded and thankedmaintainedand professionally. All supporters details The
                                                                                  wishes are accurately recorded and
                                                                                                                     promptly
                                                                                                                               on Christian Aid’s supporter database.
                                                                                                                                                                         and                  the unit when required. To display an attention to detail. Accurate data entry skills and
                                                                                                                                                                                              be able to administer own workload under guidance Excellent supporter database
                                                                                  Data Protection Act (1998) is adhered to in relation to all personal data held about Christian              skills. Numerate. Desirable: Experience with Gift Aid and the Data Protection Act
                                                                                  Aid's supporters.                                                                                           (1998).

                                                                                • Christian Aid’s supporters receive an excellent level of customer service.

                                                                                • appropriate. and Community Unit is effectively supported and assisted on tasks where
                                                                                   The Church




 Decision-making
 Responsible for ensuring that Christian Aid’s supporters receive excellent                                                                                                                   Christian Aid core IT skill requirement          Intermediate
 service, in line with the agreed targets. Responsible for ensuring that each                                                                                                                 General
 and every Christian Aid supporter is encouraged to contribute to Christian
 Aid to the maximum of their potential, though receiving a professional,
                                                                                                                                                                                          •   Further details of specific tasks and duties will be agreed with the line manager as part
                                                                                                                                                                                              of the performance agreement. Any reasonable duty may be assigned that is consistent
 personalised service from Christian Aid and for ensuring that Christian
                                                                                                                                                                                              with the nature of the job and its level of responsibility.
 Aid’s database accurately reflects the details and wishes of Christian Aid’s
 supporters.                                                                                                                                                                              •   Abide by the Code of Conduct, policies and procedures within Christian Aid.
                                                                                                                                                                                          •   This role profile is not prescriptive; it merely outlines the key behaviours the role-holder
                                                                                                                                                                                              requires to be successful in the role; the key behaviours and responsibilities are subject
                                                                                                                                                                                              to change. Any changes will be made in consultation with the role-holder.

                                                                                                                                                                                          •   Must be in sympathy with the aims of Christian Aid as it seeks to express the concerns
                                                                                                                                                                                              of the Churches in relief and development, and strengthening poor communities.


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 Core competencies:                                                                                                              Role-specific competencies:

 A: Innovation and creativity                                                                                                    F: Attention to detail
 These behaviours are about demonstrating openness to new ideas and seeking opportunities for Christian Aid to grow and          Working in a conscientious, consistent and thorough manner.
 be more effective at achieving its essential purpose. We also seek to learn from our experiences, adapt appropriately to
 change and make effective decisions on the most appropriate intervention.
                 Contribute to the creation of new opportunities for Christian Aid's growth or improving work group working
    •      L2
                 practices.
                                                                                                                                   •      L2     Contribute to recognition of less obvious information

    •      L2    Contribute to the promotion and implementation of learning within the work group.                               G: Customer focus
                 Contribute to the success of change initiatives and understand the need for change as a means of                Providing service excellence to internal and/or external customers. E.g. partners, supporters, beneficiaries,
    •      L2
                 strengthening the organisation.                                                                                 colleagues.
    •      L2    Make day-to-day decisions that impact on the delivery of a work group goal.
                                                                                                                                   •      L3     Provide added value
         B: Effectiveness and accountability
 These behaviours are about demonstrating the ability to organise and execute work plans in a way that strengthens the           H: Information gathering and processing
 work of Christian Aid. Everyone is accountable for their contribution to the achievement by Christian Aid of aims and           Locating and collecting data from appropriate sources and analyzing it to prepare meaningful and concise reports
 objectives set out in its key strategy document Turning Hope into Action.                                                       that summarize the information.

    •      L1    Assist others to complete work in the most cost-effective manner, reaping the greatest benefit.
                                                                                                                                   •      L1     Analyse basic data
    •      L2    Contribute to the organisation and implementation of work group plans.
                                                                                                                                 I: Interpersonal sensitivity
    •      L2    Contribute to and deliver on work plans to achieve work group objectives.
                                                                                                                                 Communicating with sensitivity, fostering open communication.
                 Contribute to the identification of options for resolving issues affecting own work group, and work with
    •      L2
                 others to implement them.


         C: Team work                                                                                                              •      L2     Foster two-way communication
 These behaviours are about demonstrating effective working practices with individuals and work groups; supporters and
 partners; staff and volunteers; and any other stakeholders. They emphasise the need to act as one organisation in an            J: Initiative
 environment that reflects many different cultures and disciplines.                                                              Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

    •      L2    Contribute to and apply Christian Aid's culture, structures and policies within a work group.

    •      L2    Contribute to the effectiveness of the work group.                                                                •      L1     Identify immediate action needed

    •      L2    Contribute to a culture that positively values the diversity of people, views and ideas within Christian Aid.

    •      L2    Contribute to the positive achievements of work-group objectives.


         D: Communication and interaction
 These behaviours are about relating to others, communicating and networking effectively about the work of Christian Aid,
 and presenting information and expressing opinions confidently to internal and external audiences.



    •      L2    Contribute to the delivery of information, ideas and opinions within a work group.

    •      L1    Support the use of networks to further the objectives of the work group.

    •      L2    Share ideas, question opinions and participate in discussions confidently.

    •      L3    Engage confidently using English language.


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