Supporter Care Officer

Supporter Care Officer

Job Title: Supporter Care Officer

Type of charity: Animal charity

Contract length: Permanent

Location: North West London

Hours per week: 35, hybrid working with a minimum of two days in the office

Salary: £26-29k depending on experience

Closing date for applications:Wednesday 8th May 2024 at midnight, interested applicants are encouraged to apply early.

Interview dates: We will be conducting first round interviews via Teams w/c 13th May, followed by 2nd round interviews in person w/c 20th May. We will be contacting successful applications by COP Friday 24th May.

As a Supporter Care Officer, you'll play a vital role in the Fundraising Team, ensuring excellent customer experiences for our valued supporters.

This role involves managing the in-house supporter care function, which includes processing all incoming mail and phone donations, thanking of donations, database updates, and response handling of all supporter enquiries. You'll be instrumental in nurturing lasting relationships that enhance supporter engagement and drive future income to support our mission.

We need a dynamic individual with experience in managing multiple enquiries, strong organisational skills and a track record of cultivating effective relationships with varied audiences. You will excel in providing timely and warm communications that leave supporters feeling appreciated and valued. This role requires a strong multitasker who consistently meets deadlines.

We are looking for someone who shares the charities ambitions to grow income significantly over the coming years, and face into challenges and opportunities along the way.

The post holder will be joining the charity at an exciting time. Ambitious plans are in development to raise the charities profile and deliver their strategic objectives over the coming years so they can broaden reach and deepen impact for dogs, cats, pet owners and communities.

Generally, you will:

• Accurately process all incoming postal and phone donations, and deliver prompt thank you letters that make donors feel valued and appreciated.
• Provide regular reporting for individual giving income across multiple channels.
• Manage the renewals process to retain individual donors participating in their sponsorship and membership programmes.
• Maintain accurate donor records and interactions in their CRM system, Raisers Edge.
• Manage and respond to all incoming supporter communication by email, phone, letter, and other channels, ensuring each interaction is addressed promptly and with a warm and personalised approach.
• Ensure that existing and prospective donors feel appreciated, valued, and inspired to continue supporting the charity.

To be successful in this role, you will:

• Have a proven and successful track record of delivering excellent customer experiences.
• Have experience processing donations, handling supporter requests and juggling multiple projects.
• Have demonstrable ability to be polite and tactful when dealing with donors, including when handling complaints.
• Be organised: able to multitask and prioritise workload, including organising and planning daily and weekly activities to meet deadlines.
• Be positive and enthusiastic: willing to go above and beyond at key times.

If you share our passion for helping animals in need and thrive in a collaborative, proactive environment, we want to hear from you! Join us on our mission to make the world a better place for dogs, cats, pet owners, and communities.

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At Love Success, we champion diversity, equity, and inclusion, embedding these values into every aspect of our operations. Our unwavering commitment to these principles is evident in our recruitment practices and our comprehensive training and development programs. We partner with organisations that share our dedication to fostering diverse and inclusive workplaces, where individuals can be their true selves in the workplace. Together, we strive to promote equality and create opportunities for all.

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