Supporter Care Administrator

Reporting to the Supporter Care Lead, the Supporter Care Administrator will be a key member of the Supporter Care sub-team, within the Fundraising & Supporter Engagement (FASE) Team.

The Supporter Care Administrator will be responsible for the effective and efficient delivery of the Supporter Care function for the Belfast office of Christian Aid Ireland and responsible for managing all aspects of voluntary income, including processing, banking, data entry, acknowledging and reconciling all fundraising income, providing backend support for all fundraising campaigns and appeals as well as providing excellent donor care.

  Main Duties & Responsibilities (for full details see the role profile)

1. To provide first line answering of the external telephone lines for the FASE team and to provide excellent supporter care including the resolution of donation related queries (including positive feedback and complaints) and ensuring all such interactions are appropriately recorded.
2. To confidently communicate with supporters on the impact of their donations including the benefits of regular giving, Gift Aid / Tax Efficient Giving, promoting the benefits of communicating by both e-mail and telephone.
3. To meet and greet all visitors to the Christian Aid Ireland office in Belfast.
4. Open post in accordance with the Supporter Care processes and procedures and to input and/or import donor/donation data onto the database while maintaining a high standard of data quality in all data processing.
5. To produce supporter acknowledgement letters for all donations as required.
6. To ensure all activity is carried out in full compliance with Christian Aid Ireland financial policies.
7. To undertake regular database maintenance and data cleaning procedures to maintain data quality and ensure that the database contains complete, accurate and reliable information.
8. Helping the wider team with administrative support in the run-up to events, ensuring excellent organisation and a positive experience for those attending.
9. Supporting the wider team with calling volunteers, churches and individual supporters, to build new and nurture existing relationships, increasing engagement with campaigns and resources and building long term support.
10. To undertake specific tasks and projects as required.

Applied skills/knowledge and expertise

  ESSENTIAL

• Proven experience of working in a Customer Services/Supporter Care role.
• Excellent computer, administrative and organisational skills, including data entry.
• Experience of income processing, banking and cash handling.
• Competency in a range of software including Microsoft Office and a Customer Relationship Management system.
• Excellent and accurate data entry skills to ensure data integrity and quality on the fundraising database.
• Excellent telephone, communication, and interpersonal skills.
• Ability to work in different environments with a wide range of people and profiles.
• Ability to manage and prioritise multiple pieces of work, operate under pressure to deliver good results within deadlines when faced with challenges.
• Able to attend meetings at regional and national levels including occasional overnight stays as required.
• Access to a car.

DESIRABLE

• Previous experience and understanding of Microsoft Dynamics database
• Experience of working within an international development charity
• Knowledge of the charity sector across Ireland
• Commitment to issues affecting the developing world
• A commitment to the aims and objectives of Christian Aid Ireland
• Experience of both inbound and outbound calling.