Supporter Services Assistant (Digital)

 

TITLE:   Supporter Services Assistant (Digital)

REPORTS TO:  Supporter Services Manager

DIRECT REPORTS:  None

LOCATION:   Based in Dublin

HOURS:   Full Time (35 hours/week).  Occasional evening and weekend work expected.

CONTRACT:  Fixed Term Contract (1 year)

 

OVERALL RESPONSIBILITY:

  • Assist in meeting the annual fundraising and regional income targets and keeping the expenditure within the annual budget.
  • Deliver the highest standard of customer service to supporters, volunteers and the public through effective and timely communication, in person, phone, email and mail.
  • Respond to, resolve and record all general fundraising and supporter enquiries (in all formats) in a timely manner and to agreed standards.
  • Assist with developing Fundraising’s online giving strategy to maximise income from online channels, including the recruitment of new donors and the development of relationships with existing supporters, using the internet and other digital distribution channels.
  • Assist in developing processes for, and fulfilment of the fundraising digital stewardship strategy relating to online donations and sponsorship pages.
  • Respond to and report on online donations and sponsorship pages.
  • Ensure donor support is acknowledged and thanked at every opportunity updating and informing of the impact their gifts are helping the Society achieve.
  • Enter and maintain accurate and complete supporter information into CRM System.
  • Assist with processing, fulfilling and responding to registrations for Fundraising campaigns.

 

MAIN DUTIES/RESPONSIBILITIES:

  • Field and respond to supporters requests/enquiries - in person, phone, email and mail, ensuring appropriate follow up and resolution.  Enter all relevant data into CRM system.
  • Respond to online donations and queries offering fundraising support, advice and appreciation.
  • Work with the Digital Team and the wider Fundraising team in developing analysis for digital income to support the fundraising strategy.
  • Work with the Digital Team in developing a marketing plan for online and digital donors.
  • Assist in generating income and support for campaigns through contacting our supporters and pitching new propositions.
  • Manage the fulfilment of campaign/supporter fundraising materials including sponsorship cards, information packs and campaign and promotional material.
  • Maintain adequate, accurate and consistent stock levels of campaign materials.
  • Enter and maintain supporter information into CRM system and follow policies and standards to ensure a clean and comprehensive database is maintained at all times.
  • Ensure that all data is handled with sensitivity and in accordance with Data Protection and good financial practice.
  • Acknowledge and receipt income in accordance with Irish Cancer Society gift and accounting policies and in a timely and appropriate manner to ensure donor loyalty and retention.
  • Undertake administrative duties as required, including word processing, answering the telephone, taking messages, filing, and assisting with mass mailings.

 

DEVELOPING AND MANAGING KEY RELATIONSHIPS WITHIN THE SOCIETY:

  • Build relationships across the Society to facilitate the delivery of excellent supporter care.
  • Work closely with the Donor Development and National Campaigns teams to ensure that CRM system is up to date and to supply the relevant information and data that is needed for data selections, reporting and financial reconciliations.
  • Work closely with the Community Fundraising, National Campaigns, and Distribution teams in delivering and efficient fulfilment service for supporters and volunteers.
  • Work closely with all fundraising teams and other relevant departments to develop and implement acknowledgement materials and processes.

 

GENERAL:

  • Cash handling, banking, acknowledging and receipting income in accordance with Society policies and procedures.
  • Keep up-to-date with the current issues and developments in the fundraising arena. Undertake training as necessary.
  • Maintain confidentiality regarding supporter information at all times, and to ensure compliance with the Data Protection Act.
  • Provide occasional support in the event that another team in the department has an urgent need.
  • Assist with special projects as required or self-determined to enhance the Society’s fundraising capacity and/or programmatic objectives.
  • Reception cover as required.
  • The Society operates a no-smoking policy and the post holder must not smoke in the office or when on Society business outside the office.
  • All employees are required to be aware of their responsibilities towards health and safety and to adhere to fire regulations.
  • Ensure office is kept neat and tidy at all times and arrange any repairs/maintenance as required.
  • This job description is not exhaustive.  It merely acts as a guide and may be amended to meet the changing requirements of the Society at any time after discussion with the post holder.

 

QUALIFICATIONS:

  • Third level qualification desired but not essential, or relevant experience gained in the corporate, not for profit sector or a customer service environment.
  • 2/3 years administrative experience.
  • Experience of using social media in a customer service environment an advantage.
  • Computer literate including use of databases and Microsoft Office suite.

 

PERSON SPECIFICATION:

  • Strong empathy with compassion for the Society.
  • Ability to input data quickly and accurately.
  • Professional telephone manner essential.  Ability to handle enquiries and complaints appropriately and sensitively.
  • Ability to make decisions using good judgement and reasoning.
  • Excellent writing and editing skills, ability to draft and edit letters, acknowledgements and a range of fundraising materials.
  • Ability to work independently and as part of a team.
  • Strong organisational skills.
  • Excellent attention to detail.
  • Ability to deliver to multiple deadlines.
  • Computer literate including use of databases and Microsoft Office suite. 
  • Flexibility to work in a fast paced, deadline driven environment.

 

 

HOW TO APPLY:  If you are interested in applying for this position, please send curriculum vitae and cover letter including current remuneration package to:  Nicola Cosgrove, HR Administrator, Irish Cancer Society, 43/45 Northumberland Rd., Dublin 4. Email: recruitment@irishcancer.ie

The closing date for applications is Friday 14th December 2018.

The Irish Cancer Society is an equal opportunities employer.

WE DO NOT REQUIRE THE ASSISTANCE OF AGENCIES