Job Description
Role definition
Reporting to Head of Fundraising & Supporter Engagement, the Supporter Care Lead will be a key member of the Fundraising & Supporter Engagement Team, responsible for the effective management of the Supporter Care team based across the Belfast and Dublin offices 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.
Key outcomes
- Implementation of a new set of supporter care workflow processes
- A supporter care team introduced to, trained and working to the new processes
- A supporter care manual, documenting all agreed and approved income processing procedures
- A departmental plan, budget and KPIs
- Income is processed in a logical, systematic and compliant way within 5 working days
- Supporters are thanked within 3 working days
- Excellent working relationships with the relevant teams in CAUK to ensure that any CRM or Financial developments in relation to income processing are implemented in CAI
- Excellent working relations with the finance department to ensure all supporter care processes are compliant and meet with the finance processing requirements
Role context
Based full time in the Belfast office, this role reports to the Head of Fundraising & Supporter Engagement (FASE) and sits within the Fundraising and Supporter Engagement Team but with close links to the Finance Department in particular the Financial Accountant and Accounting Technician to ensure compliance and reduce risk.
Following a recent income processing review by an Interim Head of FASE, in response to a backlog in income processing in the wake of the global pandemic, a key recommendation from the review was to establish a new Supporter Care team at Christian Aid Ireland. This is an exciting opportunity for the successful candidate to lead a small team of Supporter Care Administrators based in Dublin and Belfast. The team will work to implement more efficient and effective income processes and procedures to ensure more donor centric supporter care. This is a new role to support the whole of the FASE team.
Role requirements
Relationships
External: Individual supporters, Church representatives and external suppliers including Fundraising Preference Service (GDPR) or HMRC (Gift Aid)/Tax Efficient Giving equivalent, Royal Mail, Telemarketing agencies, banks etc
Internal: Colleagues in Fundraising and Supporter Engagement and Finance team, Christian Aid colleagues in London who have a responsibility for income processing and CRM.
Main Duties & Responsibilities:
- Implement the recommendations of the Income Processing Review including the new workflow processes.
- To lead on the development of a Supporter Care services handbook with the Head of Fundraising and Supporter Engagement and Financial Accountant to outline all systems, processes and procedures to be followed within the Supporter Care function.
- To ensure excellent leadership of the Supporter Care team and any temporary staff recruited and to ensure regular reviews are completed with the team.
- To participate in the development of a Supporter Care strategy and to lead on the implementation of this with the Supporter Care team.
- Actively engage with FASE Team Managers in their departmental planning.
- To be responsible for all income processing including monthly direct debit donation claims and regular gift aid claims
- To work with the fundraising managers to ensure that the requirements of the fundraising team are met including through receipting, inbound call handling, fulfilment and ensuring all income is accurately coded.
- Establish systems to manage special fulfilment requirements of Fundraising.
- Ensure effective utilization of the CRM system to maximize efficiencies in their individual and overall team roles and to deliver excellent donor care.
- To be active in the development and management of CRM functions and systems specifically related to excellent supporter care, in conjunction with the CRM team in CA UK.
- Ensure that all activity is carried out in full compliance with Christian Aid Ireland’s financial and administrative policies and procedures.
- To be the lead on all areas of activity around tax efficient giving, compliance and first point of contact with relevant agencies in both the North & South of Ireland, eg: HMRC
- Producing management information, analysis and reports, as requested by Head of Fundraising & Supporter Engagement.
- Management and delivery of special projects as assigned by Senior Management.
- To contribute to the Fundraising & Supporter Engagement Department management team meetings on the Donor Care function.
- Undertake project work as may be required from time to time
Person specification
Applied skills/knowledge and expertise
ESSENTIAL
- Proven experience of Customer Services/Supporter Care management and a track record of achievements in team and project management
- Excellent interpersonal skills to lead, manage, motivate a team through a change process
- Excellent time management, planning and organisational skills
- Experience of using a database at a high level including ability to set up reports and performance analysis
- Excellent and accurate financial reconciliation skills
- Proven performance in leadership of a team to ensure data integrity and quality on the fundraising database
- Analytical skills with the ability to solve complex and diverse problems
- Ability to manage numerous projects concurrently
- Ability to communicate both verbally and in writing to produce proposals, reports and plans
- Computer literacy, in a Windows environment plus a level of high competency with Databases, Internet and Microsoft Office
- Ability to work on own initiative without close supervision and under pressure to tight deadlines
- Confident self-starter, enthusiastic, highly motivated, energy to perform tasks
- Conscientious and have excellent attention to detail
- Able to attend meetings at regional and national levels including occasional overnight stays as required
DESIRABLE
- Previous experience and understanding of Microsoft Dynamics database
- Previous leadership experience working in a fundraising environment
- 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
The deadline of applications is on 18 August 2022.
