Supporter Experience Officer

Job description

Job responsibilities

As a Supporter Experience Officer, you will play a vital role in ensuring that supporters engaging with fundraising activities receive outstanding support and communication. You will also implement personalized supporter journeys designed to engage, inspire, and maximize income, enabling us to continue providing critical care and support. Location: Onsite at Rainbows Hospice, Loughborough Hours of Work: 37.5 Monday to Friday, 9:00 am 5:00 pm About the role Some of the key responsibilities include (but not limited to): Delivering exceptional supporter care, managing inbound enquiries, requests, and donations (via phone, email, online, or in person) promptly and efficiently, while signposting to colleagues when necessary. Acting as a primary point of contact for fundraising correspondence and enquiries, liaising directly with supporters and escalating as appropriate. Accurate and timely data entry of donations, supporter information, and thank-you letters. Implementing and supporting the development of tailored supporter journeys. Utilizing appropriate software to automate supporter engagement processes for public fundraising audiences. Further responsibilities in the role of a Supporter Experience Officer at Rainbows, can be found by downloading the Job Description. Essential Requirements: Proven experience working with donors or customers. Experience handling confidential and sensitive information. Demonstrated ability to work with supporters, clients, or customers to encourage greater engagement, investment, or contributions. Strong skills in accurate data entry and reporting, in line with current Data Protection regulations. Ability to analyse data and create management reports to review income and identify trends. Desirable Requirements: Experience designing and implementing supporter journeys using email software tools. A solid understanding of charity fundraising principles. Further requirements can be found by downloading the Person Specification. Our Benefits include: Free onsite parking at the Hospice, Lark Rise, Loughborough. Eligibility to join blue light card discount scheme and Company Shop. Healthcare Cashback plan. Life Assurance. 27 days holiday plus bank holidays. Contributory pension scheme or Salary Sacrifice Pension Scheme Affordable meals at the Hospice, Lark Rise, Loughborough. Free Tea, Coffee and Fruit whilst at the Hospice Free access to Health Assured employee assistance programme Wellbeing support and access to Mental Health First Aiders Unofficial benefits: Fun events like Total Wipe Out, All staff away days, Guest visitors For further information about this role and the responsibilities please contact Emma Gulliver, Supporter Experience Manager, on emma.gulliver@rainbows.co.uk To apply for the role please click apply now to complete an online application form. If you require an alternative method of applying or would like to discuss reasonable adjustments further, please contact the people team at recruitment@rainbows.co.uk This role is subject to an standard DBS (Disclosure and barring Service Check) and pre-employment checks. Please note: We reserve the right to close this advert early if we receive a high volume of suitable applications. We encourage candidates to apply as soon as possible to avoid disappointment.

Person Specification

Experience

Essential

• Experience of delivering first class supporter care
• Experience of working with donors or customers
• Experience of working in a busy working environment, managing competing priorities and multiple tasks
• Experience of producing high quality written correspondence to exacting standards
• Experience of handling confidential and sensitive information
• Experience of working with Supporters to enable them to increase their fundraising income, alternatively, experience working with clients/customers to support and encourage them to increase their investment or spend.
• Experience of working both front and back office with online platforms such as Just Giving
• Experience of using a CRM database
• Computer Literate: Word and Excel, PowerPoint, Publisher.
• Working knowledge of databases e.g. Thank Q and 3rd party donation platforms.
• Accurate data inputting of donations, supporter information and thank you letters.
• Analyse and provide data and management reports to review income and identify trends.
• Good administrative skills
• Highly organised and methodical. The ability to prioritise diverse workloads and meet shifting demands
• Ability to prioritise and deal with conflicting work demands
• Keen attention to detail
• Trustworthy
• Excellent inter-personal skills. The ability to achieve harmonious and productive working relationships with internal colleagues and external contacts
• Excellent written and verbal communication skills including telephone skills
• Able to work under pressure without reducing the quality or accuracy of work
• Flexibility to work occasional evenings and weekends if required
• Able to safely move and handle equipment in accordance with Manual Handling Training.
• Good understanding of and commitment to equal opportunities
• Empathy with the aims and strategy of Rainbows
• One Team Working together with fairness and respect.
• People Centred Championing inclusivity, compassion and clarity.
• Aim High Adapting, learning and sharing our expertise.
• Own It Focused, committed and accountable.

Desirable

• An understanding of charity fundraising
• Experience of working with diverse groups of people
• Experience of designing and implementing supporter journeys using email software tools.
• Car Driver-valid UK driving licence

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Rainbows Hospice for Children and Young People

Address

Rainbows Hospice, Lark Rise, Loughborough,

Loughborough

Leicestershire

LE11 2HS

Employer's website

https://www.rainbows.co.uk (Opens in a new tab)