Income Generation Administrator

Job description Job title: Income Generation Administrator

Spinal Point Range: 5, 6, 7

Hours: 2 positions; Full time 37.5 hours AND Part time 22.5 hours

Department: Income Generation, Marketing and Communications

Location: St Michael’s Hospice, Bartestree

Reports to: Supporter Care and Insights Manager

Responsibility for: Fundraising administration volunteers

Job purpose: To support the Income Generation, marketing and communications team to maximise income and ensure accurate communications at all times. To provide administration support to ensure high standards of supporter care through engagement with the public, accurate data entry and consistent communications.

Service delivery

• Accurate data inputting/downloading of donations, fundraising, thank you letters and general archiving from offline and online sources.

• Dealing with incoming and out-going post, telephone and email, ensuring that it is dealt with effectively, efficiently and promptly.

• Collecting donations from across the hospice, issuing receipts and meeting donors and fundraisers who come to the hospice.

• Producing thank you letters and certificates across all types of fundraising activity

• Updating digital platforms to ensure accuracy, this could include using Wordpress on the Website or other Digital platforms, to input events or campaigns.

• Assisting the Income Generation Director with all legacy administration or ad hoc requests.

• Creating simple graphics or posters or leaflets for hospice or third-party events.

• Assisting the Income Generation Director with all legacy administration or ad hoc requests.

• Providing administrative support to the hospice lottery and raffles

• Providing research to enable the successful application process for Grants and Trusts and record as required

• Attending meetings and taking minutes to support the Income Generation, Marketing and Communications Director

• Working with the finance team to identify and resolve discrepancies.

• Managing and prioritising unpredictable and frequently interrupted busy workload.

• Providing administrative support to the wider team as required during major appeals and campaigns

• Making bookings with venues for the Hospice Support Vehicle and liaising with colleagues across the hospice to ensure it is staffed.

• In busy periods support retail, for example with requests for posters or help with new goods eg Christmas cards

• Photocopying, scanning and any other general administration tasks.

Communication

• Specific responsibility for correspondence both written and verbal with donors and fundraisers.

• Relaying accurate and timely information to the team on a regular basis.

• Communicating with clinical and non-clinical staff within the hospice to answer any queries.

• Dealing with enquiries from the general public, disseminating information and ensuring that the appropriate action is taken. Working at all times within the Charity’s policies and procedures and the Fundraising Codes of Practice, outlined by the Fundraising Regulator.

• Presenting a positive image for the Hospice through face-to-face, online, written and verbal communications for internal and external contacts.

• Meeting bereaved relatives, Inpatients and Day Hospice patients, regarding donations demonstrating a sensitive and compassionate response.

• Acting as a first point of contact for general online and telephone fundraising enquiries.

• Communicating with new, lapsing and lapsed donors to improve the attrition rate of lottery and regular givers, via telephone, email or post.

People Management

• Managing volunteers (including student placements), allocating where requested appropriate tasks and providing guidance.

Person Specification

1) Specialist knowledge and/or experience

Essential

• Experience of maintaining information on databases, in spreadsheets and of general records management.

• Experience of delivering excellent customer care and therefore committed to building good internal and external relationships, both with staff and supporters

• Previous administration experience

• Good knowledge of Microsoft packages, particularly Word and Excel.

• Numeracy skills

• Attention to detail and confidentiality

• Experience of producing flyers/posters or graphics

• Good standard of education; GCSEs in Maths and English or Equivalent

Desirable

• Experience of working or volunteering in the charity sector

• A familiarity with Raiser’s Edge or a similar CRM Database

• Previous experience of working with volunteers

• Cash handling experience

• Be in possession of a full UK driving licence, be over 21 and have held a full licence for 12 months

2) Skills and behaviours

• Organisation: Organises own time effectively and creates own work schedules. Prioritises and prepares in advance. Sets realistic timescales.

• Relating to others: Quickly builds rapport and easily establishes relationships. Relates well to different types of people, listens and gets on with them.

• Communication: Speaks confidently and fluently. Talks at a suitable pace and level. Holds others’ attention when speaking. Writes fluently, clearly and concisely. Adapts own written communication style to suit others.

• Flexibility: Successfully adapts to changing demands and conditions.

• Problem solving and analysis: Analyses issues and breaks them down into their component parts. Makes systematic and rational judgements based on relevant information.

• Quality Orientation: Provides a quality service. Maintains high professional standards and gets work right first time.

• Reliability: Is reliable; follows directions from supervisors and respects policies and procedures. Shows commitment to the organisation and task completion.

3) Special conditions

• Occasional weekend or evening work may be required to support an event or campaign

• Occasional driving to attend external events and meetings (must adhere to Hospice Transport policy if driving Hospice vehicles)

Our values

• Respect, dignity and the privacy of our patients and families always come first

• Compassion and respect towards each other

• People are at the heart of everything we do

• Transparency and candour

• Collaborative working and a common-sense approach

Equal Opportunities Statement at St Michael’s Hospice we are committed to an equal opportunities approach in everything we do. This means that we seek to ensure anyone connected with St Michael’s, from patients and families through to donors, supporters, volunteers and staff are treated fairly, appropriately and with dignity and respect.

Job Types: Full-time, Part-time

Salary: £11.70-£12.48 per hour

Expected hours: 22.5 – 37.5 per week

Benefits:

• Life insurance

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (required)
• Administrative experience: 1 year (required)

Language:

• English (preferred)

Licence/Certification:

• Driving Licence (preferred)

Ability to Commute:

• Hereford (required)

Ability to Relocate:

• Hereford: Relocate before starting work (required)

Work Location: In person