Supporter Care Officer

Job Title: Supporter Care Manager

Reporting to: Director of Fundraising

Hours of work: 37.5 hours per week

Salary: £35,000 per annum

Closing Date: 28 June 2024

Location: Royal Trinity Hospice, Clapham (Hybrid)

About Compton

Compton is the UK’s leading fundraising consultancy - with seven decades of experience managing successful annual, capital and legacy campaigns for charities and not-for-profit organisations.

Our clients recognise Compton as ‘the trusted name in fundraising’, thanks to the transformational contributions we make. We are proud of our history and track record, and the ‘Compton Way’ continues to deliver extraordinary fundraising results, even in today’s challenging operational and economic conditions.

Vacancy

Royal Trinity Hospice is the UK’s oldest hospice and serves a community of 750,000 in central and southwest London. Trinity delivers specialist end of life and palliative care at the Hospice and in the community – including support and counselling services for family and friends. Trinity’s ability to deliver its outstanding care to patients and their families is reliant on the Compton fundraising team at Trinity delivering ambitious funding results. We have a long record of success in generating income and sustainable growth across all income streams for the Hospice.

The role of Supporter Care Manager is a vital role in our delivery of fundraising services to our client and is a new role created by splitting our current Database & Supporter Care Manager role into two separate roles. This role will focus on the quality of our donor journey, associated communications and the accuracy of our reporting in conjunction with our client’s Finance team. 

The Supporter Care Manager will ensure that all processes for recording and thanking donations is accurate, timely and meets regulatory and reporting requirements, whilst providing a friendly and supportive donor experience. Assessing current processes, identifying, and implementing improvements in collaboration with the Database Manager will be a key focus. The successful applicant will have a passion for leading a team to deliver excellent Supporter Care and donor communications whilst working with and supporting the wider Fundraising team to deliver results for our client and their beneficiaries.  

The successful candidate will be expected to:

• Manage the Supporter Care Officers and several Fundraising Volunteers - providing mentoring and training and completing performance and development reviews.
• Deliver excellent Supporter Care to our client’s donors and supporters and reporting to the wider Fundraising team.
• Ensure that the best donor experience and journey is in place across all income lines.
• Work closely with the Database Manager to identify and implement process improvements and where possible system automations. 
• Ensure that individual processes are mapped out and that clear instructions and training are in place to mentor and support the Supporter Care team.
• Provide timely and accurate reporting to the Director of Fundraising.
• Collaborate with the wider Fundraising management team to provide advice and support in the implementation of new fundraising campaigns and events.
• Work as part of the wider Fundraising team providing support and participating in other duties where required.
• Work in a hybrid model of some days in the office and others from home.

Required experience, knowledge, skills and characteristics:

• Experience of delivering excellent Supporter Care or customer care in a charitable or commercial setting. 
• Good working knowledge of the Raisers Edge database and donor record management and an expert understanding in the input and recording of all donor data – particularly consent and gift aid information.
• Experience of managing a team to deliver excellent supporter or customer care. 
• Good knowledge of GDPR and other data protection regulations governing interactions with donors and the recording and use of information.
• Good understanding of the administrative processes required to log and successfully claim Gift Aid on individual gifts.
• Strong organisation and evaluation skills and ability to prioritise workflow and resources.
• Desire to exceed expectations and deliver the best supporter experience and journey.   

Desired experience, knowledge, skills and characteristics:

• Experience of training and mentoring others to ensure the best donor experience.
• Automation of imports from various fundraising platforms.
• Experience of mapping donor journey and fundraising logistics processes.
• An understanding of Direct Mail processes and logistics.
• A good knowledge of fundraising reporting requirements, including Charity Commission and Gambling Commission returns.

Company benefits

• Annual leave 25 days plus bank holidays
• Non-contributory life assurance scheme
• Standard Life pension scheme with Company contributions starting at 3%
• Employee Assistance Programme - offering free 24/7 support & counselling and advice