Supporter Experience Administrator

36.5 hours per week

Hybrid working (home working with 1-2 days per week at Embrace’s offices based in High Wycombe)

Embrace the Middle East is an international Christian charity helping people of all faiths and none to free themselves from a life of poverty and injustice. Our work and the work of our inspiring and courageous Christian partners in Egypt, Lebanon, Syria, Israel, Palestine and Iraq provide support services for refugees, enable women's empowerment, work for community development and offer emergency humanitarian relief. This year marks Embrace’s 170 years of working through sustained, trusting Christian partnerships, making a lasting difference to the lives of the vulnerable and marginalised across a region facing a host of complex challenges.

Whether you are an experienced administrator or have a strong desire and aptitude to develop your customer service and data processing skills, if our mission and purpose inspires you then we want to hear from you.

About the role

This is a great opportunity to work with a collaborative and supportive team who together provide first-class admin support and an excellent customer service to our supporters; on the phone, in writing or by email. As a member of Embrace’s Shared Services cluster this is a busy and varied role, working with colleagues across the Charity to provide a centralised data management resource for the whole organisation, ensuring Embrace’s CRM is kept up to date and accurate and that data is easily accessible to everyone who needs it. Key responsibilities will include processing and accurately recording donations from supporters on Embrace’s CRM system, as well as answering calls from supporters and assisting with their enquiries. Embrace offers all staff opportunities for training and development. The following summarises the main areas of responsibilities of the role:

1. Provide excellent customer service

Be the first point of contact for our supporters, responding to their enquiries in a professional and caring manner, following internal procedures and accurately recording details on Embrace’s CRM system or forwarding to appropriate team.

2. Data entry - processing and acknowledging donations

Administer credit and debit card donations over the phone and ensure all compliance steps and procedures are followed. Accurately recording donations, produce acknowledgement (receipt) letters from the central database (CRM).

3. Administering regular giving schemes

Set up and maintain commitment schedules, ensuring acknowledgement letters are sent to supporters who join regular giving schemes.

4. Shared Services administration support

Provide ad-hoc administrative support to other teams across the organisation during busy periods, championing efficient and effective use of the CRM and excellent customer service.

We’re looking for you to bring:

• Experience of working in a customer support team, providing excellent customer service, following set administration systems and procedures.
• Excellent computer literacy skills, including knowledge and use of CRM systems, Microsoft Office 365 (Teams, Sharepoint, Word, Excel, Outlook).
• High level of numerical, organisational and administrative competency, including excellent attention to detail and accuracy.
• Competent data processing skills either through experience and/or aptitude to develop this skill, using CRM systems/supporter database software.
• Experience of and/or aptitude to learn and grow expertise in processing financial transactions (eg credit/debit card payments) using digital technologies. This can either be through experience or a strong desire to develop expertise in this area.
• A natural flair for picking up new systems and following instructions to complete set processes.
• Excellent written and spoken English.
• Professional and caring telephone manner.
• Commitment to playing an active part in the wider Embrace team by offering help and support as required.

We’re looking for an individual who is:

• A team player, with excellent customer service skills on the phone and in writing.
• A methodical thinker who enjoys learning new systems and processes.
• Self-motivated and able to work under pressure and prioritise effectively.
• Educated to level 3 (eg A levels, NVQ level 3, T level, National Certificate / Diploma level 3).
• Flexible in a multi-task environment and 'can do’ attitude.
• Able to work from home for most of the week and can travel to Embrace’s office once or twice weekly.
• Able to maintain absolute confidentiality regarding sensitive financial and commercial information.
• Sympathetic with Embrace’s Christian inspired values, vision and mission.
• Comfortable working in a faith inspired religious environment and ready to serve with commitment and compassion.

Staff benefits at Embrace the Middle East

Salary: £22,000 - £24,000 per annum (dependent on skills/experience and competence as described above)

• To support every member of staff to work as effectively as possible, Embrace offers remote and flexible working arrangements. This includes flexi-time and home-working arrangements.
• Flexi-time - start work between 7:30am - 10:00am and finish between 3:00pm - 6:00pm. Our core collaborative working hours are between 10:00am to 3:00pm.
• Pension - option to join from day 1. Maximum employer contribution of 10%.
• Holiday - 30 days, including 8 bank holidays - rising to 31 days after 5 years' service and 32 days after 10 years' service, plus 3 days leave between Christmas and the New Year.
• Life Assurance - 3x salary.
• Access to retail discount portal.
• Employee Assistance Programme (confidential counselling, legal and financial advice) - available 24 /7, 365 days a year.
• Training and development programme for all employees.
• Commitment to staff health & wellbeing.

How to apply

To apply for this role, kindly send through a completed online application form, via our website and attach a copy of your CV.

Closing date for applications: 31 January 2024.