Supporter Care Officer Kidney Research UK

Transcription

1 Supporter Care Officer Kidney Research UK Charity Description Kidney Research UK is a charity working to cure kidney disease. It is still out there, a silent killer, blighting the lives of more than two million patients, with a further million undiagnosed. We are the largest charitable funder supporting renal research in the UK today. For decades the research we enable has been saving lives, but people continue to suffer and we want to do so much more to help Through targeted research, the collation and sharing of health information and strategic planning we have been shaping and facilitating advances in renal research since 1961, collaborating with other charities and funders to deliver life-changing care to all those affected. With the incidences of obesity, heart disease and high blood pressure (all triggers for kidney disease) on the increase due to our changing life-styles, our work is more essential than ever, and we need good, passionate and caring people to help get us to a cure faster. Team Summary Kidney Research UK s Supporter Care team are the first point of contact for both new and existing supporters of the Charity. Our aim is to deliver an excellent standard of supporter and stakeholder care. We also complete key income generation processes. We have ambitious plans for the future and we need a highly motivated, passionate and enthusiastic team player to join us. Our Values Our four brand values are; Bravery - our attitude. The patients at the centre of our work, who face kidney disease and its catastrophic impact on the body, are truly brave. Meeting that threat head on, with a positive attitude and a calm but steely resolve is truly inspirational. Ambition - our approach. We want to be understood as an ambitious organisation. The researchers we invest in, whose work changes how we think about kidney disease and how to beat it, are naturally ambitious. This desire to find answers to the most difficult questions requires a spark of ambition. Even in the face of frustrating results they don t stop. They can t stop. As a team, we want to capture that spark. To be ambitious in our approach and always going further.

2 Urgency - our challenge We must always create urgency. The surgeons, doctors and nurses, who specialise in kidney health, know that when kidney disease strikes it is a race against time. When life hangs in the balance the pace of their actions helps save more lives. We want to show this energy in all that we do. We must communicate the critical nature of the disease and urgency through our approach and the need to raise funds Passion - our emotion We want to show our passion. It is laced into all that we do. Our work wouldn t be possible without our supporters. They often have a personal connection to kidney disease and this strong link makes them go the extra mile. Research into kidney disease is hugely under-funded and this creates frustration and anger. More must be done. We want to harness this emotion. To show passion in the way we feel about our work and approach every challenge. Our Behaviours: Collaborative relationship builder: Works effectively and inclusively with a range of people, both within and outside the organisation. Treats all colleagues equally and proactively seeks positive outcomes. Driven to succeed: Demonstrates an entrepreneurial determination, resourcefulness, and purpose to deliver the best results. Identifies opportunities to learn and improve when experiencing set-backs. Open Minded: Future-focused, curious, seeks out new and innovative ways to improve ways of working to best add value to organisation, customers, and patients. Strives to improve self and others: Continuously seeks to develop, takes personal responsibility for own learning, and offers guidance and support to colleagues. Accountable & Responsible: Demonstrates ownership of role and responsibilities. Shows courage and confidence to speak up respectfully. Skilled Communicator: Possesses the ability to influence, prepares adequately for professional interactions and gains the necessary commitment and support from diverse stakeholders through logic and reason.

3 JOB DESCRIPTION Supporter Care Officer Location: Nene Hall, Lynch Wood Park, Peterborough Reporting To: Supporter Care Manager Hours: 37.5 per week Grade: 5 Term: Permanent Responsible for: No direct reports Job Summary: The Supporter Care Team is the first point of contact for supporters, new and existing, in to the Charity. They are responsible for engaging with our supporters and stakeholders, encouraging their engagement with the organisation, capturing all information and instigating processes within the charity for subsequent supporter development. They are also responsible for the processing of all donations. In addition to supporter contact, there is a high level of income generating processes that will need to be completed such as Gift Aid and Direct Debits. This role is to improve our supporters experience with the Charity by: capturing all relevant data, processing donations, thanking supporters and ensuring all enquiries are dealt with to conclusion in a timely manner. being enthusiastic and motivated in proactively contacting supporters in order to assist them with their fundraising and ensure that every contact counts Completing administrative tasks to a high standard whilst focusing on continuous improvement Contact is via all types of communication methods. Key Accountabilities: 1. Enthusiastically engage with supporters to help them to exceed their fundraising targets and improve their overall experience with the charity so that they feel excited about coming back and supporting the charity in future endeavors. 2. To communicate effectively, in the right way and at the right time, using various methods of communication, including social media. 3. Ensure that the capturing of data, processing of donations and answering of queries is done so thoroughly, accurately and with ease in order to improve the supporter experience.

4 4. Identify and refer key supporters to other departments, passing details of supporter feedback, and following up on referrals to ensure the supporter is moving on the right journey with us. 5. Empathetically handle kidney health queries. 6. Manage own workload to meet the agreed service standards for the team 7. To complete all administrative tasks in a timely manner and to the highest standard with good attention to detail. 8. To report on your key performance indicators 9. To be responsible for your own development in the role Measures of Performance: Achievement of service standards e.g. response times, accuracy Achievement of average value targets Timely and accurate production of KPIs and reports Person Specification: Attributes Essential Desirable Knowledge/ Qualifications Experience Skills and Attributes Knowledge of principles of good customer service. Good general level of education. Good standard of written English Previous administration duties involving personal contact. Demonstrable ability to plan and prioritise tasks effectively. Use of a customer database Use of Social Media to interact with customers Experience of both inbound and outbound calling Good communication skills. Competent in standard office software packages Excellent attention to detail. Customer-focused approach with good telephone skills. Ability to co-ordinate and multitask on a daily basis. Speed and accuracy good at self-checking Previous experience in a fundraising, sales coordination or customer service environment. Use of Raisers Edge

5 Personal attributes/ qualities Circumstances Able to help develop and work to the team s agreed customer service standards Good emotional intelligence Flexible approach. Copes under pressure. Team player. Innovative, proactive, able to work on own initiative. Competency Profile: Please refer to definitions on Public Folders or the Kidney Research UK website Personal Effectiveness Planning and Decision Making Communications and Influencing Building and Maintaining Relationships Developing Yourself and Others Innovation Specialist Knowledge Competent Skilled Advanced Expert