WaterAid/Joey Lawrence. Job description. WaterAid Durham Street London SE11 5JD. Supporter Care Advisor. Fixed term - 6 months Full time

Transcription

1 WaterAid/Joey Lawrence Job description Supporter Care Advisor WaterAid Durham Street London SE11 5JD Fixed term - 6 months Full time

2 About the role Team description The Supporter Care Team sits within the Supporter Operations and Experience Team in the Mass Engagement Department. Through building rapport and loyalty with current and potential supporters, the Supporter Care Team aims to help WaterAid achieve our ambitious fundraising and engagement targets and contribute to our overall global strategy. We deliver exceptional supporter experience and champion this across the organisation. Job purpose The purpose of this role is to deliver an exceptional experience to current and potential supporters through engagement of the highest quality; helping with all enquiries, reassuring concerns and complaints, and ensuring supporters feel valued and a key part of our work. This will be through direct communication via a variety of channels including inbound and outbound calls, post, and social media. This role will build loyal, committed supporters who are happy to share our work with friends, family and community. Through such high quality engagement WaterAid will raise awareness and essential long term funds.

3 Accountabilities Accountabilities 1. Be the first point of contact for WaterAid s supporters and potential supporters dealing with donations, enquiries, requests for information and complaints through phone, post, and social media 2. Engage, inspire and motivate people to support WaterAid and be part of our work for the long term 3. Advise and accurately amend supporters donation, contact details and communication details in line with compliance requirements 4. Log communication from supporters, and feed this back to other teams through regular updates to influence their activities, and create a supporter focussed organisation 5. Ensure all requests for information or resources are accurately fulfilled and recorded 6. Ensure up to date knowledge of wide variety of fundraising and organisational initiatives to assist supporters enquiries 7. Process non-standard donations within agreed turnaround times, tailoring and personalising letters to meet the needs of our supporters 8. Support a programme of outbound calling to steward those supporting WaterAid through a variety of activities 9. Proactively seek ways to change or enhance Supporter Care processes and procedures and implement improvements as appropriate 10. Develop strong working relationships with key internal stakeholders in the organisation to ensure that we are supporting them appropriately and proactively in all aspects of Supporter Care

4 11. Support the Supporter Care Officer with day-to-day and project work, and deputise in their absence 12. Represent WaterAid at external supporter events 13. Undertake other responsibilities, tasks or activities as reasonably required 14. Manage volunteers as appropriate.

5 Person specification Essential skills Proven experience of excellent customer/supporter service skills Strong written and verbal communication skills Excellent telephone manner with the ability to build rapport on the phone and to engage with supporters Good working knowledge of MS office, especially Word, Excel and Outlook Excellent organisational skills and the ability to prioritise own workload effectively in order to maintain high service level standards and efficiency. Self-motivated with the ability to take initiative Attention to detail with the ability to quality check own work Proactive problem solving abilities Ability to deal confidently and effectively with people from different backgrounds using most appropriate types of medium A positive and proactive approach with a can-do attitude Ability to take ownership and responsibility for own areas of work within the team A positive, strong team player, with the ability to work collaboratively and experience of building effective working relationships across the teams. Commitment to WaterAid s values and a working style that reflects these GCSEs (or equivalent) including Maths and English at grade C or above

6 Desirable Previous experience in a front-line supporter/customer care role in a similar supporter/customer service environment An empathy with overseas development issues.

7 Total reward Thank you for your interest in WaterAid and for joining us as we deliver our ambitious Global Strategy, with a vision of everyone everywhere having access to clean water, decent toilets and good hygiene by WaterAid has been voted the world s most impactful charity working on water, sanitation and hygiene. Our reward standard states that we set salary scales which are competitive between the 50th and 75th percentile of the local market. In addition, we provide benefits and allowances that are typical for the country where you will be working. We benchmark salary scales and benefits every year, to ensure that we are keeping up with any market changes. In addition to our competitive basic salary, we provide the following additional benefits and allowances: 28 annual holiday days, plus bank holidays and additional leave purchase 10% employer pension contribution when you contribute 5% Agile/flexible working and family friendly policies At WaterAid, we ll encourage and empower you to be yourself at your very best, so you can use your talents and shape your own future. As an individual, you ll find yourself constantly learning and trying new things, all with the goal of transforming millions of lives around the world with clean water, decent toilets and good hygiene Whatever role you re in, and wherever you re working, you ll be part of a team making huge change happen around the world.