SUPPORTER ENGAGEMENT OFFICER

Transcription

1 Job Title: Name of role Department: Name of Department Reports to: Manager s Title Position Purpose: Identify the purpose of the role Supporter Engagement Officer Supporter Engagement Manager Maximise engagement of supporters to achieve revenue goals, reduce supporter attrition and grow loyalty across a variety of fundraising programs and activities. Responsible For: One or two lines stating key responsibilities of the role Providing best practice supporter engagement and customer service to all MSL Supporters Ensure data quality and integrity to maintained in support of fundraising strategic goals Key Challenges: Challenges facing successful undertaking of responsibilities Key Result Areas: Include - organizational support relationship management administration values Managing competing priorities across multiple events and campaigns Issues and complaint handling appropriately to ensure agreed outcomes are achieved Supporter Engagement and Customer Service Relationship management Data quality and integrity Adhere to process and provision of administration support Adhere to the MS Values A. ORGANISATION DIMENSIONS RELATIONSHIP FUNDRAISING MANAGER SUPPORTER ENGAGEMENT OFFICER 1

2 Position Dimensions: Change as required but do not delete Budget: ($ Value) $0 Staff Numbers: 0 Geographical Spread/Breadth: States Covered and internal and external breadth of role (i.e. impact of role applicable to own team, multiteams or organisation/industry wide) Other: Mandatory Training Requirements: e.g. Manual handling, infection control, food safety, first aid, CPR NSW, VIC, ACT & TAS Privacy Policy Communications Policy Salesforce training Donor Drive training B. JOB REQUIREMENTS Key Result Area 1 Supporter Engagement and Customer Service Key Tasks: Job holder is successful when: Maximise engagement of supporters within agreed quality and performance targets. Respond to inbound queries in a polite, empathetic, courteous, professional, and positive manner, while reinforcing the values of MSL. Proactively make outbound calls to current and potential supporters to welcome, thank, renew, recruit to events and regular giving program, conduct research and more. Best practice supporter engagement provided Performance targets and Supporter Engagement Service Level standards met. Accurate time keeping across agreed working hours to ensure inbound communication channels are always manned. Supporter satisfaction is high. Allocated activities completed within agreed timeframes and performance targets achieved. Increased levels of engagement and revenue targets met. 2

3 Ensure supporters receive appropriate acknowledgement for their donations/support, thanking them adequately and providing information about the organisation and how their support helps achieve objectives. Solicit information, feedback and insights from supporters for continuous improvement and future strategy development. Adhere to the charity s policy and procedures for handling complaints at all times. Helping to record feedback on the database and develop responses. Assist with the development of supporter engagement plans for particular fundraising programs, coordinating and developing FAQ s and other resources relating to supporter engagement, ensuring they are kept up to date within ongoing changes. Keep informed of developments in MSL work and best practise supporter engagement techniques. Have an operational understanding of all fundraising activities. Assist with coordination of and attendance at MSL events. Provision of high level information on the many aspects of MSL to supporters. Supporters donations, details and wishes are accurately recorded in database and that they are thanked promptly and professionally Information, feedback and insights recorded efficiently and accurately in the Customer Relationship Management (CRM) database. Maintain the complaints register and provide feedback on the process. Agreed objectives and time frames meet, and resources provided to appropriate internal staff. Up to date with developments affecting the role. Attendance and involvement at events. Key Result Area 2 Relationship Management Key Tasks: Build a rapport with supporters to understand and satisfy their needs and reinforce the value of MSL. Refer any opportunistic supporter prospects to relevant staff to enable these to be realised. Build working relationships with colleagues across the organisation to ensure best practice supporter engagement initiatives are implemented. Job holder is successful when: Donor trust and confidentiality maintained, and demonstrate a supporterfocused approach; including asking questions, determining needs and delivering positive outcomes. Leads recorded in CRM and allocated to relevant relationship manager as per prospect process. Guidance and support provided for other staff with supporter contact to ensure awareness/adherence to best practice Supporter Engagement initiatives. 3

4 Assist the team to deliver supporter engagement updates & briefings to internal staff. Work as a collaborative and supportive team member. Supporter Engagement team briefed and kept up to date on supporter engagement plans. Participate in building a best practice Supporter Engagement program within MSL. Key Result Area 3 Data quality and integrity Key Tasks: Accurate data entry of supporter profile (name, address and contact details) and actions/discussions ensuring excellence of data integrity. Manage new and existing supporter records on the database ensuring the quality and integrity of data. Assist with the overall efficiency and effectiveness of the CRM functionality, including the integrity of the database through housekeeping. Troubleshoot day to day tasks and maintain a working knowledge of database. Support receiving and processing of donations via a number of channels (mail, cash, electronic), and banking procedures, maintaining a strict standard of security. Undertake accurate reporting and analysis in a timely manner as required. Create continuous improvement in data processing as well as update and maintain the Supporter Engagement Procedures Manual. This also includes maintaining a clean database and inputting into the Data Hygiene Plan. Administer incoming/outgoing mail and other general administration tasks as required Job holder is successful when: Accurate data entry of supporter contacts including donations, queries, actions, communications and responses. Adhere to established processes and data integrity maintained., weekly and monthly integrity checks administer within the database and data hygiene plan is implemented Be fully familiarised with data management systems and supporter needs. Assist the Supporter Engagement Administrators with data entry of donations made by MSL supporters Reports and information provided by deadlines. Updating and maintaining the Supporter Engagement Procedures Manual. Data hygiene plan is implemented. Be aware of the tasks and needs of other members of the team and be prepared to assist other departments when necessary. 4

5 C. PURPOSE AND VALUES REQUIREMENTS Key Result Area 4 Values Key Values: Job Holder is successful when: Actively support MS purpose, value, service promise and strategic vision Operate in line with MS policies, procedure and practices Promote and work within MS Services Innovation delivery principles Positively and constructively represent the organisation to external contacts at all opportunities Behave in a way that contributes to a workplace that is free of discrimination, harassment and bullying behaviour at all times Ensure the health, safety and welfare of self, co-workers and others Follow all reasonable directions given by the organisation Support and empower co-workers Support, promote and show sensitivity to diversity in the work place Actively support MS Reconciliation Action Plan Behaviour is in alignment with Culture, Service Promise & Foundation behaviours. Values are adhered to and demonstrated in daily practice Values form an integral part of the way employees conduct their presence in the workplace 5

6 D. ENVIRONMENT AND WORK ACTIVITIES DIMENSIONS All physical requirements of this role must take into account rest periods and the appropriate use of equipment supplied. MS team members are required to comply with the organisation s policies and procedures governing health & safety including manual handling. Add role dimensions as applicable Frequency options: Regularly Infrequently Annually As Designated Available Element Key Activity Frequency (insert) Work Environment Manual Handling People Contact Manage demanding and changing workloads and competing priorities Work in a team environment Work in different geographic locations Work office hours with the possibility of extended hours Work on weekends and evenings Work in an open plan office Work in buildings which may be two or more-storied Work between a number of house units on the same site Going outside of site into community Sit at a computer or in meetings for extended periods Undertake manual handling (e.g. lifting, pulling, pushing, moving, transferring, digging, twisting, restraining, supporting) of equipment, people or materials which would be of varying weight and size.* *Lifting equipment is provided as applicable Liaise with customers (clients) and service recipients Provide personal care to residents, respite clients and other customers Liaise with government, non-government, community & profit-making organisations Liaise with medical & allied health professionals Liaise with external customers/stakeholders 6 Infrequently Infrequently

7 Liaise with internal customers (staff, volunteers) Regularly Administrative Undertake administrative tasks, which include computer work, letter & report writing (e.g. Tasks Financial reports, Executive papers), spreadsheet use, participating in meetings and concentrating for long periods of time. Use technology including computer, printer & photocopier, scanner, Skype, mobile phone, fax and (Outlook), Word, Excel and PowerPoint Transport Drive vehicles transporting people or goods possibly over long distances and in all traffic and Infrequently weather conditions. Drive vehicles to and from Events Use public transport including trains, buses, trams and taxis Other Free on-site parking Fee-based on-site parking Available Long-term street parking Public transport stop/s near office Available Mandatory Manual Handling As designated Training Medication Administration Infection Control Food Safety As designated First Aid/CPR As designated Emergency & Evacuation As designated E. EMPLOYMENT SCREENING REQUIREMENTS Must be completed prior to commencing employment National Police Check (to be carried out by MS) International Police Check if lived overseas for longer than 12 months in the last 10 years (to be provided by the applicant) Right to Work in Australia (Certified copy of Passport/Visa to be provided by the applicant) Disability Worker Exclusion Scheme check (Victorian Residential Workers only) Working with Children Check (if required for role) 7

8 F. SELECTION CRITERIA Essential: Selection criteria should reflect the key skills, knowledge & experience required by the employee to be competent and successful in this role (delete this sentence from your document). Examples on right: Minimum 12 months experience in customer service preferably gained through inbound/outbound call centre work Demonstrated high level communication skills, and ability to promote fundraising in a compelling manner High levels of computer literacy particularly with CRM system or database, MS Office and programs Ability to learn and apply policies, procedures and effective work flow process to your work Able to take on board new information and quickly apply it to the job Ability to analyse problems and deliver solutions for supporters High degree of attention to detail Conflict resolution skills and/or experience Time management and personal organisational skills Ability to work autonomously as well as in a team Ability to work flexible hours and some weekends Friendly, courteous and professional Punctual and reliable A current Working with Children Check Desirable: Previous experience working in fundraising and not-for-profit sector Experience with Salesforce CRM database Experience in sales, particularly telesales or telemarketing Experience in a board range office administrative tasks G. APPROVAL 8

9 Manager Name: Manager Title: Supporter Engagement Manager Manager Approval: signature date Employee Name: Employee Acknowledgement: signature Date I acknowledge this Position Description relates to my role at MSL and I agree to the requirements and conditions of this role. 9