Vacancy Information Pack

Transcription

1 Vacancy Information Pack Thank you for your interest in the role of Customer Service Administrator (Supporter Care Executive). Please note that the official job title for the successful candidate will be Supporter Care Executive. In order to be considered, please your CV, covering letter and equal opportunities form to the HR team at The Equal Opportunities form can be found here: We recommend that you provide all documents in Word (docx) or PDF format. Your covering letter should detail the following: Why you are interested in applying for this post How your skills/knowledge/experience meet the requirements of the person specification Your current salary and desired starting salary Whether you currently have the right to work in the UK The closing date for applications is 30 th September 2018, with interviews to be held on the 11 th and/or 12 th October Please indicate in your cover letter if you are unable to attend on these days. Should you have any questions or wish to discuss your application further please contact the HR team at

2 Vacancy Information Pack Job Description Job Title: Location: Reward Package: Post holder is line managed by: Post duration: Customer Service Administrator (Supporter Care Executive) Granta Park, Nr Cambridge Circa 19,500 per annum, plus benefits Supporter Care Officer Permanent Background and overall purpose of the job: The Supporter Care team at Alzheimer s Research UK is the first point of contact in the charity for supporters, potential donors and members of the public. The team is part of the wider Supporter Marketing team within the Fundraising department. The Supporter Care Executive is responsible for ensuring that people receive an excellent standard of customer care in order to maintain supporter satisfaction and to generate the maximum amount of income for dementia research. The position will also process and acknowledge a variety of donations on the fundraising database within agreed time frames Duties & responsibilities: Supporter engagement: Answering inbound telephone calls; responding to a wide range of enquiries including marketing campaigns, donations, fundraising events and requests for materials Managing enquiries, either by responding or forwarding as necessary Responding to written enquiries received in the post Making outbound telephone calls to increase the value of, or to retain supporters; including thanking, obtaining Gift Aid declarations and reactivating lapsed donors Recording feedback received by the charity and assisting in the resolution of complaints Donation processing and database administration: Process donations from telephone calls and mailings, acknowledging supporters appropriately Processing new direct debit instructions and standing order payments, amending and cancelling gifts as necessary In Memoriam giving; sending out materials, processing donations and sending appropriate acknowledgements to donors, Funeral Directors, and the Next of Kin Regular giving; processing new Direct Debit instructions and Standing Order payments, amending and cancelling gifts as necessary Processing and thanking donations relating to community fundraising and sporting events Ensuring the integrity of the database by amending supporter details as necessary

3 Vacancy Information Pack General administration: Opening, sorting and franking post Updating team procedures as required Amending supporter details as necessary Scanning and archiving documents. Other duties: To take personal responsibility for ensuring a good working knowledge of ARUK when communicating with supporters. This will require attendance at marketing campaign briefings and other staff presentations, and continuously building knowledge by taking the time to read daily news summaries, press releases and the staff intranet To recognise fundraising, engagement and retention opportunities when talking to supporters using a range of initiatives to explain how donations positively contribute towards the cause Undertake any other relevant duties and projects delegated by the Supporter Care Officer in line with the responsibilities of the post

4 Person Specification Vacancy Information Pack Below is a list of the key knowledge, skills and experience required for this role. Please include details in your cover letter about how you meet these requirements. Education Level Knowledge Skills Experience Personal Attributes Circumstances Essential Good level of education, with grades A-C in GCSE in Maths and English, or equivalent Good knowledge of Word, Excel, Outlook and databases Excellent telephone manner Excellent written communication skills Ability to work with a high level of accuracy and attention to detail Good organisational skills and the ability to prioritise workload Experience of working in a customer facing role Experience of handling complaints and queries Professional and hardworking team player Outgoing, enthusiastic and able to remain calm under pressure Willingness and ability to help occasionally with events (possibly elsewhere in UK) and occasional work outside of regular office hours/overtime at peak times Desirable Education to A Level Knowledge of Raiser s Edge fundraising database Knowledge of dementia Experience of customer care in the charity sector

5 Useful Information Be part of a movement with the power to defeat dementia. Alzheimer s Research UK is the UK s leading dementia research charity. We fund innovative research with the power to transform lives, campaign for government action, and help people to understand dementia and the progress we re making with research. Our people are vital to our mission. Our pioneering spirit is reflected in the energy and drive of our employees all of whom play a key role in helping realise our vision of a world where people are free from the fear, harm and heartbreak of dementia. Working for Alzheimer s Research UK, you can be part of a team that is: Funding world-leading research into dementia across the UK and beyond, with a Research Network of over 1,000 scientists, and key research initiatives aimed at delivering new treatments, preventions and improved diagnosis Providing trusted information about dementia to people affected and their families, helping improve understanding around the condition and the potential for research to defeat it Campaigning to keep dementia research on the political agenda, working to ensure government funding for research is a priority and that the environment is right for biomedical research into dementia to succeed Building a social movement behind our cause, connecting with thousands of people who are helping to power the fightback against dementia. We are a non-branched charity at an exciting stage of expansion and development. Our friendly, busy and dynamic office is based in Granta Park, Great Abington, Cambridge. We offer the following benefits 25 days annual leave plus bank holidays, pro-rated for new starters, part-time and annualised hour employees. Option to buy up to 5 additional days leave per year, pro-rated for new starters, part-time and annualised hour employees. For every 3, 6 and 9 years worked, employees will receive 1 additional day s leave (loyalty days) which will be added to their annual entitlement, pro-rated for part-time and annualised hour employees. Standard 37.5 hour working week, with a flexible start time of between 7.30am and 9.30am and a corresponding finish between 4pm and 6pm each day. 5% employer contribution of your annual salary into the pension scheme. Employee contribution of 1% from April 2018 and 4% from April Access to an Employee Assistance Programme which is designed to support employees and family members on dealing with problems that may be adversely impacting their work/home life, health and general wellbeing. Free private medical health insurance including the offer of a yearly medical health check. Income protection insurance and life insurance. Childcare Vouchers employees can salary sacrifice up to 243 per month. Cycle to work scheme. Payment of professional membership fees. Access to Granta Park gym and exercise classes. Access to two restaurants on Granta Park. Access to Granta Park commuter bus from Cambridge or Whittlesford Parkway train stations. Free tea/coffee facilities throughout the office.

6 Who We Are Diversity Policy Statement Everyone has the right to be treated with consideration and respect. ARUK is committed to achieving a truly inclusive environment for all, by developing better working relationships that release the full potential, creativity and productivity of each individual. ARUK aims to ensure that all employees, volunteers, donors, partners, contractors, and the general public are treated fairly. This will be regardless of sex, sexual orientation, gender re-assignment, marital or civil partnership status, race (including colour, nationality, ethnicity, or national origin), disability, medical status, age, religion or belief, political opinion, social or economic status, or ex-offender status. Use of Curriculum Vitae (CVs) Our policy is to recruit and employ our employees on the basis of their suitability for the work to be done. All CVs received prior to the closing date of the role will be considered assuming that they are accompanied with a covering letter. Please note that CVs will be kept by Alzheimer s Research UK in line with the General Data Protection Regulation. Although we will endeavor to consider previous or speculative applications where possible, due to the number we receive, we encourage you to regularly view our website for upcoming opportunities. Shortlisting ARUK is an equal opportunities employer and we are committed to ensuring all applications are treated fairly. All applications are subject to our shortlisting process; if you are shortlisted we will contact you and invite you to attend an interview. You will also be advised at this point if there will be any skills test, presentations etc. Employment Checks All offers of employment are made subject to the following criteria: proof of eligibility to work in the UK, proof of residency and satisfactory employment screening, and two references satisfactory to ARUK and, if required, a Satisfactory Criminal Records Bureau Check.