Sponsorship Communications Coordinator. Full time (34.5 hours per week), permanent. Sponsorship Communications Team Leader

Transcription

1 Job Title Sponsorship Communications Coordinator Department Public Engagement Unit (if appropriate) Individual Giving Grade 6 Salary 23,305 per annum Contract type Full time (34.5 hours per week), permanent Reporting to Sponsorship Communications Team Leader Responsible for Sponsorship Communications Volunteers Overview Plan International UK is an independent development and humanitarian charity that advances children s rights and equality for girls. We believe in the power and potential of every child. Working together with children, young people, our supporters and partners, we strive for a just world, tackling the root causes of the challenges facing girls and all vulnerable children. We have been building powerful partnerships for children for 80 years, and are now active in more than 70 countries. The Public Engagement department strategically combines fundraising, major partnerships, campaigns, and communications to raise funds and create a shift in public opinion on international children s development and rights issues by mobilising the income, resources and forces that are needed to support Plan s work. The Individual Giving Unit is made up of the following areas: Supporter Acquisition, Supporter Retention, Supporter Engagement, Sponsorship Operations and Marketing Performance. Our primary proposition is Child Sponsorship, where we deliver an engaging one to one relationship to over 80,000 child sponsors The Individual Giving Unit is responsible for generating income from individuals through high-quality direct-marketing activity and for fulfilment of the sponsorship journey. This is done through a process of donor acquisition, retention and upgrade alongside developing and offering other mass-marketed fundraising propositions for supporters to participate with. This team therefore delivers the direct fundraising activity to solicit sponsorship and other regular/one off donations alongside ensuring that income is accurately managed and available to the whole organisation. Finally, the team provide direct supporter engagement to respond to and communicate with supporters and specific sponsorship related operations. This Unit is expected to deliver award winning fundraising campaigns and activities, testing and developing innovative ways to solicit public donations, and challenging, where appropriate, the normal parameters of charity donor marketing in order to deliver more supporters and income to the business.

2 Job Purpose The purpose of this role is deliver an exceptional service within the Sponsorship Operations team through: Overseeing volunteers who read and log communications from Sponsors and Sponsored Children Distributing tasks to volunteers and ensuring stock levels are maintained Training new starters on reading and logging communications from Sponsors and Sponsored Children Reading communications (letters and s) from Sponsors and Sponsored Children and logging them onto the database within agreed turnaround times Processing queries that arise out of sponsorship communications Following Child Protection procedures and flagging inappropriate content/photos Reporting on volume of sponsorship communications sent daily/weekly against KPIs Tracking when communications are due from the Programme Countries and following up as necessary to ensure prompt receipt of scheduled communications or acknowledgement of delay Key Duties Volunteer recruitment, training and supervision Read & log correspondence from/to Sponsors and Sponsored Children Maintain core and Sponsorship Communications processes Key Activities Work with the Sponsorship Communications Team Leader to ensure appropriate volunteer help is available at all times, including recruitment of volunteers and temporary staff Ensure that volunteers and temporary staff are fully trained in all areas relating to the tasks to which they have been allocated Ensure volunteers have a full induction process with relevant teams, and any other useful inductions Contribute to efficient working practices and the promotion of volunteer retention Monitor workload and issues and report on progress to the Sponsorship Communications Team Leader to feed into monthly reporting, ensuring resourcing issues are addressed as necessary Ensure that all correspondence from Sponsors and Sponsored Children is read, logged and despatched as appropriate within agreed time frames Process queries that arise out of Sponsorship Communications Flag inappropriate correspondence as queries with the Senior Sponsorship Experience Officer and Sponsorship Experience Co-ordinator within agreed time frames Any other communications for the Supporter Engagement Team/other departments to be flagged on a daily basis Manage all electronic sponsorship communications (Plan Postbox) between Sponsors and Sponsored Children within agreed time frames Maintain an effective system for processing and closing down queries Ensure all electronic communications are reported and dispatched to the relevant points of contact Maintain appropriate filing and storage systems for communications in line with our Child and Data Protection policies and ensure effective handling of the above procedures Liaise with Sponsorship Communications Team Leader with any issues or concerns relating to communications

3 Tracking of Welcome Greeting Communication (WGC), Sponsored Child communication Other Duties Run the WGC and Sponsored Child Communication tracking reports monthly when developed Send National Office Inquiries (NOIs) to the Programme Countries Track NOIs and follow up in line with procedures Send communications to Sponsors as agreed with Sponsorship Experience team and Sponsorship Operations Manager Work with the Sponsorship Communications Team Leader to ensure the right processes are in place and working, in order for Sponsorship Operations and Supporter Engagement staff to constantly deliver high customer care standards and spot opportunities to improve service to supporters thereby maximising their lifetime value. Update Sponsorship Operations and other Individual Giving managers/head of Individual Giving weekly via with the current turnaround times in the Sponsorship Communications Team (updating the Sponsorship Communications whiteboard accordingly) Work as a supportive member of the department, providing cover for other departmental members as required and appropriate Proactively seek ways to change or enhance sponsorship operations processes and procedures and implement improvements as appropriate. Work with the Senior Sponsorship Experience Officer and Sponsorship Experience Co-ordinator to identify the need for and contribute to the design, preparation and despatch of communications to Sponsors and Sponsored Children Identify and escalate issues or complaints in line with Child Protection or complaint handling policies or systems. Take all practical Child Protection measures in line with Plan s policy Monitor and document work processes to ensure updated individual and departmental records are maintained Attend and contribute to regular team, departmental and interdepartmental meetings and working groups as applicable Undertake special projects, consistent with the aims and objectives of the department and Plan International UK Keep up to date with activities and news from across Plan International UK to ensure informed supporter communication Ensure all information and supporter records are accurate and stored in line with Data Protection regulations Be an ambassador for Plan International UK and its supporters, supporting the delivery of the vision and ensuring that the charity s profile and reputation are enhanced. Represent Plan International UK at external supporter events. Any other duties as directed by and agreed with the Sponsorship Operations Manager and/or Sponsorship Communication Team Leader

4 General Stakeholder and Customer Service Awareness and Representation Level of Child Protection Responsibility Level of Budgetary Responsibility Be open to change and demonstrate a flexible and adaptable approach Work collaboratively with other departments and be a supportive and effective team member Ensure that all activities undertaken on behalf of Plan International UK, externally or internally, are executed in accordance with the overall aims of the organisation and in line with Plan s policies and procedures. Identify opportunities for learning & development, and participate in training and other activities as requested by the organisation. Provide excellent customer service to all our respective audiences and comply with Plan International UK s quality management protocols Commitment to Plan s position on promoting girls rights and gender equality; and integrating this into all aspects of work. Medium Has responsibility for ensuring Child Protection procedures or policies are adhered to Low. Responsible for ensuring volunteer expenses are completed and signed by Sponsorship Communications Team Leader This is not intended to be an exhaustive list. Your job description may be subject to change.

5 PERSONAL COMPETENCIES Competency Title Communicating and relationships with all stakeholders Working effectively and efficiently Demonstrating Plan s Values The successful candidate will be able to. Communicate to a very high standard, in writing and verbally, to all customers and colleagues Convey complex information in a simple, clear way Use resources in a cost-effective manner Seek to improve work methods to achieve high levels of efficiency; Makes suggestions to others on better ways of carrying out work Prepared to try doing things differently; Manages own workload effectively in order to maintain high service level standards and efficiency Keep up to date with changes in their own area of responsibility and understands how the changes in the external environment may affect them Respond positively to feedback from others Identify mistakes and takes constructive action to ensure lessons are learnt Contribute to the development of a culture which encourages innovation and continuous improvement. RELEVANT EXPERIENCE The successful candidate will have experience of. Working in a supporter/customer care role in a similar supporter/customer service environment Administrative experience in a busy office environment and managing and maintaining effective administrative systems, including monitoring and controlling stock Overseeing the workload of others and effective delegation Delivering high quality work with minimum supervision Suggesting and taking the initiative about new ways of working that have been successfully implemented Positively embracing and adapting to change Communicating clearly, with the ability to adapt your communication style for different groups Working constructively and collaboratively with colleagues from different teams

6 SPECIFIC SKILLS AND KNOWLEDGE The successful candidate will have the ability to. Customer service skills with the ability to show empathy, tact and diplomacy Excellent interpersonal skills Demonstrate excellent attention to detail especially when entering data Be a team player, with the ability to use initiative and to understand department needs to prioritise workloads effectively Cope well under pressure and experience of working within a demanding environment Have an approach that is flexible, innovative and responsive The successful candidate will have knowledge of. Strong administration skills and a high level of accuracy and attention to detail The charity fundraising environment. Customer Relationship Management/Database systems Demonstrate an awareness of child protection issues Understanding of, and a commitment to the vision, mission and values of Plan International UK Good working knowledge of MS office, especially Word, Excel and Outlook. Excellent organisational skills A high level of drive and ambition, both personally and for the organisation The ability to be flexible, diplomatic, assertive and a good negotiator