Hours 35 Grade C Salary Circa 21,000 per annum

Transcription

1 Role title Supporter Care Assistant (2 roles) Directorate Income Generation Location Northampton Resource Centre Accountable to Supporter Care Team Leader Travel Occasional Accountable for NA requirement DBS check No Core Role Anchor Level Deliver Ambition focus: 6: Building the foundations for long-term growth Hours 35 Grade C Salary Circa 21,000 per annum Contract type Permanent We are the UK s leading charity dedicated to conquering stroke. There are over 1.2 million stroke survivors in the UK. Almost two thirds have a disability and one third rely on others for help, making stroke one of the biggest causes of disability. We are continually working to improve the lives of stroke survivors and their families who deserve the very best treatment and care. We deliver amazing, life-changing support to over 60,000 stroke survivors and their families each year. We also fund research to find better treatments, campaign for better stroke care and help people understand how to spot and prevent stroke. This work is made possible by more than 4,000 talented volunteers and staff, our fantastic supporters and our strong relationships with the stroke clinical and research community. We work with integrity, demonstrating our values as one combined passionate, innovative, respectful and professional team. Together we can conquer stroke.

2 Directorate Our Income Generation Directorate plays a key role in securing two thirds of the income of the Stroke Association which funds our Research programmes, campaigns and helpline support and underpins our services supporting stroke survivor whilst covering the core costs of running the Association. Last year we raised 24m from individuals, companies, trusts and foundations and community organisations and we have specialist teams responsible for our wide range of fundraising disciplines including Legacies, Direct Marketing, Community & Events Fundraising, Corporate Partnerships and Philanthropy, as well as a Development team which supports and improves our practice. Join us and help to achieve a world free of stroke. Purpose of role Every Stroke Association role is designed to contribute towards achieving our strategic ambitions. The particular focus of this role is to help us to achieve Ambition 6: Building the foundations for long-term growth The purpose of this roles is to deliver excellent administrative support for new and existing fundraising supporters of the Stroke Association. You will act as the first point of contact for donation and event enquiries and income processing, building and maintaining relationships that will benefit Stroke Association for the long-term. Key responsibilities of role Responsibility areas Performance Indicators Key Competencies To act as the first point of contact for Stroke Association supporters. Responding to all inbound enquiries in a promp Service Level Agreements are met efficient and helpful manner and within agreed service levels. Providing information, support and feedback as required and delivering world class supporter care Feedback from CEFT To work collaboratively with our internal fulfilment team to ensure that the Stroke Associations fundraising activities are supported by an effective fulfilment process Seamless transfer of event letters/ fundraising pack requests to fulfilment. Customer Focus

3 To process all outbound administrative activities, such as letters/ responses/ in a prompt, efficient and personable manner and within agreed timescales and service levels To contribute to the on-going improvement of administrative procedures to achieve optimum efficiency and customer service by the Supporter Care team SLA s achieved Customer Focus Participate in team meetings Open to change and suggest improvements to existing processes Actively maintain and develop your own performance and contribute to the performance of the Supporter Care team to meet and exceed agreed targets and service levels To accurately process all aspects of financial income processing of supporter donations (inputting, recording, amending, receipting, Gift Aid) within the agreed timescales and service levels and in accordance with defined policies Performance and Development reviews (P&DR) are completed. Engages fully with PDR process Mandatory training. Gives and responds to feedback appropriately. SLA s achieved Data Quality Checks Gift Aid claims To accurately input and manage supporter data as directed and work closely with the Database Team to ensure any inconsistencies are properly amended Take ownership, record and respond to all complaints efficiently and effectively seeing them through to a successful resolution. To attend and support fundraising events where reasonably requested To attend and contribute to team meetings and training sessions of the Supporter Care Team to ensure Data Quality Checks Customer Focus Internal Complaints procedure Customer Focus Encourages people to support the Stroke Association Customer Focus Active participation Participation in meetings Continuous Improvement

4 consistent working practices are maintained/improved Keep up to date with best practices and abreast of changes affecting Supporter Care, including Gift Aid, Data Protection, PCI DSS, direct debit and other relevant legislations. Conduct outbound communications by telephone and to increase awareness, donations and engagement with the Association Strong ability to problem solve and excellent communication skills. Familiar with policies and procedures relevant to role Change Readiness Collaborative working with CEFT/Departments SLAs achieved Customer Focus Proactively come up with solutions to problems and respond positively Change readiness

5 Mandatory responsibilities of role (Whilst the mandatory responsibility areas and key competencies are standard, performance indicators will vary dependent upon the role and anchor level) To undertake any other duties commensurate with the purpose and remit of the post. Responsibility areas Performance Indicators Key Competencies To ensure that you manage and develop your own performance Evidenced attendance at personal training and regional events Leadership All mandatory training is completed Performance and Development Review completed to standard. To follow the Stroke Association s policies and procedures Familiar with competency framework including values, mission and vision. Accessed and read the Staff Handbook and any relevant policies and procedures to your role. Willing to travel during the course of your duties with possible overnight stays away from home. Change Readiness To contribute to any project work as required. Examples of project work. Change readiness

6 Person specification Education Good level of education with passes to GCSE level or equivalent, including English Language and Maths or relevant demonstrable industry experience Willingness to undertake training and continuing professional development / Experience Experience of using technology and IT systems Experience of working in an administrative and customer/supporter care environment Experience of making outbound telephone calls Experience of working with a database or records system Experience of working in a busy office environment Some experience or working knowledge of the Gift Aid Scheme and Data Protection Experience of accurate data entry Skills and abilities Computer literate, able to use a range of IT products, including Word and Excel to a high standard Ability to communicate effectively with people face-to-face, in writing, by and on the telephone A high standard of written and spoken English

7 A high degree of numeracy Ability to work accurately and with attention to detail Ability to organise and prioritise tasks to meet deadlines Ability to work with minimum supervision and to use own initiative An enthusiastic and can-do positive attitude Other requirements Ability to demonstrate an understanding and commitment to our corporate values To be committed to the principles of equal opportunities and diversity To have an understanding of Stroke This information will be used as part of the shortlisting process.