DIRECT DEBIT SUPERVISOR. The Donkey Sanctuary Sidmouth Devon EX10 0NU England (0)

Transcription

1 DIRECT DEBIT SUPERVISOR The Donkey Sanctuary Sidmouth Devon EX10 0NU England (0)

2 Contract Employment Package This is a full-time, fixed term contract starting as soon as possible until 12 th July 2018, working 35 hours per week, Monday - Friday. This is a multi-site, 7-day operation and therefore there may be some requirement to work flexibly to meet the needs of the Charity. Salary The starting salary for this role is 21,250 per annum. Holiday 31 days holiday per year, inclusive of the 8 statutory public holidays. This increases by one day each year until a maximum of 34 days (pro rata for part time employees) is reached. Probationary Period and Review Your probationary period will be 3 months. During this period, should either you or the Charity wish to terminate your employment, your notice period shall be 1 week. After 3 months of employment the notice period is 1 month. Performance Reviews Employees have the opportunity of a probationary review meeting with their Manager at the end of their probationary period. Pension Scheme The Charity values its employees and believes that pension contributions are an important part of the benefit package offered. The Donkey Sanctuary exceeds the government recommended rate amounts as shown in the table below: Band Employer Contribution Employee Contribution % of annual salary 2.5% minimum % of annual salary 3.5% minimum Executives 10.5% of annual salary 4.5% minimum The scheme is administered following government set auto enrolment rules. New members of staff will receive an information sheet from Human Resources as part of their starter pack which explains the scheme and the postponement rules. A mandatory postponement letter will be generated by payroll and distributed with your first month s payslip, this will also provide details on eligibility and early opt-in instructions. After three months of employment you will be assessed, following current government auto enrolment criteria, and, if eligible, will be auto-enrolled into The Donkey Sanctuary Group Personal pension scheme. Closing Date All applications need to be received by 12.30pm on Thursday 28 th June

3 Job Description DIRECT DEBIT SUPERVISOR Band 7 Responsible to: Data Manager Directly responsible for: Direct Debit Assistants Our Vision and Mission The Donkey Sanctuary is working for a world where donkeys and mules live free from suffering, and their contribution to humanity is fully valued. We will achieve this by transforming the quality of life for donkeys, mules and people worldwide through greater understanding, collaboration and support, and by promoting lasting, mutually life-enhancing relationships. Overall Purpose As Direct Debit Supervisor, you will ensure the smooth running of the Direct Debit Team, overseeing the administrative and financial processing of all direct debit income. You will provide operational support to the Direct Debit Manager and deliver exceptional customer service to our supporters and endeavour to minimise lost revenue through attrition and incorrect data. The Donkey Sanctuary currently has over 50,000 active Direct Debits, generating in excess of 3m per annum. Main Duties and Responsibilities Manage the Direct Debit Team to ensure timely compliance on Direct Debit data processing and maintain team work flow to prevent backlogs which could affect predicted income and impact on the SLA and renewal cycle of the Adoptions Team; Ensure the public facing Direct Debit Team is supervised/managed effectively to deliver an excellent experience for new and existing supporters of the Donkey Sanctuary, whilst adhering to BACS processing regulations and GDPR compliance; Work as part of the core project / tender committee team to procure Direct Debit related external agency contracts, ensuring data and policy compliance; Provide support to Contract Management of Direct Debit related external agencies, measuring KPIs and reporting back at quarterly review meetings; Supervise, motivate, train, develop and support the Direct Debit Assistants, ensuring the team understand their contribution to the organisation s strategic objectives and developing them to fulfil their potential; Accountable for all Direct Debit administration and the access and download of daily external agency report from secure password protected sites; Manage the timely and secure export /transfer of confidential data to external Direct Debit collection agency; Maintain accurate team processing statistics to analyse and reconcile external collection agency invoices ensuring we are charged correctly for services rendered; Analyse and approve Direct Debit collection agency and credit card invoices in line with ERP /ebis authority levels; Manage the time sensitive task of ensuring the bi-monthly Direct Debit payments are reconciled and exported accurately to Raisers Edge providing accurate portrayal of generated income for Management Accounting processes; Carry out Auto Import and data cleansing of both manual and electronic data using macros and import profiles to create constituent records and Direct Debit payment records which assist in the reconciliation of finance and income streams; Nominated contact for external BACS Payment Services; Resolve complex queries and respond to Supporter Direct Debit complaints; Main contact for external Direct Debit collection agency to ensure timely and accurate collection of Direct Debit payments and participate in regular teleconferences to maintain operational objectives; 3

4 Nominated data contact for liaison with external inbound/outbound telephone agencies to ensure adherence to specified KPIs and Service Level Agreements; Collaborate with Fundraising and Graphics Team to produce standardised format of Direct Debit forms to be used in mailings/appeals for submission and authorisation to BACS; Proactively develop and support new working practices to improve and streamline Direct Debit processes; Work in partnership with the Supporter Stewardship team to maximise income generation opportunities ensuring that Direct Debit related supporter stewardship activities are maintained; Maintain the highest professional standards at all times ensuring that all outputs are produced within agreed timescales and industry specifications; Compile and deliver team statistics to Data Manager for inclusion at Senior Management Meetings; To carry out any other reasonable duty as may be required. Responsibilities of all Donkey Sanctuary Employees Act as an effective Ambassador for the Charity, demonstrating behaviour which supports the Charity s strategy and values and work in a way which promotes the standards described in the Competency & Standards Framework; To work within the Charities guidelines with regard to conduct, recognising its policies with regard to equality, and showing respect and co-operation towards fellow colleagues; Under Health & Safety legislation, all staff must work in the safest possible way in order to ensure their Health & Safety and that of all others who may be affected by their actions; Demonstrate a commitment to continuing personal development; To co-operate with management and colleagues to promote good communications through sharing appropriate information and building positive working relationships. Hours 35 hours per week. This is a multi-site 7-day operation and there may be some requirement to work flexibly to meet the needs of the charity. Location Based at The Donkey Sanctuary, Sidmouth. There may be occasions when the post holder may be requested to work at another location considered reasonable by the Charity. 4

5 Person Specification Essential Experience of collating information of a confidential nature across a wide group of both internal and external stakeholders and presenting this information clearly to ensure accuracy and minimise errors; Able to demonstrate experience in a supervisory position; Able to demonstrate attention to detail ensuring accuracy, impacting on supporters and other departments and financial reporting/budgeting; Ability to analyse and interpret data to ensure compliance with external policies such as GDPR, Data Protection and BACS regulations; Excellent organisation and planning skills, able to demonstrate the ability to make good decisions under pressure whilst maintaining professionalism and composure and deliver on deadlines; Ability to demonstrate excellent communication skills (written and verbal) and be adept and flexing communication styles to different individuals; Competent IT skills (Word, Excel and Outlook); Adaptable to the demands of working in an area of rapid change and development; Excellent organisation and planning skills, able to demonstrate the ability to make prioritise own workload deliver on deadlines which may affect the smooth running of other departments; Ability to demonstrate tact and diplomacy in dealing with sensitive and confidential data; Able to demonstrate excellent customer service skills; which includes experience of dealing with enquiries and complaints from supporters/members of the public; Full valid driving licence. Desirable Previous knowledge of Direct Debit processing or similar experience within a financial environment; Evidence of continuing commitment to self-development; Previous training and supervisory experience. Personal Attributes Recognises the importance of customer service and strives to deliver high standards; Excellent interpersonal skills to build effective relationships within the Donkey Sanctuary and external agencies to develop their category and influence multi-disciplinary teams; Thinks ahead and anticipates the future needs of both the business and the supporters Proactive in anticipating needs and seeking opportunities to add value; Maintains performance, professionalism and composure when under pressure; Ability to demonstrate tact and diplomacy in dealing with sensitive and confidential matters; Ability to work as part of a team; Motivates themselves and others, with a positive and professional attitude; Helps others to grow and succeed through coaching, mentoring and actively encouraging the sharing of knowledge and experience; Leads change by effectively communicating and building commitment; Ability to actively support internal stakeholders and build good working relationships at all levels; A friendly, approachable and helpful nature; Able to demonstrate the ability to establish, build and maintain successful relationships with staff and supporters; Able to present a positive professional image of The Donkey Sanctuary at all times. Note: To reflect any changes within the Charity during the next few years, the scope of this role will be regularly reviewed and may evolve to meet those needs. Any changes will be agreed in advance with the post holder and confirmed in writing. 5