UK Supporter Care Coordinator UK Operations UK Supporter Care Manager London/ UK Office

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3 UK Supporter Care Coordinator Job Description World Animal Protection. the needless suffering of animals. decision makers to put animals on the global agenda. the world see how important animals are to all of us. people to change animals lives for the better. the world to protect animals. UK Supporter Care Coordinator UK Operations UK Supporter Care Manager London/ UK Office Main Purpose of the role Providing a consistent public face of World Animal Protection to existing and potential supporters, ensuring every contact is a positive and informative experience of the organisation. Position in organisation This role is based in a team of four in the UK Region Supporter Care Team. Duties and Responsibilities Supporter Liaison To develop and communicate an extensive knowledge of World Animal Protection s global strategy, key programme areas, individual campaigns and underlying policies, to existing and potential supporters; To develop an understanding of the animal welfare issues which do not sit within World Animal Protection s current strategy and refer enquirers to alternative charitable organisations, where appropriate; To review and respond to supporter enquiries and complaints via various channels (e.g. telephone, social media, and post), ensuring all interactions are managed to conclusion within SLA;

4 To develop and maintain an awareness of all current and forthcoming campaign and fundraising activity in order to deliver prompt, knowledgeable responses to supporter enquiries and complaints within SLA; To identify and liaise with key global colleagues, in order to obtain the information required to be able to provide positive, informative responses to supporter enquiries and complaints within SLA; To produce communications tailored to the relevant channel (e.g. Facebook) through the adaptation of standard templates and creation of bespoke correspondence, in line with World Animal Protection s brand and within SLA; To maintain accurate and comprehensive records relating to all supporter interactions, ensuring all data is processed in line with World Animal Protection s internal procedures and is compliant with the Data Protection Act. Donation Processing To establish and retain a clear understanding of the relevant package codes assigned to all current and forthcoming fundraising appeals, in order to efficiently and accurately process supporter donations; To process supporter credit card donations and manage subsequent fulfilment (e.g. thank you letters) in line with World Animal Protection s internal procedures, in compliance with the Data Protection Act and within SLA; To set up, amend and cancel Direct Debit instructions, including ad hoc fulfilment (i.e. welcome gift) in line with World Animal Protection s internal procedures, in compliance with the Data Protection Act and within SLA; To maintain accurate and comprehensive records relating to all supporter transactions, ensuring all data is processed in line with World Animal Protection s internal procedures and is compliant with the Data Protection Act; Verify gift aid declarations captured by our fulfilment agency are accurately recorded via weekly reports; Audit a sample of donations included in our monthly gift aid submissions to ensure World Animal Protection has a valid gift aid declaration for each. Administration To update and amend supporter records (e.g. address changes, mailing preferences, Gift Aid status), and produce subsequent correspondence to confirm action taken, in line with World Animal Protection s brand; To sort, record and send postal donations received in-house to World Animal Protection s fulfilment agency for processing, including follow up spot checks to ensure donations are imported into supporter records; To ensure that Gift Aid declarations are collected for as many donors as possible, and that all Gift Aid declarations adhere to the HMRC guidelines; To carry out any other administrative tasks associated with supporter liaison and donation processing.

5 Service Development To actively identify and collate feedback from supporters with regards to any issues with World Animal Protection s supporter care service and assist with the development of new processes to improve the experience; To work in conjunction with key colleagues to help improve internal information flow, and develop new initiatives which increase supporter loyalty and reduce attrition. Skills and Experience Relevant experience in a similar Supporter Care role; Experience of handling enquiries and complaints, across a variety of communication channels; Empathy with animal welfare issues; Excellent verbal and written communication skills, with confident telephone manner; Ability to compose a variety of bespoke correspondence to a high standard; Ability to review and accurately interpret the tone and content of a wide range of communications; Ability to multi-task and remain calm under pressure; Ability to prioritise and work on own initiative, as well as following management instruction; Desire to learn and ability to retain information across a number of different programme areas; Ability to manage own workload and prioritise tasks. Desirable Experience of working for an animal welfare organisation; Experience of working with the Gift Aid scheme; Demonstrable understanding of animal welfare issues; Working knowledge of Salesforce; Working knowledge of The Raiser s Edge CRM database from Blackbaud.

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