SUPPORTER CARE TEAM LEADER RECRUITMENT PACK 2017

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1 SUPPORTER CARE TEAM LEADER RECRUITMENT PACK 2017

2 28,000-32,000pa Full time Thank you for your interest in Crohn s and Colitis UK. We are a national charity whose purpose is to improve life for everyone affected by Crohn s Disease and Ulcerative Colitis. These lifelong and debilitating conditions affect over 300,000 people in the UK with nearly half of those being diagnosed each year under the age of 29. Our work covers a broad range of activities designed to achieve a better quality of life, improve support and services and, ultimately, find a cure. We are recruiting for a full-time Supporter Care Team Leader who will be responsible for implementing the processes that ensure we are able to support the amazing fundraisers and donors that make the fight against Inflammatory Bowel Disease possible. In doing this, the successful candidate will uphold the highly ambitious strategic and operational aims of the Income Generation Department. They will additionally work to ensure that the Supporter Care Team can administer these processes efficiently, delivering the highest standards in Supporter Care. The ideal candidate will primarily be supporter focused and comfortable with working with a wide variety of software platforms. They will have significant experience in data manipulation and have a strong drive for development within a busy role. We very much look forward to hearing from you. Rachel Wagstaff Supporter Fundraising Manager Page 2 of 8

3 Our Vision We want to see a world in which people s lives are not limited by Crohn s or Colitis. Our Mission We work with everyone affected by Crohn s and Colitis, and help them achieve a better quality of life by providing support, improving services and ultimately finding a cure. Our Values As a charity we work to an ethos of share values. These are: Compassion Inclusion Collaboration Empowerment Excellence What we do We lead the battle against Crohn s Disease and Ulcerative Colitis and we won t stop until we ve won. Crohn s and Colitis UK is the leading UK charity in the battle against Crohn s Disease and Ulcerative Colitis. We are fighting to achieve a better quality of life for the 300,000 people in the UK suffering physically and emotionally from these and other forms of Inflammatory Bowel Disease (IBD). Ultimately, we want to find a cure. For more than 35 years, we ve been working with and for patients and their families, the nurses, doctors, and all those that work in healthcare that treat them, and the policymakers who can bring about change. We provide high quality information and support to enable people to manage their conditions. We believe people living with Crohn s and Colitis should be able to live their lives to the fullest. We work with the UK health sector to improve diagnosis, treatment and management of IBD. We want everyone with the conditions to have access to the best specialist services. We support life-changing research to increase knowledge of the causes and the best treatments for Crohn s and Colitis. We want to improve lives now, and lead the mission to find a cure. We campaign vigorously alongside the IBD community and our partners for more knowledge, better services and more support for our ongoing fight against IBD. Join our fight against Inflammatory Bowel Disease. Further information Page 3 of 8

4 Grade C Reports to the Supporter Fundraising Manager Overall purpose To develop and implement Crohn s and Colitis UK s supporter care strategy and to provide fundraising data insight and analysis to ensure the best possible ROI for all fundraising activities. Key Responsibilities 1. Develop supporter care processes, standards and measures. Devise and maintain performance reporting processes. To work with the Supporter Fundraising Manager and Director of Income Generation to develop and implement the strategy for supporter care at Crohns and Colitis UK. To develop, implement and communicate supporter care standards to the fundraising department. To ensure monitoring and reporting of performance against the supporter care agreed key performance indicators. To oversee and manage the Supporter Care Assistants to ensure that all fundraising requests, queries, campaigns and administrative tasks are delivered in accordance with the ethos of the organisation and to schedule. To devise and implement supporter journeys for all of our fundraising initiatives working closely across the organisation to ensure our supporter experience is as positive as possible. 2. Maintaining and developing the fundraising database To take a lead for the Income Generation team in maintaining and developing the ALMs.net fundraising database. To take a lead in ensuring that ALMs.net is accurate at all times. Use the database to generate analytical and strategic reports Use the database to generate data selections for donor mailings Responsible for ensuring all members of the individual giving team are using the database correctly and efficiently. 3. Finance and Accounting responsibilities To lead on all aspects of Supporter donations/fundraising relating to financial processing, recording, responding to enquiries / queries. To ensure that the Supporter Care Teams process income, income accruals, sponsorship and revenue in a timely manner, ensuring the correct recording on relevant databases. To ensure that the Supporter Care Team effectively, efficiently and accurately processes, codes, records and receipts single / regular gift donations, income and sponsorship and that all tax efficient giving methods are processed to according to financial regulations and maximising the benefit of Gift Aid. To ensure financial records are maintained in accordance with VAT and Inland Revenue regulations. 4. Team Leadership To lead, manage and motivate the Supporter Care Assistants. To proactively contribute to the Income Generation team. Page 4 of 8

5 The purpose of this job description is to focus attention on the most important aspects of the job-holder s role. It is not intended to be a complete list of the duties; therefore it is to be expected that the day to day performance of the job will include tasks not listed above. The list of duties for which the job-holder is responsible may reasonably be varied or added to at the discretion of the charity. Page 5 of 8

6 Person Specification Supporter Care Team Leader Essential Experience At least two years experience of working in Fundraising. Experience of effective team leadership within a customer centric environment. Experience of working with databases. Desirable Experience of generating reports, analysis and selection of data in order to identify target audience. Experience of working on cross team projects. Experience of using supporter systems and processing of donations and donor data. Experience of reconciliation across from CRM to Accounting databases. Skills Attitudes Excellent communication skills, verbal and written. Ability to work to deadlines. Ability to work on a number of projects at the same time. Good project management skills. Ability to build and maintain relationships with third parties. Knowledge of Gift Aid, Data Protection Act and PCI-DSS compliance. Excellent database and Excel and to undertake advanced analysis techniques. A commitment to the principles and objectives of Crohn's and Colitis UK. Enthusiasm and Energy to inspire supporters. Ambition to reach challenging income targets. A commitment to good team working. Page 6 of 8

7 Please note Prospectus has been retained as strategic partner to Crohn s and Colitis UK. Any applications sent directly to Crohn s and Colitis UK will therefore be forwarded onto to Prospectus. You can apply directly via their website: or you can your CV and Supporting Statement to: ryan.burdock@prospect-us.co.uk If you have any questions having considered the job pack and you would like to have a conversation before formally applying, please contact Ryan Burdock: Closing dateforapplications: Wednesday 1 March 2017 (5.00pm) Page 7 of 8

8 Charity registered in England and Wales Number , Scotland Number SC A company limited by guarantee in England: Company number