Supporter Relations Team Assistant

The Supporter Relations Team plays a pivotal role in building relationships with our supporters and assisting our fundraising team to raise vital funds that will support our mission to beat blood cancer within a generation. The main purpose of this role is to deliver excellent customer service to our supporters from the beginning of their journey with Blood Cancer UK. Our processes need to be as efficient and effective as possible to get the best from our supporters.

This is an excellent opportunity for someone with great communication, organisation and interpersonal skills. The post holder will take responsibility to help build lasting relationships with our supporters through written and verbal communication and ensure efficient administration of donations and maintaining accurate data on our CRM system.

Application DeadlineAugust 20, 2024DepartmentEngagementEmployment TypeFixed Term ContractLocationEdinburgh/HybridWorkplace typeHybridCompensation£28,654 / year

Key Responsibilities

**MAIN RESPONSIBILITIES

Customer Service:**

• Deliver an outstanding supporter experience and develop relationships with our supporters in every interaction you have with them
• Respond to all inbound enquiries, requests and donations received (by phone, email, in writing or in person) in a prompt, efficient and helpful manner and within the agreed timescales
• Deliver outbound stewardship calls for key events and products
• Fulfilment of welcome packs, fundraising materials and thank you letters
• Complaint handling

Administration:

• Provide fundraising and administration support across the Fundraising directorate. This involves managing supporter enquiries and registrations for fundraising appeals and campaigns, as well as the full range of fundraising events.
• Processing cheque, card and cash donations
• Coding fundraising pages such as Just Giving
• Recording and updating event registrations
• Data entry and updating details in our CRM system
• Coding income and making financial adjustments

General Responsibilities:

• Ensure compliance at all times with legislation, such as Institute of Fundraising codes of practice, data protection and GDPR, Fundraising Regulator, Gift Aid and all other requirements of an ethical and professional fundraising charity
• Take a proactive approach to personal development
• Contribute to team meetings and workshops
• Work collaboratively with other colleagues to continuously improve our processes and ways of working

THINGS WE ALL DO

• Promote Blood Cancer UK’s vision, mission and core values
• We’re all fundraisers. This is slightly different for all roles, and your team will have fundraising KPIs and objectives we all work to
• Attend and assist at Blood Cancer UK events and activities as required (NB this involves evening and weekend work)
• Be an effective ambassador for Blood Cancer UK at any activity you attend
• All staff are expected to adhere to Blood Cancer UK’s policies and procedures
• Do any other reasonable things your manager needs you to do
• We work in partnership with our community by actively involving people affected by blood cancer in the decisions we make about our work – what we do and how we do it

Skills, Knowledge and Expertise

• Excellent communication skills in both writing and verbal, with the ability to adapt to suit the audience
• Experience of using a CRM or database, including understanding the value of capturing, maintaining and getting the most from the data to respond to customer needs
• Strong working knowledge of Microsoft Office, including Word, Excel and Outlook
• The ability to manage multiple projects simultaneously and prioritise your workload
• Builds and maintains good working relationships with colleagues to foster team spirit, commitment to the team and achievement of shared goals
• Excellent attention to detail, and analytical and numeracy skills
• A pro-active approach to personal development
• Confident using data and insight to improve performance and make decisions
• Fluent with digital collaboration tools to meet, share and collaborate with colleagues
• Commitment to understanding users’ and audiences’ needs and behaviours, and developing products, campaigns, services and communications based on meeting these needs
• A positive attitude to technology, insight and data, including an enthusiasm to use new technologies and ways of working to deliver team/individual objectives
• Understanding of personal data under the principles of GDPR
• A collaborative approach to working with other teams
• Able to consider barriers users might face in using our products and services, and use this insight to make sure they are accessible to everyone

About Blood Cancer UK

FLEXIBLE WORKING & OUR BENEFITS

We welcome conversations about part time working, job shares, and all forms of flexible working right from application stage. You can get in touch with us at [email protected] if you want to ask us anything about flexible working.

Benefits: We think our benefits are brilliant, and the majority start from day 1. These are just a few of them:

• 30 days annual leave PLUS bank holidays
• Generous pension scheme and Life Assurance
• Enhanced maternity, paternity and adoption leave, as well as study leave and a day off to move house
• Wellbeing is a priority for us, we offer a wide range of individual and team support in our Wellbeing Hub
• Our Academy is our in-house Continued Professional Development (CPD) learning and development programme, including an internal mentoring scheme. We have organisation-wide focus days, which are days set aside for you to focus on your own development, without being interrupted by emails and meetings.
• Cycle to work and season ticket loans
• Opportunity to take sabbaticals

You can find full details about our benefits on our website.

Location: Working agile means we changed from having a culture where people are expected to be in the office from 9am to 5pm to one where we’re much more focused on what they deliver. We've built a positive culture where autonomy, trust, wellbeing and flexibility allow us to recruit and retain the very best people.   We recognise that teams still need to come together regularly to develop relationships and strengthen collaborative working.   Therefore, for the majority of roles, your contractual place of work will be one of our offices. The expectation for how often you will be required to attend the office is outlined in the job profile and will be discussed with you.   Details about our hybrid and agile working approach (including how travel expenses work) can be found on our website.

HOW TO APPLY

We ask you to send us a CV and cover letter. In your cover letter, we'd like to know why you're interested in working with us at Blood Cancer UK. It's also helpful if you tell us why you think you are a great candidate for this role based on the skills, knowledge and expertise section above. Your cover letter doesn't have to be too long, 1-2 pages is ideal. Please don't add photos or graphics to your CV, as we use blind shortlisting at this stage of the process.

Full details about our recruitment processes, including how we use blind shortlisting and what to expect at each stage of the process can be found on our website. Sometimes we close our vacancies early, usually because we have had a lot of great applicants, so we’d always encourage you to apply early rather than wait until the deadline.

WHY WORK AT BLOOD CANCER UK?

We're the 9th best charity in the UK to work for according to Best Companies 2021!

We started because of Susan, we’ll get there because of you.

Blood Cancer UK was started by one family who lost their daughter, Susan, to blood cancer, and that history and sense of family continues to shape who we are today. When you join Blood Cancer UK, you don’t just become an organisational employee – you become part of a collaborative community dedicated to funding research into beating blood cancer that includes some of the most inspiring people you’ll ever meet.

And we’re not that far away from beating blood cancer. We’re confident we can do it within the next generation, and this makes us hugely ambitious and gives us a sense of real urgency. It also means we’re changing quickly as an organisation as we constantly challenge ourselves and strive to become more and more effective. This pace of change means working here isn’t for everyone. But if you’re excited by the chance to work in a fast-paced, agile and supportive environment with the focus and ambition to beat blood cancer this could be the place for you! We focus on results rather than time spent at a desk, so we deliver more for people affected by blood cancer.

Blood Cancer UK offers the chance to work for and with people affected by blood cancer, and the opportunity to advance your career and develop your skillset whilst taking on exciting new challenges and making your mark.

EQUALITY, DIVERSITY & INCLUSION

We are committed to actively promoting equality, diversity, and inclusivity. Read our statement which reflects our strong drive to change in this area.

To this end we would welcome approaches from individuals from underrepresented groups, including minoritised communities, and applicants with a disability, to better reflect the community we serve and help broaden our perspectives.

You can read some examples of how we can support you through the application and interview process here.

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