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Support Services Officer

One of the most well-known charity based in London is seeking a Supporter Services Officer. The successful candidate will be working as part as part of the Supporter Services and Cash Office team. This role is key to ensuring the charity's communication with donors and the public by mail, email and telephone is of the highest quality and that related information is processed effectively. The post holder is required to enter records accurately onto the customer relationship database (CRM, Salesforce) and to maintain a high level of accuracy in all management information. As part of their wider team responsibilities, they would also be called on to assist the Cash Office when needed. Please note this role is a 7 months FTC.
Key responsibilities
To answer all telephone calls to the Supporter Services department daily
To assist with all supporter general enquiries, information requests, personal information amendments, Direct Debit amendments or complaints on behalf of the Direct Marketing team.

To act as the first point of contact for fundraising enquiries on behalf of Community Fundraising team.

Telephone supporters who have duplicated Direct Debits, amendments or cancellations to resolve any issues or reactivate the Direct Debit where appropriate.

To respond to all emails within the agreed timeframe

To record all emails received and responses sent onto the supporter record on the donor database.

To process new Direct Debits or Standing Orders onto the donor database as requested by the supporter by phone or via Direct Debit/Standing Order forms.

To create new supporter record/s if the individual is a new supporter.

Ask all supporters if they are eligible for Gift Aid to ensure our Gift Aid declarations are up to date.

To respond to all complaints in line with our Complaints policy.

To pass the original Gift Aid document to the Gift Aid Officer in Operations for processing.

To keep line management promptly informed of any issues impacting service delivery and/or financial systems

To assist with the opening of the incoming post, date stamp and distribute.



In order to apply you should have the following skills and experience:

At least 1 years' experience of customer service and data processing
Excellent customer services skills, specifically excellent and courteous telephone manner, when speaking to donors and dealing with their queries
Experience of using a customer relationship database (CRM) is essential; Salesforce experience would be advantageous
Confident user of IT software packages including Microsoft Excel, Word, Outlook, etc.
Professional and courteous written communication with colleagues and donors
Methodical approach to work and attention to detail, and ability to prioritise and multitask
Aptitude for dealing with figures and data work
Experience of handling complaints

If you have these skills then please apply to Harris Hill with your up to date CV. Please note that only suitable candidates will be contacted with further information.
Closing date: ASAP
Please note that applications will be reviewed prior to the closing date and early applications are in encouraged.

How to Apply

If you're interested in this role and feel you meet the requirements, just click 'Apply' to email the consultant directly. Please quote the relevant job reference in your email. If your CV has been updated since registering with us, please attach the latest version and we will update your records.

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