Supporter Services Executive

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Address supporter inquiries via phone and email, ensuring prompt, efficient, and accurate responses.

• Stay updated on organizational programs and news to facilitate informed communications with supporters.

• Handle challenging or distressed supporters with sensitivity and empathy.

• Create responses utilizing letter templates and customized communications.

• Coach and coordinate with external colleagues.

• Collaborate with Gift Processing team to efficiently process donations.

• Engage with external partners regarding gift processing and fulfillment.

• Manage supporter inquiries and the distribution of mailed materials.

• Generate acknowledgments, receipts, and annual statements for donors.

• Process both online and offline donations across various fundraising products.

• Oversee the complete recurring gift process.

• Ensure that donations are coded accurately and in a timely manner.

• Assist in reviewing and implementing new payment channels.

• Maintain knowledge of local payment systems and procedures.

• Update procedure manuals and occasionally organize postal mailings.

• Capture any missing or incomplete supporter and donation information.

• Maintain donor records and ensure data integrity.

• Accurately enter and modify data in the fundraising database.

• Consistently record interactions with supporters.

• Assist with fundraising materials and UK Gift Aid declarations.

• Train and supervise volunteers as necessary.

• Promote and advocate for Animals Asia to the public.

• Participate in team meetings and foster positive relationships with supporters.

• Report to the Global Head of Supporter Care.

⛳️ Requirements

• Exceptional written and verbal communication skills, with extensive experience interacting with a diverse range of individuals.

• Proven experience in a customer service role, adept at managing a high volume of inquiries via phone and email.

• Strong interpersonal skills and a professional telephone manner.

• Experience working with a customer relationship management database.

• Familiarity with Blackbaud CRM is advantageous but not required.

• Ability to comprehend and enhance processes and procedures.

• Strong organizational and time management skills, including the ability to manage workflows and competing priorities.

• Knowledge of the fundraising environment.

• High level of accuracy and attention to detail.

• Ability to respond effectively to challenges and work within a small, diverse, and busy cross-functional team with minimal supervision.

• Understanding of Data Protection regulations (GDPR in the UK & EU).

• Capable of working efficiently and effectively from home without interruptions.

• Must have access to a reliable, high-quality internet connection from home.

• Willingness to work occasional extended hours and weekends as needed.

• Able to participate in global meetings during early mornings or late evenings.

• Passionate about animal welfare and the well-being of animals.

🏝️ Benefits

• Annual paid vacation entitlement of 32 days each holiday year, including eight bank and public holidays.

• Training will be provided as necessary.

• Flexible working conditions.

• Home-based work available anywhere in the United Kingdom.

• Flexible working hours.