Client Services Assistant

Charity Link; Ruscombe; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Healthcare plan

Dental & optical benefits

Shopping discounts

Bonus & Incentives

28 days holiday

Job summary

Charity Link is seeking a detail-focused Client Services Assistant to support our Client Services Executives and Account Managers. The role is full-time with remote work and one day in the office, reporting to the Head of Client Services.

You will manage campaign admin, monitor amendments, coordinate area movements, and perform daily donor quality control calls while maintaining high standards of accuracy and customer service.

Qualifications

• Excellent organisational and administrative skills necessary.
• Strong attention to detail and accuracy required.
• Outstanding written and verbal communication skills essential.
• Good IT skills, including Microsoft Office applications.
• Ability to manage multiple tasks and prioritise effectively.
• Proactive, positive, and flexible approach requested.
• Strong problem-solving abilities desired.
• Previous experience in administration, customer service, or client services beneficial.

Responsibilities

• Provide a supporting role in managing campaign admin tasks and reporting with the Clients.
• Ensure charity clients are aware of amendments in a timely and accurate manner.
• Prepare Area Movements for clients and for the Chartered Institute of Fundraising and send timely.
• Conduct daily quality control calls to donors focusing on compliance risks where appropriate.
• Log quality control calls and flag concerns on conduct.
• Plan, produce and manage Doorsets for the home-to-home channel with Field Managers and fundraisers to grow the channel.
• Log and report donor exceptions, cancellations and amendments and related administration.
• Run reports from the portal as required.
• Assist with fundraiser mailings.
• Support development and implementation of tablet processes and procedures.
• Handle other associated administration as required.
• Deal with fundraiser queries from the field.
• Collect data and support monthly KPI reporting.
• Participate in regular team meetings with internal teams and clients.
• Support ongoing ad hoc projects and initiatives.

Skills

Organisational skills

Attention to detail

Communication skills

IT skills

Multitasking

Proactive attitude

Problem solving

Administration experience

Tools

Microsoft Office

Job description

Full time | 9am-5pm (remote with one day in the office)

Reporting to: Head of Client Services

We're looking for an organised, proactive and detail-focused Client Services Assistant to join our team and support our Client Services Executives and Account Managers.

Key Responsibilities

• Provide a supporting role in managing the campaign admin tasks and reporting with the Clients
• Ensuring charity clients are aware of amendments in a timely and accurate manner
• Preparing the Area Movements for the clients and for the Chartered Institute of Fundraising and sending these in an accurate and timely fashion
• Daily quality control calls to donors focusing on compliance risks where appropriate, ensuring levels of appropriate sensitivity
• Tracking quality control calls and flagging any concerns on conduct
• Planning, production and management of Doorsets for our home-to-home channel. Working with Field Managers and fundraisers to evolve the channel and maximise opportunity for growth and quality improvements
• Logging and reporting on donor exceptions, cancellations and amendments and the associated administration
• Running reports from the portal as and when required
• Assisting with fundraiser mailings
• Assist with the development and implementation of tablet processes and procedures
• Other associated administration as required
• Dealing with fundraiser queries from the field
• Gathering data and supporting production of monthly reports focusing on campaign KPI's
• Active involvement in regular team meetings both internal and with clients
• Supporting ongoing ad hoc projects and initiatives

About you

You'll be highly organised, reliable and confident working with data and administration. You'll have excellent attention to detail, strong communication skills and the ability to manage competing priorities in a busy environment.

A professional telephone manner and a positive, customer-focused approach are essential.

About Charity Link

Charity Link is a people-focused fundraising organisation that delivers professional, ethical fundraising and awareness campaigns for the charity sector. With around 30 years of experience partnering with charities, Charity Link works with passionate field and head-office teams to create high-quality fundraising solutions that make a real difference.

The Company reserves the right to transfer employees to alternative duties from time to time, according to operational requirements.

Requirements

• Excellent organisational and administrative skills
• Strong attention to detail and accuracy
• Outstanding written and verbal communication skills
• Good IT skills, including Microsoft Office applications
• The ability to manage multiple tasks and prioritise effectively
• A proactive, positive, and flexible approach
• Strong problem-solving abilities
• Previous experience in administration, customer service, client services, or a similar role (preferred but not essential)

Benefits

• Healthcare plan, £900 worth of claimable treatments per year including dental, optical, wellbeing therapies, counselling, gym discounts and prescriptions
• Shopping discounts at over 30,000 retailers
• Discretionary bonus & Incentives
• Career development opportunities
• 28 days holiday ( including bank holidays), with a scheme to sell and carry over up to a maximum of 3 days
• Referral scheme worth £1,000
• Long service awards, include additional holiday, higher level healthcare and gift vouchers
• Death in service, 2 times base salary