Hospital Engagement Officer

South West Community Chaplaincy; Southampton; On-site; GBP 28,000 - 36,000; Full time

Job summary

Southampton Hospitals Charity is seeking a proactive Hospital Engagement Officer to enhance engagement with donors, visitors, patients and NHS staff. The role focuses on running the hospital engagement hub, promoting fundraising campaigns, and delivering excellent donor care across the donor journey.

The post involves working across teams, supporting events, campaigns and ensuring GDPR compliance while maximising footfall and engagement at the hospital hub.

Qualifications

• Experience in a public-facing role.
• Ability to build relationships and influence stakeholders at all levels.
• Strong communication and emotional intelligence, especially with patients in a hospital setting.
• Confident in delivering presentations and speaking with stakeholders.
• Experience of working with and/or managing volunteers.
• Experience delivering excellent customer care.
• Ability to prioritise and meet deadlines.

Responsibilities

• Provide support in the hospital engagement hub, including welcome desk and handling emails/phone inquiries.
• Be the first point of contact for supporters, visitors and NHS staff with a warm welcome and query routing.
• Ensure donation processing and onsite admin duties are carried out efficiently.
• Maintain accurate CRM interaction records to enhance donor experience and data value.
• Collaborate with the Marketing and Communications team to place/update collateral within wards.
• Manage sessions at the hospital entrance to raise awareness and generate income.
• Ensure activity complies with charity guidelines and regulatory requirements, including GDPR.

Skills

Customer service

Relationship building

Communication skills

Volunteer management

Presentation skills

Time management

IT skills

Stakeholder engagement

Tools

MS Office

SharePoint

Job description

Role description

We are excited to be seeking a talented and motivated individual to join Southampton Hospitals Charity as our Hospital Engagement Officer. This will be a dedicated Hospital engagement role and will provide the right candidate with a rare opportunity to build upon and develop our engagement with donors, visitors, patients and NHS staff in our Hub based in the heart of the hospital.

As a key member of our fundraising team, you will play a vital role in driving supporters and stakeholders to the hub to build a real sense of community spirit and a hive of fundraising activity

We are looking for an individual who is as passionate about making a difference and a people person, who is happy to work across the hospital meeting and engaging with staff and supporters. This role will form a key part of our ambitious strategy to grow our income, reach and impact. Working across teams, the engagement officer will help to promote and support our key marketing campaigns, fundraising initiatives, events as well as maximising the supporter journey and providing excellent donor care.

Main responsibilities

Charity hub

• Provide support in the Charity’s hospital engagement hub, working within the hospital engagement team and covering the welcome desk, supporting with answering emails and telephone calls.
• Be the first point of contact for supporters, visitors and UHS staff. Providing a warm welcome, helping them with their queries and directing to relevant teams as needed.
• To ensure that donation processing undertaken by the hub team and onsite administrative duties are carried out effectively and efficiently.
• To maintain accurate records of supporter interaction on our CRM system to aid delivery of an exceptional supporter experience and to harness the value of data.
• To work closely with the supporter care assistant to ensure all donors are thanked in an appropriate way.
• To work closely with the Marketing and Communications team to identify where collateral can be placed and make sure when items are out of date to remove these and engage with hospital staff to place new posters/flyers within the wards
• Manage and staff our dedicated sessions within the main entrance of the hospital, that are the public face of the charity to raise awareness of our initiatives, generate income and support our engagement with staff
• To ensure all activity within team remit complies with the Charity’s values, moral and ethical guidelines, the Fundraising Code of Practice and other relevant regulation and guidance.
• Devise a patient fundraising pack, work with staff groups, identifying fundraising champions within the hospital and increase the amount of footfall to the Charity’s hospital hub.
• Keep up to date with new developments, legal requirements, codes of conduct and best practice including being GDPR compliant.
• My Thank You: responsibility for developing this valuable initiative across our hospitals, that enables patients and families to thank staff in a meaningful way and drive donations to the site. Undertake the creation and dissemination of certificates to staff.
• Ensure there is a stock of merchandise within the hub and restock as required.
• Responsible for the continued management of our tap to donate machines, identifying areas around the hospital where we can maximise donations and work with hospital teams to identify areas we can place more.

Relationship building

• Build relationships with key stakeholders across the hospital to identify opportunities for fundraising and promotion of our grant schemes.
• Collaborate with the community and events fundraising team to recruit and relationship manage hospital staffas part to take part in events.
• To deliver excellent relationship management, ensuring a positive working relationship with hospital colleagues, as well as meaningful and supportive relationships with patient family fundraisers.

Cross working

• Assist and support other members of the fundraising team e.g., sending out events/fundraising packs if people visit the Hub.
• Collaborate across the charity with our Grants, Marketing and Communications, and fundraising teams to co-ordinate charitable activity and promotion within the hub and wider hospital.
• Support the arts team with the promotion of art workshops and other activities in the hospital.

Person specification

Knowledge and Experience

• Strong, demonstratable experience working with the public in a customer facing role.
• Ability to build relationships and influence stakeholders of all levels of seniority.
• Strong communication skills and emotional intelligence. (you will need to be comfortable working with patients in a hospital environment).
• Confident at delivering presentations and speaking with stakeholders.
• Experience of working with and/or managing volunteers.
• Experience of delivering excellent levels of customer care.
• Working to deadlines and prioritising work.

Skills, attitudes, and behaviours

• IT skills across a range of systems including MS office and SharePoint.
• Excellent interpersonal skills including the ability to deal with people at all levels, face to face, on telephone and by letter/email
• Ability to problem solve and think laterally to achieve a goal.
• Commitment to team-working but also the ability to work alone
• Committed to quality.
• Good self-awareness, understand the impact they have on others
• Motivated, positive and proactive
• Ability to prioritise and organise work
• Demonstratable initiative and determination
• A flexible attitude and willingness to develop in the role
• Full UK driving license and car preferred

Personal qualities

• Ability to build working relationships at all levels.
• Self-motivated, pro-active and solutions focused, with ability to work on own initiative and to provide recommendations.
• Personable with excellent manner and ability to engage stakeholders.
• Trustworthy, reliable and demonstrable discretion.
• Keen to be part of a busy, friendly team often under pressure.
• Flexible approach to working hours to meet the needs of the role.