Senior Supporter Care and Finance Coordinator

Hestia; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join an innovative organization dedicated to making a difference in the community. As a Senior Supporter Care and Finance Coordinator, you will play a vital role in supporting the Fundraising team through effective CRM management and financial administration. This position offers a unique opportunity to engage with donors, ensuring a positive experience while contributing to vital services such as Domestic Abuse support and Mental Health care. Be part of a passionate team that values diversity and inclusion, and make a lasting impact on the lives of individuals seeking empowerment and independence. If you're driven by purpose and ready to make a difference, this role is for you.

Benefits

Inclusive work environment

Professional development opportunities

Supportive team culture

Guaranteed interview scheme for disabled applicants

Qualifications

• Prior experience managing a CRM system, preferably in fundraising.
• Experience of financial administration related to fundraising.

Responsibilities

• Support fundraising team with CRM management and donor records.
• Collaborate on income coding and financial reporting.

Skills

CRM Management

Fundraising operations

Financial management

Data management & reporting

Microsoft Office Suite

Interpersonal skills

Attention to detail

Education

Experience in fundraising context

Tools

Donorfy

Mailchimp

JustGiving

Job description

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We are Hestia. We make a difference.

At Hestia, we are guided by our core values and are dedicated to fostering an equitable, diverse, and inclusive organisation. We provide a range of services, including Domestic Abuse support, Modern Slavery assistance, Mental Health & Complex Needs care, and Criminal Justice. Our mission is to empower individuals to rebuild their lives and achieve independence.

The service you will work in....

Over the past five years we have established a fundraising programme that is going from strength to strength. More people than ever are choosing to support our work, and as a result our donor base and income are rapidly growing.

This role offers the opportunity to play an essential role within a friendly, ambitious and lively team that is always looking for new ways to connect with supporters committed to make a difference on domestic abuse, modern slavery and mental health crisis.

You will play a key role in database and administrative support to the Fundraising team on donor records, and support the efficient recording and monthly reconciliation of all fundraised income secured. Additionally, your role will involve thanking supporters and responding to supporter requests, questions and queries from a range of communication channels, including email and phone. Through the high quality donation processing and supporter care, you will help us deliver a first-class supporter experience, that makes our supporters feel valued and appreciated. Overall, the role will be 80% administrative and 20% supporter engagement.

A day in this role looks like....

As a Senior Supporter Care and Finance Coordinator at Hestia, you will play a crucial role in our Fundraising and Communication team. Your contributions will directly influence the lives of our service users, guiding them towards a path of empowerment and independence.

A day will never look the same and some of the things you can expect to do/be responsible for are:

1. Fundraising Support & CRM Management (40%) - You will collaborate with the Fundraising team to optimise the use of our CRM system (Donorfy) to enhance fundraising efforts and governance. You'll ensure the CRM is accurate, up-to-date, and effectively used by the team
   

• Maintain accurate CRM records and donation data.
• Train staff on CRM use and best practices.
• Integrate data from third-party platforms (Mailchimp, JustGiving, etc.).
• Recommend system improvements and automation.
• Ensure compliance with data protection and fundraising regulations.

Finance Support (40%) - You will work closely with both Fundraising and Finance teams to ensure accurate coding of income and timely financial reporting.

• Collaborate with Fundraising and Finance teams on income coding and reporting.
• Prepare monthly financial reports and board updates.
• Submit monthly Gift Aid claims and reconcile financial data.
• Improve reconciliation and reporting processes.

Supporter Engagement & Care (20%) - You will help manage donor communications and ensure positive interactions throughout the donor journey.

• Manage donor communications and ensure a positive supporter experience.
• Lead weekly donor review meetings and send thank-you emails.
• Respond to donor inquiries and support fundraisers through their journey.
• Deliver excellent stewardship to maximise donor engagement.

Why Hestia?

Joining Hestia means more than just a job; it's an opportunity to be part of something bigger. We offer a supportive, inclusive and resolution driven work environment where your contributions are recognised and valued. As a member of our team, you will have the chance to grow both personally and professionally while making a lasting impact on the lives of those we serve.

We are looking for candidates who bring a combination of passion, expertise, and dedication to the table. To excel in this role, you should possess:

• CRM Management: Prior experience managing a CRM system, preferably in a fundraising context. Familiarity with Donorfy or similar fundraising CRMs would be a plus.
• Fundraising operations: Experience working in a fundraising team, including administration of donor records, handling donations, donor engagement, and stewardship processes.
• Financial management: Experience of financial administration and processes in the context of fundraising, including coding income, reconciling donations, and gift aid submissions.
• Data management & reporting: Experience of querying data from Databases and creating reporting, knowledge of relational table structures, indexes, keys, relationships.
• Good understanding of legislation around data protection compliance / GDPR, Gift Aid, Fundraising legislation.
• Ability to use the Microsoft suite of products at an expert level.
• Organised and diligent in all aspects of work, with attention to detail and a care for data quality, good administration skills and able to work to deadlines and manage multiple tasks.
• Good interpersonal skills.

Empathy with and understanding of Hestia's charitable causes.

Our commitment to Equality, Diversity, and Inclusion

Our services users come from all walks of life and so do we. We hire great people from a wide variety of backgrounds because it makes us stronger. We are committed to creating and maintaining a diverse and inclusive workforce and value the skills, abilities, talent and experiences, different people and communities bring to our organisation.

We are a disability confident employer.

Hestia is proud to be a disability confident employer, dedicated to the employment and career development of individuals with disabilities. We offer a guaranteed interview scheme for all applicants with disabilities who meet the minimum criteria for the role they have applied for. We also provide reasonable adjustments during the selection and interview process, and throughout your employment with us.

Safeguarding Statement

Hestia is committed to safeguarding and promoting the welfare of adults, children and young people who are potentially at risk, and we therefore expect all staff and volunteers to do the same. We require all staff to undertake internal and external safeguarding training throughout their employment with Hestia.

Important Information for Candidates

If your application is successful, please be aware that you will be required to undergo pre-employment checks before a formal offer of employment can be confirmed.

We reserve the right to close this job advert early should we receive a high volume of applications or if the position is filled before the closing date. We encourage interested candidates to apply as soon as possible to ensure their application is considered.