Supporter Care Administrator

Christian Aid; Belfast City District; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Christian Aid Ireland in Belfast is seeking a Supporter Care Administrator to join the Fundraising & Supporter Engagement (FASE) Team. You will manage supporter enquiries, process donations, input data into our fundraising database, and generate acknowledgement letters, while ensuring data quality and compliance with financial policies.

You will be the first point of contact for donors, provide exceptional donor care, promote Gift Aid, and help the team with events and campaigns.

Qualifications

• Proven experience of working in a Customer Services/Supporter Care role.
• Excellent computer, administrative and organisational skills.
• Experience of income processing, banking and cash handling.
• Competency in a range of software including Microsoft Office and a CRM system.
• Excellent and accurate data entry skills to ensure data integrity and quality on the fundraising database.
• Confident in both inbound and outbound telephone calling.
• Excellent communication, and interpersonal skills.
• Ability to manage and prioritise multiple pieces of work, operate under pressure to deliver good results within deadlines when faced with challenges.
• Able to attend meetings at regional and national levels including occasional overnight stays as required.

Responsibilities

• To be the first point of contact for supporters phoning and e‑mailing the central line and inboxes, providing excellent supporter care including the resolution of donation related queries, both positive feedback and complaints, and ensuring all such interactions are appropriately recorded.
• To confidently communicate with supporters on the impact of their donations including the benefits of regular giving, Gift Aid / Tax Efficient Giving, promoting the benefits of communicating by both e‑mail and telephone.
• To meet and greet all visitors to the Christian Aid Ireland office in Belfast.
• To process offline and online donations in accordance with our Supporter Care procedures and to input and/or import donor/donation data onto the database while maintaining a high standard of data quality throughout.
• To produce supporter acknowledgement letters for all donations.
• To ensure all activity is carried out in full compliance with Christian Aid Ireland financial policies.
• To undertake regular database maintenance and data cleaning procedures to maintain data quality and ensure that the database contains complete, accurate and reliable information.
• Helping the wider team with administrative support in the run‑up to events and particular campaigns, ensuring excellent organisation and a positive experience for those attending.
• Supporting the wider team with calling volunteers, churches and individual supporters, to build new and nurture existing relationships, increasing engagement with campaigns and resources and building long term support.

Skills

Customer care

Data entry

MS Office

CRM system

Telephone comms

Organisational skills

Data quality

Time management

Excellent communication

Team player

Tools

Microsoft Dynamics

Job description

Please note this post is only open to those with full and current eligibility to work in the UK as Christian Aid Ireland is not a visa sponsoring body.

Christian Aid exists to create a world where everyone can live a full life, free from poverty. We are a global movement of people, churches and local organisations who passionately champion dignity, equality and justice worldwide. We are the changemakers, the peacemakers, the mighty of heart.

We’re committed to building a diverse and inclusive workplace, and recognise the value this brings in forming strong, creative and high performing teams. We welcome applications from all sections of the community, and from those with experience from outside of the voluntary sector. And no, you don’t have to be Christian to work here – we encourage people of all faiths and none to apply. We just ask that everyone lives out our values of dignity, equality, justice and love. We value a good work-life balance, so we’re open to part‑time and flexible working. We also offer hybrid working for our office‑based colleagues and the option of being a homeworker for most of our roles too.

Learn about our vision, mission and values

About the role

Reporting to the Supporter Care Lead, the Supporter Care Administrator will be a key member of the Supporter Care sub‑team, within the Fundraising & Supporter Engagement (FASE) Team. The Supporter Care Administrator will be responsible for the effective and efficient delivery of the Supporter Care function for the Belfast office of Christian Aid Ireland and responsible for managing all aspects of voluntary income, including processing, banking, data entry, acknowledging, providing administrative support for all fundraising campaigns and appeals as well as providing excellent donor care.

Main Areas of Responsibility & Accountability

• To be the first point of contact for supporters phoning and e‑mailing the central line and inboxes, providing excellent supporter care including the resolution of donation related queries, both positive feedback and complaints, and ensuring all such interactions are appropriately recorded.
• To confidently communicate with supporters on the impact of their donations including the benefits of regular giving, Gift Aid / Tax Efficient Giving, promoting the benefits of communicating by both e‑mail and telephone.
• To meet and greet all visitors to the Christian Aid Ireland office in Belfast.
• To process offline and online donations in accordance with our Supporter Care procedures and to input and/or import donor/donation data onto the database while maintaining a high standard of data quality throughout.
• To produce supporter acknowledgement letters for all donations.
• To ensure all activity is carried out in full compliance with Christian Aid Ireland financial policies.
• To undertake regular database maintenance and data cleaning procedures to maintain data quality and ensure that the database contains complete, accurate and reliable information.
• Helping the wider team with administrative support in the run‑up to events and particular campaigns, ensuring excellent organisation and a positive experience for those attending.
• Supporting the wider team with calling volunteers, churches and individual supporters, to build new and nurture existing relationships, increasing engagement with campaigns and resources and building long term support.

About you

Knowledge, Skills and Experience

Essential:

• Proven experience of working in a Customer Services/Supporter Care role.
• Excellent computer, administrative and organisational skills.
• Experience of income processing, banking and cash handling.
• Competency in a range of software including Microsoft Office and a Customer Relationship Management system.
• Excellent and accurate data entry skills to ensure data integrity and quality on the fundraising database.
• Confident in both inbound and outbound telephone calling.
• Excellent communication, and interpersonal skills.
• Ability to work in different environments with a wide range of people and profiles.
• Ability to manage and prioritise multiple pieces of work, operate under pressure to deliver good results within deadlines when faced with challenges.
• Able to attend meetings at regional and national levels including occasional overnight stays as required.

Desirable:

• Previous experience and understanding of Microsoft Dynamics database.
• Experience of working within an international development charity.
• Knowledge of the charity sector across Ireland.
• Commitment to issues affecting the developing world.
• A commitment to the aims and objectives of Christian Aid Ireland

Further information

At Christian Aid we strive to be an inclusive and diverse employer and recognise the value that this brings in helping to build strong, creative and high performing teams.

We are actively encouraging racialised minorities, LGBTQ+, people with disabilities, returning parents or carers who are re‑entering work after a career break, people with caring responsibilities, people from low socioeconomic backgrounds, women, and older workers to apply. This is because these groups are under‑represented within our teams, especially at senior level, and we recognise and value the contributions members of these groups make to strong, creative and high performing teams.

We have a strong Christian ethos and we encourage applications from all faiths. Applicants will be expected to demonstrate an understanding of and sympathy with Christian Aid’s faith identity.

All successful candidates will require an AccessNI check appropriate to the role and location and a Counter Terrorism Sanction check as part of your clearance for commencing your role with us. We also participate in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information as part of the referencing process from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.

This role requires applicants to have the right to live and work in the country where this position is based and undertake the role that you have been offered. If you are successful and we make you an offer for the role, we will be required to conduct a right to work check on your immigration status in the UK. We will contact you regarding the documentation you will need to provide to evidence this.

You can expect a wide range of rewards and benefits, please refer to the benefits booklet for your location to see our full list of employee benefits.