Supporter Engagement Assistant

Confidential; York and North Yorkshire; On-site; GBP 21,000 - 27,000; Full time

Job summary

Yorkshire Cancer Research is seeking a Supporter Engagement Assistant in Harrogate to deliver excellent customer service across telephone, email, postal and face-to-face contacts. You will ensure supporters' details are accurately recorded on the CRM and represent the charity with empathy to donors and their families.

Reporting to the Supporter Engagement Manager, you will help improve the welcome journey for new donors, maintain records, run data queries for campaigns, print and post letters,

Qualifications

• Educated to A-Level or equivalent.
• Customer service experience in a related role (telephony/databases/office).
• Strong computer literacy with Word, Excel and Outlook.

Responsibilities

• Deliver excellent customer service over telephone, written (email/post) and face-to-face communications.
• Update donor records on the CRM, maintain marketing permissions and personal details.
• Create and deliver donor communications using the CRM, including printing and posting letters.

Skills

Customer service experience

Communication skills

Teamwork

Independent worker

Attention to detail

Education

A-Level or equivalent

Tools

Microsoft Office

Job description

Supporter Engagement Assistant

Harrogate, Noth Yorkshire

Please note, this role is on-site initially with flexibility to work from home on non-team days as per work/team requirements.

About Us

Yorkshire is one of the regions hardest hit by cancer. Together, we can change this.

Yorkshire Cancer Research is a charity dedicated to funding research so that you and those you love live longer healthier lives, free of cancer.

Thanks to supporters, the charity funds vital cancer research and pioneers innovative new services for people with cancer. These life-giving medical breakthroughs are helping more people survive cancer - in Yorkshire, and beyond.

As an inclusive employer, our aim is to ensure our workforce reflects the rich diversity of our region. We believe a diverse workforce is vital to us taking action to prevent, diagnose and treat cancer more effectively in Yorkshire. We offer equal opportunities regardless of race, religion or belief, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, marriage and civil partnerships.

We've got a strong set of values that inform everything we do, and we're looking for people who are aligned with these. As a Supporter Engagement Assistant, you will put people in Yorkshire at the heart of everything you do, unite with colleagues and other organisations in this cause, and dare to think big and bold to make positive solutions happen.

To find out more about our values and how important they are to us, please read the role profile linked above.

The Benefits

We offer a wide and generous range of benefits designed to support our employees through every stage of life. To read about these, please see the benefits section of our Careers Page.

The Role

Reporting to the Supporter Engagement Manager, as Supporter Engagement Assistant, you will deliver excellent customer service over the telephone, in written (email and postal) communications and face to face and ensure that supporters' details are accurately recorded on the CRM database. You will be representing the charity, explaining its purpose, and demonstrating our charity values to donors/supporters, showing appropriate empathy to those who may have cancer or a family member/friend who does.

From supporters who are interested in making a one off donation or a regular gift to supporters enquiring about the work the charity funds and everything in between, the Supporter Engagement Assistant will ensure every donor is valued and receives an exceptional customer experience and on-going stewardship.

This role provides a great opportunity to make a real difference to the people of Yorkshire and requires someone with a friendly manner, good team-working skills, great customer service and excellent organisational skills.

Specifically, you will:

• - Ensure supporter communications are accurate, timely and appropriate to the recipient. This includes following the relevant pathways to process donations, record legacy pledges, update key information so that the communication is tailored and relevant to the individual supporter.
• - Work alongside the Supporter Engagement Team and other colleagues to improve the initial welcome journey for newly acquired donors and the onward stewardship of all supporters.
• - Conduct research and contribute ideas to improve supporter journeys and implement these processes independently.
• - Update supporter records on the charity's CRM database to reflect changes in marketing permissions, personal details, the charity's relationship with the supporter (e.g. Volunteer/ Donor etc) and any communications between the supporter and the charity.
• - Use the CRM database to run supplied data queries to deliver campaigns (e.g. using Mail Merge) and to create and deliver supporter communications, this includes printing and posting letters, sending emails, making updates to supporter records and fulfilling requests for information.
• - Undertake other duties and take on a lead role in delivering projects and campaigns relevant to the purpose of the role as requested by members of the CRM, Marketing, Fundraising or Research & Services teams.
• - Monitor inbound emails and telephone calls to the charity, forwarding to the relevant colleague (if unable to provide a response) or responding and actioning.

About You

To be considered for this role, you will need:

• - To be ideally educated to A-Level or equivalent level.
• - To have customer service experience in a similar or related role (e.g. telephony/ databases/ office).
• - To have high computer literacy with comprehensive knowledge of Microsoft Office applications, especially Word, Excel and Outlook.
• - To have previous experience of working with databases (e.g. Access or Raiser's Edge).
• - To be up to date with the requirements of GDPR and confident in adhering to these requirements.
• - To be up to date with Safeguarding and confident in raising any concerns.
• - To be someone that enjoys delivering excellent customer service and customer/supporter interaction.
• - To be happy to work independently and ask for support where this is needed, but also like to both work with and support colleagues as part of a team working towards a common goal.
• - To have excellent communication skills, both verbal and written, with an ability to use active listening skills, and write professionally and appropriately for a range of diverse audiences. Has a good grasp of grammar, spelling and of the spoken word.
• - To have strong organisational skills and performs their work to an extremely high level of accuracy and professionalism, paying close attention to detail.
• - To be able to manage multiple workstreams, with the ability to prioritise workloads to meet deadlines.
• - To be capable of handling sensitive, challenging conversations with tact and empathy.
• - To be willing to remain informed about our work and be a passionate brand ambassador.

Application

Before applying, please read the full role profile.

Yorkshire Cancer Research is a responsible and flexible employer. We welcome any discussion for flexible working at the interview/offer stage where we will consider an individual's circumstances against the needs of the charity.

We positively encourage applications from suitably qualified and eligible candidates from all backgrounds. If we can make any reasonable adjustments to support your application please contact us.