Supporter Care Coordinator
Job Description
The Fundraising team for Guy’s and St Thomas’ Hospitals, including Evelina London Children’s Hospital and Guy’s Cancer has an ambition to radically grow our income over the next few years. Through inspiring and innovative fundraising, we will be supporting cutting edge research, capital appeals and amazing everyday care for patients.
Fundraising and Supporter Development is an integrated department that provides a single fundraising and supporter engagement function for King’s College London, Guy’s and St Thomas’ Trust and for King’s Health Partners, working closely with the Maudsley Charity. Based at King’s College London, we work with colleagues across our partners to help them serve society through world-leading education, research and healthcare.
The Supporter Care Coordinator works within the Supporter Services team, communicating with Guy’s & St Thomas Charity, Evelina London Children’s Charity and Guy’s Cancer Charity supporters via email, telephone and post, with a focus on providing the best possible customer service and experience, and ensuring our supporters are at the heart of everything we do.
You will perform Supporter Care services efficiently and effectively, recording all interactions with donors and supporters accurately on our fundraising database. You will provide the highest standards of donor care through timely and prompt thanking, maintaining excellent attention to detail and striving to continually improve the supporter experience.
The successful candidate will be proficient in communicating across multiple platforms, with an eye for detail and problem solving and an aptitude for outstanding customer service. You will utilise every Supporter Care touch point to promote the work of our Charities, with a view to maximising supporter engagement. You will have the ability to handle complaints and feedback in a calm and professional manner.
You will forge and maintain close and productive working relationships with the Public Fundraising team (particularly the Events and Community, Direct Marketing and Legacy teams), collaborating on thanking, stewardship, and fulfilment. You will also provide support on-site at Fundraising Events, where you will engage with supporters in person as an ambassador of the Fundraising team.
This role would suit candidates with a passion for helping and supporting others, an interest in the motivations of charitable giving and Hospital charity fundraising, someone with lots of enthusiasm, drive and self-motivation, a strong team player and communicator.
Whilst this role is initially for 12 months, there will also be an opportunity to demonstrate success with a view to a permanent appointment.
Our Recruitment Approach
All F&SD appointments involve a standard skills-based interview, followed (for up to two appointable candidates) by a Core Values interview. Our values are important to us, help us to be a high performing team and are a key part of our departmental culture.
Our Core Values are:
Respect | Collaboration | Ambition | Accountable
This post will be offered on a fixed term contract for 12 months
This is a full-time post
Key responsibilities
- First point of contact for Supporter Care via telephone, post, email and web forms
- Manage all aspects of donor thanking
- Create and maintain close working relationships with the Events and Community, Direct Marketing and Legacy teams
- Work with the Community Fundraising Lead on stewardship, account management of donors and supporter journeys
- Monitor and manage all offers of Gifts in Kind
- Collaborate with the Events and Community and Gift Processing teams to ensure all Fundraising pages are set up and maintained correctly
- Work closely with Fundraising Compliance to ensure our fundraising guidance is up to date, with the correct advice given to supporters
- Maximise our Gift Aid income by ensuring Gift Aid declarations are correct and up to date, with our supporters being given every opportunity to opt in
- Assist with the ordering and supply of Fundraising materials to our supporters
- Work with the Direct Marketing team to identify opportunities to enhance donor retention, by overseeing and proactively contacting supporters to improve regular giving donor retention and reactivation KPIs
- Provide stewardship to our in-memory and legacy givers, supporting the Legacy team on in-memory giving donors and platforms
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Skills, knowledge, and experience
Essential criteria
- Good standard of general education, with the ability to draft clear and effective correspondence
- Confident dealing with supporters, customers, and donors, with a commitment to customer care
- Excellent attention to detail
- Willingness to adapt to changing workloads and priorities, with the ability to manage time effectively
- Flexibility to work effectively as a member of a busy team, including building good working relationships across a broad range of other teams to achieve shared goals
- Excellent interpersonal skills, able to build rapport and establish credibility quickly, tailoring style to a broad range of customer audiences
- An interest in fundraising and the charity /higher education sectors
- Passionate about supporting and helping others
- Ability to empathise and demonstrate ‘active listening’
Desirable criteria
1. Experience of Fundraising CRM systems
2. Knowledge of Charity fundraising processes
3. Experience of Supporter journeys and stewardship
4. Understanding of sector best practice and relevant fundraising/charity legislation (including GDPR)