Job description

Role purpose

The Supporter Care Coordinator role sits within the Mass Fundraising and Engagement team, whose goal is to ensure that all Scope supporters have a great experience each time they interact with us.

The Supporter Care team is the first point of contact for all supporter and donor queries. You will be adept at multitasking, signposting people to our Services or Helpline where needed, processing donations and basic supporter admin, assisting other teams across the wider Fundraising directorate and maintaining up to date knowledge of current Scope campaigns and activities.

Main responsibilities  

• Handle incoming fundraising post and emails to Supporter Care inbox
• Handle inbound and outbound supporter care calls
• Look to retain supporter donations and support on outbound calling programmes to obtain feedback from supporters
• Process postal and telephone donations
• Banking and thanking of donations and financial reconciliation including CAF imports
• In Memory and Events administration
• Effectively manage complaints and queries
• Process amendments or cancellation requests from third party agencies

Internal contacts

• Supporter-focused teams, primarily within the Fundraising Directorate
• Data Team

External contacts

•  External fundraising agencies
•  Scope supporters and members of the public
•  Suppliers (including fundraising and fulfilment agencies)

Person specification

Knowledge and experience

Essential

• Experience working in a customer care environment, interacting with supporters / customers on the telephone, by email and in writing and providing excellent customer service.
• Experience of handling complex queries and complaints, sometimes from vulnerable individuals, and adhering to appropriate policies and procedures.
• Experience of working in a fast-paced environment, with the ability to deliver a best-in-class experience to all our supporters.
• Demonstrable experience of working with a relational database and accurate data entry 
• Demonstrable experience to multitask and ability to develop positive working relationships with a range of people internally and externally.

Desirable

• Previous experience of working in a customer care team in a charity, fundraising or sales environment.
• Working knowledge of Microsoft Dynamics (D365).
• Working knowledge of relevant regulations such as GDPR, Gift Aid rules and the Fundraising Regulator’s Code of Practice.
• Understanding of the social model of disability.

Essential

• Excellent customer service skills.
• Excellent written and telephone communication skills.
• Ability to work to tight deadlines and under pressure.
• A high-level of attention to detail.