Job description

Role purpose

The Supporter Care Coordinator role sits within the Supporter Experience team, whose goal is to ensure that all Scope supporters, whether they are giving time, money, or voice, have a best-in-class experience each time they interact with us.

The Supporter Care team is the first point of contact for all supporter and donor queries, so you will be at the frontline, engaging with a variety of people contacting Scope. Your role is to ensure that each of these people feels appreciated, informed, and satisfied after engaging with us, leaving them feeling valued and committed to giving their ongoing support.

Main responsibilities  

• Handling incoming fundraising post and emails to Supporter Care inbox,
• Handling inbound and outbound supporter service calls,
• Administering cancellations prevention and outbound calling programmes to obtain feedback from supporters,
• Processing postal and telephone donations,
• Banking and thanking of donations and financial reconciliation,
• Legacy and events administration,
• Effectively managing complaints and queries,
• Maintaining the supporter database,
• Processing amendments or cancellations from data received from third party agencies,
• Regularly updating processes and internal procedures for continuous improvement,
• Generally contributing to overall fundraising income goals and an improved supporter experience.

Internal contacts

• Supporter-focused teams, primarily in Public Fundraising
• 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.
• Knowledge of and experience using Microsoft Dynamics 365 or similar databases.

Desirable

• Previous experience of working in a Supporter Care team in a charity or a fundraising environment.
• Knowledge of Microsoft Dynamics.
• 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.

Skills

Essential

• Excellent customer service skills.
• Excellent written and telephone communication skills.
• Ability to work to tight deadlines and under pressure.
• Ability to adapt to changing workloads and priorities, with the ability to manage time effectively.
• A high-level of attention to detail.