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Supporter Care Administrator

Contract : Permanent
Salary : £20-22,000; pension contributions matched up to 5% of salary
Responsible to : Chief Executive
Hours : Full time, 35 hours per week
Annual Leave : 23 days a year +3 taken between Christmas & New Year
Location : Battersea, South London
Other : Flexitime office hours

Application deadline: 5pm Thursday 28th January 2016

Provisional date for interviews: 3rd February 2016

If you experience any problems with the form or upload below, please email your application directly to jill.nelson@ptes.org

Job purpose

To support fundraising by providing first class supporter care and ensuring the smooth running of the back office functions that are so essential to creating and maintaining lasting, positive relationships with supporters.

Duties and responsibilities

Supporter Services

  • Provide courteous and prompt response to all enquiries from supporters and the general public.
  • Stay up to date with the charity’s work, case for support for that work and current appeals.
  • Ensure all inbound and outbound contact is recorded on the Raiser’s Edge database.
  • Develop and implement a system for filing paper based correspondence.
  • Review, update and maintain standard responses to common supporter/public queries, using letter/email templates within the Raiser’s Edge database.
  • Maintain a FAQ sheet for all staff to use when answering supporter queries.
  • Work closely with the fundraising team, in particular the Individual Giving Manager and Finance and Administration Officer, to ensure smooth running of administrative support processes.
  • Amend and update existing supporter records as necessary and enter data for new supporters, ensuring that we record communication preferences and comply with all applicable legislation.
  • Liaise with others in the fundraising team over database and website maintenance and alert them to any errors, anomalies or other issues.

Processing donation and new supporter information

  • Process postal donations, including cheques and debit/credit card payments.
  • Enter supporter and gift data onto the Raiser’s Edge database accurately, allocating gifts to the correct appeal or activity and ensuring Gift Aid declaration information is correct.
  • Thank/acknowledge donations in writing/by email according to current policies and procedures, personalising correspondence to individual donors, responding to specific queries/comments.
  • Use the Raiser’s Edge database to write and store all correspondence including thank you and bank confirmation letters and notifications of changes of address or Gift Aid status.
  • Use Committed Giving system as needed to check status of supporters’ regular and one-off donations and ensure The Raiser’s Edge database is up to date and accurate.
  • Administration connected with regular giving including liaison with Committed Giving, setting up new regular gifts online that have been received by post or telephone, following up cancellations
  • Support/cover for the Finance and Administration Officer to ensure all Direct Debit data recorded on the Committed Giving system is imported to the Raiser’s Edge database.
  • Process card payment refunds.

Online Retailing

  • Process payments taken by an external supplier for our online shop, deal with orders and queries.
  • Administering and liaise with online payment processor(s), keeping accurate records of sales and reconciling funds received to online purchase transactions.
  • Maintain/update the online shop on the PTES website as requested by colleagues.
  • Support colleague overseeing the goods for sale in the online shop and do the stock control.

Banking

  • Administering the daily banking and ensuring all monies are safely banked weekly as a minimum.

Office support and other tasks

  • Support the work of others in the fundraising team including occasional drafting of materials.
  • Administer our virtual gifts programme, recording and dispatching relevant details to recipients.
  • Occasional fulfilment of publications orders.
  • Ordering office supplies.
  • Receiving, opening and distributing the post and ensuring its daily collection.
  • Sending out office post
  • Answering the door to callers, checking the answerphone.
  • Helping with other tasks as advised by the Chief Executive.
  • Some out of hours work, travel and attendance at appropriate events when required such as representing PTES at occasional external events and helping to run them on occasion.

Relationships

Internal:

  • Fundraising team, in particular the Individual Giving Manager and Finance and Administration Officer
  • Chief Executive.

External:

  • PTES
  • External contractors and suppliers.

Person Specification

Personal Attributes

  • Calm, collected, friendly and able to deal professionally with a range of stakeholders.
  • An empathetic personality with good listening skills.
  • Reliable and accurate yet understands the need to work efficiently to achieve objectives.
  • Desire to make a positive contribution to fundraising / supporter relationships in a small team.

Essential knowledge, skills & experience

  • A broad education, financially literate, with good oral and written communication skills.
  • General computer literacy and confidence with IT systems and experience using Word, Excel and Outlook.
  • Able to manage own workload, juggle priorities and work with colleagues productively.
  • Able to use initiative and work independently, but able to identify when to escalate issues.
  • Experience of working in a fundraising or supporter services team.
  • Experience administering a Raiser’s Edge database (or equivalent).
  • Experience of paper and paperless Direct Debit, BACS and card payments/transactions.
  • Experience of dealing with suppliers, including cost effective procurement
  • An enthusiasm for the work of PTES.

About People’s Trust for Endangered Species

Whether bats or beetles, hedgehogs or hyenas, we stand up for animals and their habitats. The delicately balanced ecosystem that we all depend on is under threat. Alarmingly, in the UK almost two-thirds of species have declined in the last 50 years. Globally, around a quarter of mammals face extinction in the next three decades. This rate of loss can be stopped and that’s why People’s Trust for Endangered Species exists. For nearly 40 years we have improved the outlook of endangered species in Britain and throughout the world.

Passion drives our work but it’s grounded in science. Our approach is to invest in research and test the best ways to protect endangered species in their natural habitats. Then we put what works into action, creating vibrant wildlife havens.

Our work is varied and extensive, ranging from direct support for conservation professionals to involving the public and volunteers in practical action to help specific species and their habitats. Current priority species are hedgehogs, dormice, water voles and invertebrates and our priority habitats are orchards, woodlands, hedgerows, wood pasture and parkland. As well as carrying out our own work, which focuses particularly on British mammals, we also support conservation work throughout the world. Recent projects funded range from monitoring Saiga antelope populations on the Russian Steppes to tracking wild dogs in Namibia.

We have 16 staff, five trustees and thousands of volunteers helping us.

The next steps…

If you have any questions about the role please do not hesitate to call us to discuss. Please call Jill Nelson, Chief Executive, on 0207 498 4533.

Download and fill out the application form then upload it using the form below.

Download application form

Please upload your application here by 5pm Thursday 28th January 2016:

If you experience any problems with the form or upload below, please email your application directly to jill.nelson@ptes.org

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Let's keep in touch...

We'd love to tell you about our conservation work through our regular newsletter Wildlife World, and also how you can save endangered species through volunteering, taking action or donating. You must be 18 or over. The information that you provide will be held by People’s Trust for Endangered Species. For information on how PTES processes personal data, please see our privacy policy.

People's Trust For Endangered Species

People's Trust for Endangered Species, 3 Cloisters House, 8 Battersea Park Road, London SW8 4BG

Registered Charity Number: 274206 • Site Design: Mike Leach Creative at Waters • Branding: Be Colourful

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