Supporter Experience Executive (Incoming)

The Air Ambulance Service provides two very important functions, Helicopter Emergency Medical Services (HEMS) and The Children’s Air Ambulance (TCAA) which provides paediatric transfers across the UK. Our objective is to save lives, utilising specialist pilots, doctors, and paramedics and with our work centered on saving lives, improving clinical outcomes and being able to react quickly and efficiently to emergencies. We are at the forefront of innovative clinical care, and we challenge boundaries. Every day our charity is tasked with a unique set of missions which we respond to with our fantastic services, all of which are funded entirely by voluntary donations, trading and fundraising activities we undertake.

This ethos remains at our core; we are here to work alongside and help the NHS without using their available funds. The impact we make with our services is to keep people alive, keep families together, to let children grow into adults and to enable the NHS to carry out more work than they would have been able to without our support. We also impact our communities by creating jobs, taking actions to improve the environment, bringing people together as volunteers and creating worthwhile training and experience opportunities. Our work is only made possible by the wonderful support and generosity of the public, together with the dedication, skill and enthusiasm of staff and volunteers in all areas of operation. This support enables us to invest into our operational services, into developing staff and volunteers and into our future financial stability to protect the services needed now and in the future.

Job Purpose: This role will provide a first-class experience to the charities supporters via all channels of communication, dealing with their enquiries or complaints efficiently and responsibly. The role will manage multiple mailboxes, obtain and evaluate relevant information, and maintain supporters' contact records in the database. The Executive will develop rapport with supporters to increase their loyalty to the cause and retain or increase their support, process and acknowledge donations and provide administrative and fulfilment support to all fundraising campaigns and events.

Key Responsibilities:

• Respond to supporter enquiries professionally and efficiently across multiple channels, including email, live chat, and phone, ensuring all SLAs are met.
• Accurately record and maintain supporter interactions using the internal contact system; including general enquiries, complaints, and compliments, ensuring all enquiries are promptly assigned to the appropriate stakeholders.
• Ensure new supporters are processed and welcomed in a timely manner and placed onto the most relevant journey.
• Ensure timely fulfilment of thank you letters, fundraising material requests, and supporter journey communications, meeting all agreed SLAs.
• Support the Supporter Experience Team Leaders and the Supporter Experience Manager to introduce and design best practice business processes aligned to a fast-paced environment, aiming to deliver great supporter experience.

Person Specification:

• Customer service experience through multiple communication channels, including face to face, live chat and phone.
• Experience of using Microsoft 365 suite.
• Knowledge of customer/supporter service principles and practices.
• Comfortable working in a fast paced, changing, dynamic environment.
• Knowledge of data protection principles.
• Ability to showcase good personal & professional organisation.

Compliance Responsibilities:

In addition to specific compliance requirements within your area of expertise, you also hold responsibility in your specialism for: Health & Safety and Environment, Safeguarding, Data Protection, Equality, Diversity, and Inclusion, Quality. You are expected and encouraged to raise and escalate appropriately any potential breaches or areas for improvement regarding the above. The role is subject to a Basic DBS check.

Environment:

TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice. As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people.

*Please note that we reserve the right to close this before the stated date, should the hiring manager deem there to be enough suitable applicants.