Supporter Relations Officer

The Supporter Operations team at Alzheimer’s Research UK is a key point of contact in the charity for supporters and members of the public and ensures the highest standards in operational processes and compliance, to ensure a first-class supporter experience.

The Supporter Relations Officer is responsible for delivering essential supporter engagement activities, ensuring delivery of an excellent experience for every contact, recognising opportunities to increase supporter loyalty, and generating the maximum amount of income for dementia research. The post holder is the first escalation point for the Executives when dealing with more complex enquiries, using the experience to support on-the-job training at delivering an excellent supporter experience.

Responsibilities

• Act as the first escalation point for Executives with complex enquiries, helping to troubleshoot the enquiry in a suitable timely manner and ensuring the delivery of a warm and positive response for the supporter.
• Support the team Executives with inbound enquiries by telephone, email, post and social media, ensuring the highest standard of responses and covering absences on occasion.
• Promote fundraising, engagement and retention opportunities when talking to supporters using a range of initiatives to explain how their donations positively contribute towards the cause.
• Ensure all campaign briefings are delivered to the team to equip them for enquiry handling.
• Delivery of the promotion of and supporting supporters in the best practice in ‘in aid of’ fundraising policies.
• Delivery of outbound thanking and stewardship programmes.
• Assist the Senior Officer in ensuring effective management regions at specified levels, to ensure appropriate stewardship.
• Working alongside the Executives on the delivery of the Tiering and Triage system and supporting the Senior Officer in making decisions on supporters requiring manual intervention to tier. Input into reviews of the tiering system to ensure it is fit for purpose and is offering the supporter the best stewardship journey.
• Support the Senior Officer in managing the supporter follow-up process to ensure funds are received promptly and accurately.
• Responsible for ensuring the quality of our Thanking processes and content are to the highest standards.
• Collaborate with key stakeholders and teams – Relationship Fundraising, Mass Participation and Sporting Events, In Memory and Individual Giving, ensuring that supporters are given the best level of stewardship.

Qualifications / Knowledge, skills and experience needed

• Experience of working in a customer facing role within an office environment.
• Experience of handling complaints and queries.
• Enthusiasm for building excellent supporter relationships and ensuring supporters feel valued and thanked appropriately.
• Confidence working with computers – good knowledge of Word, Excel, Outlook and CRM databases.
• Excellent written and spoken communication skills.
• Ability to work with a high level of accuracy and attention to detail.
• Good organisational skills and the ability to prioritise workload.
• A professional and hard-working team player with a positive and collaborative work ethic.
• Outgoing, enthusiastic and able to remain calm under pressure.

Additional information

As part of our Agile ways of working, you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures, particularly from those in the global majority, those with disabilities, men and those from the LGBTQIA+ community. Any offer of employment is however subject to you having the right to work in the UK.