Supporter Care Assistant

We are currently looking for a Supporter Care Assistant to join the team at our headquarters in Dunfermline. If this sounds like a role you would be interested in, please read on for more information.

Salary – £22,294 per annum (FTE)

Contract Type – Permanent

About the Scottish SPCA

As Scotland's animal welfare charity, we have been on-hand to protect animals and prevent cruelty since 1839 – that’s over 185 years of creating a better world for all animals. We’ve grown to become a national charity which celebrates the strength of the human-animal bond and enriches the lives of animals and people. We are Scotland’s animal champions.

What does a Supporter Care Assistant do?

As the charity’s first point of contact for many supporters, the Supporter Care Assistant will play a vital role in ensuring that the fundraising team delivers a ‘gold standard’ supporter experience to all donors and members. The role will require you to communicate effectively with supporters, conveying a sense of warmth and professionalism which gives donors confidence in their support of the charity. The role will work closely with the Stewardship Assistant and relevant teams to plan and operationalise supporter journeys and stewardship plans.

The Supporter Care Assistant will be responsible for providing administrative and stewardship support to individuals and organisations undertaking fundraising events, challenges, and DIY activities. They will steward volunteer fundraisers and event participants, ensuring a high-quality supporter experience. This role will directly contribute to achieving income targets.

This role will be responsible for ensuring that all donations are recorded accurately and efficiently, in a timely manner. They will also ensure that supporters are thanked appropriately and in line with agreed stewardship plans.

Overview of main duties and responsibilities

• Provide excellent customer service and act as the first point of contact for anyone wishing to engage with Scottish SPCA fundraising, building strong relationships with supporters.
• Handle and respond to incoming queries and correspondence from Scottish SPCA supporters and provide Monday-Friday cover for the fundraising phoneline, membership, and other fundraising operations in boxes and post, triaging and forwarding correspondence to the appropriate college.
• Record fundraising income on the Beacon fundraising database.
• Process payments, manage regular donations and reconcile income as directed by the Database Manager.
• Adhere to all fundraising finance procedures, contributing to their continuous improvement where necessary.
• Maintain accurate and up-to-date records and accept responsibility for the safe and secure handling and storage of confidential information, in accordance with GDPR and the Scottish SPCA’s own data protection policies.
• Ensure all gifts are thanked promptly and appropriately as instructed by fundraising teams or as agreed in stewardship plans.
• Provide operational and administrative support to fundraising teams as required e.g., sending out letters, materials, or equipment as requested.
• Assist with maintenance of database standards and procedures and support the training of fundraising colleagues.
• Control stock and manage the fulfilment of fundraising materials.
• Responsible for managing online fundraising and third-party platforms.
• Ensure good fundraising practice is followed in relation to the Chartered Institute of Fundraising and Code of Fundraising Practice.

What makes a good Supporter Care Assistant?

• Experience in a comparable role.
• Experience of data administration.
• Advanced level of computer literacy, including MS Office, Word, Excel, and other databases.
• Knowledge of fundraising best practice.
• Experience in a fundraising or customer-facing role.
• Experience of developing relationships with the general public, particularly donors and volunteers.
• Experience of using digital platforms.
• Experience of organising and supporting events, talks, or presentations.

We are fortunate that some of our roles attract a high level of interest; therefore, we may have to close roles earlier than advertised. Early application submissions are highly recommended. This also means that we cannot provide individual feedback to unsuccessful candidates due to receiving high levels of applications.

The Scottish Society for Prevention of Cruelty to Animals is an Equal Opportunities Employer. We recognise that a diverse and inclusive workforce is essential to achieving our core mission.

The Scottish Society for Prevention of Cruelty to Animals is an Equine Welfare Member of the National Equine Welfare Council.