At a Glance
- Tasks: Assist supporters with enquiries and ensure they feel valued and appreciated.
- Company: Join Southampton Hospitals Charity, making a real difference in people's lives.
- Benefits: Gain valuable experience in customer service and charity work.
- Other info: Work in a supportive team environment with opportunities for personal growth.
- Why this job: Be the friendly face of our charity, helping supporters feel connected and appreciated.
- Qualifications: Experience in customer service and a passion for helping others.
Southampton Hospitals Charity is looking for an organised and motivated Supporter Care Assistant to join our team. We are committed to excellent stewardship, so every supporter feels valued and confident that their gift is making a difference. As the first point of contact for many of our donors, you will play an important part in delivering a consistently high standard of customer service.
In this role, you will look after our supporter care inbox, responding to a wide range of enquiries, from questions about donations to more sensitive concerns, with empathy, care and efficiency. You will also help to process incoming post, making sure donors receive the right thanks and acknowledgement for their support. Working across our different income streams, you will help us deliver thoughtful, well-planned stewardship. You will use our CRM to keep records accurate, up to date and compliant, ensuring preferences are recorded and that every supporter is looked after appropriately. You will bring strong attention to detail, a willingness to learn, and experience of providing excellent customer support. If you are passionate about fundraising and the impact a charity can make, we would love to hear from you. This role is an important part of delivering our ambitious strategy to grow our income, reach and impact.
Main Responsibilities
- Manage the supporter care inbox, responding to enquiries, feedback and complaints in a timely, professional and compassionate way.
- Process donations and supporter information accurately, following agreed procedures and ensuring acknowledgements are issued promptly.
- Maintain high-quality supporter records on the CRM, capturing key details and preferences and ensuring data is accurate and up to date.
- Support stewardship activity by preparing and sending thank-you communications and helping to deliver supporter journeys across in memory and legacy income streams.
- Process and thank donations received via post, signposting to colleagues using our CRM when appropriate.
- Lead on the processing and thanking of campaign income as a result of our fundraising appeals and campaigns.
- Work closely with colleagues to resolve queries and continuously improve the supporter experience, identifying themes and suggesting practical improvements.
Supporter communications and relationship building
- Provide friendly, clear and consistent communication with supporters by email, telephone and post.
- Handle sensitive conversations with care, including bereavement-related enquiries and in-memory giving, signposting to colleagues where needed.
- Support the IMO and Legacy Manager to identify and fulfil key touch points in the supporters journey to enable donations and assist in providing communications as the need arises.
Teamwork and collaboration
- Work closely with colleagues across the charity to share information, resolve queries and ensure supporters receive a joined-up experience.
- Contribute to a positive, supportive team culture by being approachable, dependable and willing to help where needed.
Supporter care compliance
- Support the accurate input and maintenance of supporter data, ensuring records are updated promptly and consistently.
- Follow data protection and fundraising compliance requirements, including recording consent and communication preferences.
Person Specification
- Experience in a customer service or supporter care role, responding to a range of enquiries with professionalism and empathy.
- Experience of processing and recording information accurately, following agreed procedures and meeting deadlines.
- A strong understanding of what excellent stewardship looks like, with a focus on supporter satisfaction and retention.
- Confidence using IT systems, including Outlook, Word and Excel, and experience of working with a CRM or database (or the willingness to learn).
- An awareness of data protection and confidentiality, and the importance of recording consent and preferences accurately.
Skills, abilities, and behaviours
- A friendly, approachable communication style, with strong written and verbal skills.
- Confidence handling a variety of conversations, including sensitive or emotional enquiries, while staying calm and professional.
- Strong attention to detail and a commitment to getting things right first time.
- Able to prioritise and organise a busy workload, adapting to changing demands.
- Comfortable working independently, while also enjoying being part of a supportive team.
- A positive, solutions-focused approach and a genuine desire to help supporters have the best possible experience.
Supporter Care Assistant employer: Southampton Hospitals Charity
Southampton Hospitals Charity is an exceptional employer that values its team members and fosters a supportive work culture. As a Supporter Care Assistant, you will be part of a dedicated team committed to making a meaningful impact in the community, with opportunities for personal growth and development. The charity offers a collaborative environment where your contributions are recognised, and you can take pride in knowing that your work directly supports vital healthcare initiatives.
Contact Details:
Southampton Hospitals Charity Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Care Assistant
✨Tip Number 1
Get to know the charity inside out! Familiarise yourself with Southampton Hospitals Charity's mission and values. This way, when you chat with them, you can show genuine passion for their work and how you can contribute.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for supporters, it’s crucial to convey empathy and professionalism. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Show off your attention to detail! Prepare examples from your past experiences where you’ve successfully managed data or handled sensitive situations. This will demonstrate your ability to maintain high-quality supporter records.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and making a difference.
We think you need these skills to ace Supporter Care Assistant
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for fundraising and charity shine through. We want to see how much you care about making a difference and how that aligns with our mission at Southampton Hospitals Charity.
Be Personable:Remember, you're applying for a role where you'll be the first point of contact for our supporters. Use a friendly tone in your writing and demonstrate your ability to handle sensitive conversations with empathy and professionalism.
Highlight Your Experience:Make sure to showcase any relevant experience you have in customer service or supporter care. We’re looking for someone who can respond to enquiries with care and efficiency, so share examples that highlight your skills in this area.
Keep It Organised:Just like in the role, your application should be well-organised and easy to read. Use clear headings, bullet points, and concise language to make it easy for us to see why you’d be a great fit. And don’t forget to apply through our website!
How to prepare for a job interview at Southampton Hospitals Charity
✨Know Your Supporter Care Basics
Before the interview, brush up on what excellent supporter care looks like. Understand the importance of empathy and professionalism when dealing with donor enquiries. Be ready to share examples from your past experiences that highlight your ability to handle sensitive situations with care.
✨Familiarise Yourself with CRM Systems
Since this role involves using a CRM, it’s crucial to show that you’re comfortable with technology. If you have experience with any CRM or database systems, be prepared to discuss how you used them to maintain accurate records and improve supporter interactions.
✨Demonstrate Your Attention to Detail
Attention to detail is key in this role, especially when processing donations and maintaining supporter records. During the interview, mention specific instances where your attention to detail made a difference, whether it was catching an error or ensuring timely acknowledgements.
✨Show Your Passion for Fundraising
Let your passion for charity and fundraising shine through. Talk about why you believe in the cause and how you can contribute to the charity's mission. This will help the interviewers see that you’re not just looking for a job, but that you genuinely care about making a difference.
