Lottery Administrator in Taunton

Do you have experience in fundraising, customer service, call centre work, or another supporter-facing role? Do you want to join a charity that is passionate about delivering a gold standard supporter experience? We have a fantastic opportunity for a Lottery Administrator to join our dynamic Fundraising team. Helping us to implement an exciting change within this area of Fundraising, you will ensure our supporters receive good stewardship and donor care. You don't need to come from a charity background if you have good communication skills, enjoy working with people, and are happy learning new systems; we'll provide training and support to help you succeed.

Main duties of the job

• Being the first point of contact for Weekly Prize Draw supporters by phone, email and post.
• Responding to enquiries with empathy and efficiency, helping to build trust and encourage continued support for the hospice.
• Using judgement to resolve issues promptly, escalating to a manager where needed.
• Updating supporter records accurately on our lottery database (including changes of address or cancellations).
• Processing cancellation requests and updates on payment systems.
• Monitoring inboxes and ensuring any emails are dealt with within 48 hours.

About us

• Be part of a local charity: See the outcome of your work and the difference it makes to the patients and families we support here in Somerset.
• Supporter led organisation: Here at St Margaret's we keep our supporters at the heart of everything we do. You will be instrumental in delivering good customer service.
• Autonomy: You will be empowered to carry out your duties and will support with key projects related to the Lottery.
• Supportive Team Culture: You will be part of a team that is supportive and works together to ensure our supporters are receiving the best possible care.

We also offer the following benefits:

• Hybrid Working - This role will primarily be based in the office but there is flexibility to work from home.
• Flexible working pattern - This is a part-time role working 20 hours per week. Hours can be worked over 4 or 5 days and flexible start and finish times can be considered where possible.
• Generous holiday entitlement.
• Pension scheme (NHS or non-NHS options available).
• Employee Assistance Programme for you and your family.
• Blue Light Discount Card.
• Excellent learning and development opportunities.
• Free on-site parking.
• Volunteering and fundraising opportunities.

Job responsibilities

• Be the first point of contact for Weekly Prize Draw supporters, managing inbound/outbound calls in a timely manner, dealing with and responding to telephone, email and post with consistently high-quality responses to maximise their relationship and lifetime value in supporting St Margaret's Hospice.
• Identify supporters' needs, addressing complaints, and providing appropriate solutions, escalating to the appropriate manager when necessary.
• Accurately manage and update supporter records on Lottery Database including cancellation requests, change of address, deceased, gone away, deduplication and ensure contact preferences are accurately recorded so we are compliant with data protection legislation.
• Process cancellation requests on the relevant payment platform and updating the supporter records on the Lottery Database.
• Monitor the Lottery Support & Lottery Office Inbox and ensure any emails are dealt with within 48 hours.

Stewardship

• Monitor working standards and practices to ensure excellent stewardship, supporter retention and a positive experience.
• Receive, record and respond to fundraising complaints, with support from the Committed Giving Manager, in an appropriate and timely manner, and elevate when necessary.

Working collaboratively across the department

• Act as an Ambassador for St Margaret's fundraising team, meeting supporters at reception to respond to their enquiries or pick-up donations and/or collections, thanking them for their support and following cash handling procedures.
• Support the Fundraising directorate with administrative tasks related to the retention of supporters.

Person Specification

• Educated to minimum GCSE grade C/4 (or equivalent) in English and Maths.
• Able to plan, prioritise and organise own work.
• Engage with and be committed to St Margaret's vision, mission and values.
• Have a 'can do approach' and be enthusiastic, self-motivated, flexible and professional.
• Commitment to the values of the Hospice.
• Proactive approach to keeping updated with hospice projects and campaigns.

Working with others

• Able to work closely as part of a team and independently to achieve deadlines.
• Excellent communications skills both written and verbal.
• Positive attitude towards equal opportunities and towards working in a multi-cultural environment.
• Experience of working in a busy, sometimes pressured office environment.

Outcome and Results

• Strong attention to detail and accuracy for data processing and communications.
• Experience of delivering great service for supporters or customers by phone, letter or email e.g. thanking, responding to queries from supporters or colleagues.
• Able to travel between sites.

Leading in your area

• Experience of working with CRM databases and demonstrable working knowledge on Microsoft Office suite.
• Experience of working in a charity setting.
• Working knowledge of Customer Relationship Management (CRM) database e.g. Beacon, Donorflex, Raiser's Edge.
• Experience of processing payments or financial transactions.
• Understanding of Data Protection (including GDPR) and Fundraising Regulator Codes of Practice and their application in practice.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.