Supporter Care and Administration Officer

International Rescue Committee, Inc.; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

An international humanitarian organization is seeking a Supporter Care and Administration Officer in London. Your role will involve providing excellent service to supporters and managing the Supporter Services programme. You will work closely with fundraising teams, ensuring interactions are logged accurately on the CRM, and support the Mass Market fundraisers with administrative tasks. Candidates should have experience in customer service management, excellent written English skills, and proficiency in Microsoft Office. This position is a hybrid role, combining remote and onsite work.

Qualifications

• Experience leading or managing a supporter (or customer) care programme.
• Strong IT skills including proficiency in Microsoft Office applications.
• Ability to handle difficult conversations with supporters sensitively.

Responsibilities

• Provide first-class service to supporters across various channels.
• Manage fundraising support and assist across fundraising platforms.
• Ensure communications are logged accurately on the CRM.

Skills

Customer service management

Excellent written communication

Data interpretation

Organizational skills

CRM system experience

Tools

Microsoft Office Suite

Job description

Supporter Care and Administration Officer page is loaded## Supporter Care and Administration Officerremote type: Hybridlocations: London, UKtime type: Full timeposted on: Posted Todayjob requisition id: JR00001629The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.The IRC is committed to a culture of bold leadership, innovation in all aspects of our work, creative partnerships and, most crucially, accountability to those we serve. The IRC is a tireless advocate for the most vulnerable.IRC UK IRC UK is part of the IRC global network, which has its global headquarters in New York. Our team in the UK works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing and power to people devastated by conflict and disaster. Since 2021, IRC UK has also provided integration services directly to refugees in England; a programme that is rapidly growing.In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.**Job Overview****The Purpose of the Role**The Mass Market team’s mission is to inspire the UK public to financially support the IRC in order to help people impacted by conflict and disaster. Having significantly grown the individual giving programme in recent years, we are now looking for an experienced Supporter Care Officer to efficiently manage our Supporter Services programme, and support the Mass Market fundraisers with day-to-day administrative tasks.Working in partnership with the fundraising, gift processing and CRM teams, the post-holder will ensure our supporters have a first-class experience, and that they develop a positive and lasting relationship with the IRC. **Key Accountabilities****1. Supporter Care (80%)** • Provide first-class service to our supporters across inbound telephone, email and post, and across comments on our social media advertising and inboxes – ensuring you represent IRC appropriately, by responding to all supporter enquiries, actions and complaints in a professional manner and within agreed SLAs • Liaise across Acquisition, Retention and Legacy to ensure response handling and supporter enquiries are streamlined during campaign activity, including during emergency appeals with the Disasters Emergency Committee • Manage supporters who are fundraising on our behalf (community and events) and provide encouragement, fundraising support and assistance across fundraising platforms • Be the first point of contact for Legacy enquirers, providing initial stewardship and effectively transferring the relationship to Mass Market and Philanthropy teams • Use agreed letter templates and craft bespoke responses using the supporter care database and FAQs • Ensure interactions are logged on the CRM in a timely and accurate manner • Accurately enter or amend supporter data on the CRM • Ensure our thanking and acknowledgment communications are up to date and engaging • Fulfil fundraising materials such as information packs or gifts to supporters and legacy enquirers • Maintain Community and Events fundraising pages on website, ensuring they are up-to-date, relevant and engaging • Work closely with the gift processing team to ensure gifts, Gift Aid declarations and other relevant actions are processed or amended in a timely manner**2. Planning (10%)** • Collaborate with global Supporter Care team members to share best practice, new initiatives and contribute to global projects • Work closely with the Mass Market teams, including during planning sessions, to increase connection across the department, contribute to cross-departmental planning with the ultimate aim of developing a seamless progression for new donors and prospects into further cultivation • Feed into fundraising planning by providing insight, feedback and themes from supporter communications • Identify and brief support requirements with internal and external stakeholders in order to ensure the smooth running and enhancement of operations • Support the Director, Mass Markets in creating and managing the Supporter Services expenditure budget and reforecasts**3. Fundraising administration and operations (10%)** • Process Acquisition and Retention invoices, and manage credit card expenses for the Director Mass Markets, UK • Set and manage SLAs across all aspects of the programme, including with external suppliers as appropriate • Create and manage a framework to track supporter care performance, including complaints, and provide regular reporting to key colleagues • In conjunction with the Director, Mass Markets, develop and maintain internal and public facing Supporter Care policies and guidelines • Maintain an up-to-date knowledge and foster the development of Supporter Care within IRC by networking within the NGO and private sector to learn and import best practice • Stay up to date on current legislation, and industry standards and adhere to all relevant regulation including the Fundraising Regulator, Gambling Commission and ICO • Develop and enhance supporter services procedures and process documents, ensuring they are kept up to date, particularly during emergency appeals • Support the Mass Markets leadership team with scheduling team meetings, organising agendas and distributing notes afterwards.The above duties are intended to be an outline of the responsibilities for this role and are not an exhaustive list. You may be expected to undertake other reasonable duties as requested by the Director, Mass Markets and the Mass Markets UK leadership team. This post may involve some national and international travel, overnight stays and very occasional working outside core office hours.**Scope and Authority** Responsibility for Resources: expenditure budget associated with supporter care costs and third party contractors. There is no income expectation for this role.*Key Working Relationships* • Director, Mass Markets UK • Acquisition team • Retention team • Global Supporter Experience • Supporter Care equivalents in other IRC geographies • Gift Processing • Finance • Data and Analytics • Communications • Martech Systems & Platforms**Person Specification****Essential Knowledge and Experience:** • Experience leading or managing a supporter (or customer) care programme • Experience interacting with supporters or customers in a customer service or customer facing setting • Excellent written English, with the ability to produce well written, strong communications and reports • Numerate with confident data interpretation skills • Excellent organisational skills • Strong IT skills including Microsoft packages (Word, Excel, PowerPoint and Outlook) • Experience with a CRM system**Essential skills** • Ability to communicate confidently and effectively with supporters over the phone, email and other channels • Ability to handle difficult conversations with supporters sensitively and diplomatically, ensuring a professional and empathetic attitude is shown at all times •