Supporter Experience Assistant

We're looking for our next amazing Team Member to join the TPF family!

We are looking for a passionate and enthusiastic individual to join our warm and friendly Supporter Experience Hub. This role is all about personality, conversation and making every one of our fantastic charity supporters feel special as you'll be speaking with members of the public who have agreed to make a regular donation.

You'll play an important part in the supporter journey, phoning all new supporters to thank them for their gift, confirm their donation details, and ensure that our fundraising team adhered to all relevant compliance. You will also speak to potential supporters who have registered an interest in donating and help them with the sign-up process.

This is a fantastic and exceedingly enjoyable customer experience role, and in phoning to thank people for their support to the charity, it is important that you too are sympathetic towards the work and the values of the charity clients we represent.

Key Duties:

• Phone new supporters to thank them for their donation and generosity.


• Provide a first-class customer experience to new supporters, engaging on every call in a polite and professional manner.


• Ensure that all new supporters are provided with accurate details about the charity and the nature of their donation.


• Provide information, support and feedback, together with helpful and responsive actions when required.


• Contact potential supporters and guide them through the sign-up process.


• Respond to inbound supporter calls in a prompt, efficient and helpful manner.


• Work as part of a team that champions an excellent customer experience.


• Ensure the security and confidentiality of donations and data, complying with General Data Protection Regulation.


• Provide feedback to our Head of Fundraising, raising any quality or compliance concerns.
  
  Essential


• Friendly, with a good sense of humour and a polite, professional manner.


• Confident and self-motivated., Certified supplier with the Institute of Fundraising


• Certified member of the Data & Marketing Association


• ISO27001 Data Security Accredited


• ISO14001 Environment Accredited


• Member of the Lotteries Council


• External Lottery Manager with the Gambling Commission
  
  Salary £12.10 per hour


• 22 days annual holiday entitlement (not including bank) increasing to 27 days upon length of service (pro rata)


• Pension contribution


• Birthday off paid


• Paid time off for Christmas shutdown


• Beautiful countryside office location and free parking


• Personable and friendly company with a dedicated and hardworking team and vibrant culture


Contract Terms:

• Permanent role


• Office based in Stotfold SG5


• Part-time, 12 hours per week


• Shifts will include two week days working 3:30 pm to 7:00 pm and three Saturdays a month 10:00 am to 2:00 pm


Equal opportunities:

At The Professional Fundraiser, we know that our diversity makes us stronger, and we're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. If you've got the personality, drive, experience, and passion to fit into our team, that's all we care about, and we're proud that every individual in our business is valued and cherished equally.