Supporter Care & Fundraising Coordinator

Supporter Care and Fundraising Coordinator

Are you passionate about providing high-quality customer service and have excellent administrative and organisational skills? Join our team as our Supporter Care and Fundraising Coordinator.

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St. Luke's Hospice is a local charity providing compassionate care to people whose illnesses are no longer curable. We promote dignity in dying and empower people to make the choices they want, from the moment they are diagnosed.

This is a fantastic opportunity for someone with a background in customer service or administrative support with great organisational skills, communication skills and attention to detail, who would like to play an important part in raising vital funds to help St. Luke's Hospice continue caring for local people and families.

Based in the Fundraising and Communication directorate, our Supporter Care and Fundraising Coordinator will oversee a small team, managing team workload and requests to provide supporter care (customer service) and fundraising activity support across all of the Hospice’s fundraising income streams.

About the role

As a registered charity, we are reliant on the generosity of our local community to enable us to continue caring for local people and their families. We are looking for someone who is hands-on with excellent attention to detail, communication and organisation skills to ensure implementation of a planned programme of communications with our supporters and to support with successful delivery of fundraising events and activities.

Leading your team by example, you’ll be a proud ambassador of the Hospice in your interactions with supporters, including being the first point of contact for supporter enquiries by phone, email and in person. Your work will be varied – from coding income and updating supporter records on our CRM database (Donorflex), to delivering multi-channel stewardship plans, assisting with fundraising activity preparation and working at our fundraising events – and will help us ensure an excellent experience for our valued supporters.

If this sounds like the role for you and you would like to apply your skills and experience at our much-loved and respected Hospice charity, we would love to hear from you.

Salary: £24,780.00 - £28,656.64 per annum (depending on experience)

Contract: Permanent

Hours: Full-time, 37.5 hours per week (Mon-Fri, 9am-5pm)

Location: Thurrock Hospice site (RM14 3EB)

Main responsibilities include:

• Line management of the Supporter Care and Fundraising Assistants and coordination of requests and work across the team.
• Ensuring the Supporter Care and Fundraising team functions effectively as the first point of contact for face-to-face, phone, email and postal fundraising enquiries.
• Ensuring income coding for the Fundraising department is completed to agreed SLAs and deadlines, liaising with colleagues as necessary.
• Ensuring fulfilment and delivery of agreed product administration, response-handling, thanking and stewardship plans for the Fundraising department.
• Assisting the coordination and delivery of fundraising events, including planning, set up, delivery, attendance and analysis of events.
• Working with Fundraising team volunteers as required to ensure delivery of agreed in office and community-based activities.
• Assisting the Supporter Data team with income and data processing using the CRM database and help to develop and maintain central filing systems within the Fundraising teams.

About you

• Experience of coordinating a small team to provide excellent customer service / supporter care, face to face, by telephone and using digital communications, e.g. email.
• Experience of providing excellent administrative support and coordination of work tasks.
• Experience in building and maintaining strong internal and external relationships.
• Excellent verbal and written communication skills.
• Excellent attention to detail and accuracy.
• Excellent organisation and time-management skills with the ability to meet deadlines when working on concurrent projects.
• Ability to create and review processes to ensure they are effective and efficient.
• Confident and business experienced computer user, with extensive experience of Microsoft applications (e.g. Office 365, Outlook, Word, Excel, Teams, Powerpoint, Sharepoint).

Please note that this role is based at our Thurrock Hospice (RM14 3EB). Travel between Hospice sites and other venues across the Basildon and Thurrock districts may also be required.

There may be fundraising events or other occasions where working outside the contracted hours is necessary (e.g. evenings and weekends), so flexibility will be required.

Applications will be reviewed when received with interviews being scheduled on an ongoing basis. We recommend applying as soon as possible to ensure your application is considered.

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To have an informal chat about working for us or to discuss access requirements for disabled applicants contact the HR team using the chat function on our careers page or calling 01268 524 973.

About applying

When applying don't forget to answer the questions in our application process to tell us more about how you meet the skills, knowledge, and experience to be successful in this role.

Right to Work

St. Luke's Hospice is unable to sponsor work permits or visas. All candidates must have the right to work in the UK.

Belonging, Equity, Diversity and Inclusion

At St. Luke's Hospice, we are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that the different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better outcomes for the people who access our services. We particularly welcome applications from disabled, LGBT+ and Black, Asian and Minority Ethnic candidates as these groups are currently under-represented in our teams. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of access requirements for people who have a disability.

Do you have access to your own vehicle? *

This role is based at our Thurrock Hospice (RM14 3EB) and there may be occasions where travel to and from Hospice or other sites is required.