Support Services and Database Officer

Support Services and Database Officer
Location:
Gateshead
Salary:
£31,000 per annum
Our client is the charity thats committed to enabling people with disabilities to live the life they want to lead. They work to change what is unliveable, helping people to tackle the barriers they face and create a liveable life. They believe that the people they support have the right to a full and flourishing life. They deserve the very best in service delivery. Driven by their core values, the charity strives to be open, enabling, inclusive and courageous in all that they do.
The charity is looking for a Supporter Services & Database Officer, based in the Gateshead office. You will be an experienced and passionate person who is looking for a chance to make a positive impact and contribution to a successful charity.
The charitys fundraising, marketing and communications strategy focuses on new business development and new income generation. You will be able to make your mark in supporting key projects which are organisational priorities for the coming year and truly make a difference to and enhance the lives of the people they support.
The Role
To deliver excellent standards of supporter care and be the first point of contact for the supporter enquiries. To maintain the relational fundraising database, Raisers Edge, the integrity of both personal and financial data and working across staff teams to maximise the high quality data management and insight which supports the fundraising teams plans.
As an experienced supporter services and database professional you will:
Supporter Care
Be the first responder to supporter enquiries, whilst organising and assigning workload appropriately to meet service level agreements.
Deliver excellent standards of supporter care. Ensure all supporter care processes are documented, understood and reviewed in full, periodically.
Support in the deliverance of stewardship products such as thank you cards and bespoke communications to increase supporter engagement.
Income processing
Manage the in-house fulfilment of the direct marketing appeals and donations received through both online and offline channels.
Responsible for the accurate processing of donations across a range of income streams onto the fundraising database, dispatching appropriate thank you letters and banking income.
Work with finance team to help them reconcile donation transactions with their financial accounting systems. Participate in finance working group meetings to help in reconciliation of fundraising income transactions recorded in Raisers Edge and Access Dimensions.
To ensure the day-to-day administration of donation processing is carried out accurately.
Database maintenance
Oversee the accuracy and quality of data held on supporters and ensure that all data amendments (e.g. Passed Away, Gone Away, Duplicate record, etc) are applied in a timely manner.
Responsible for maintaining gift aid declarations on supporter records.
Ensure communication opt ins and opt outs are accurately recorded onto supporter records and donor financial data to be managed in line with GDPR and fundraising regulations.
Insights and reporting
Support the Head of Database and Supporter Services in implementing the database and supporter care operational plan to facilitate the success of all fundraising and marketing activities.
Support the Head of Database and Supporter Services by providing information and reports on supporter giving that informs decision making on marketing activities.
Skills and Experience
Experience of providing excellent customer service, including managing and prioritising conflicting priorities
Flexible approach to customer service, going above and beyond expectations
Knowledge and working experience of Raisers Edge, including imports and queries
Sound working knowledge of MS Excel or MS Access software
Experience of maintaining accurate databases
Technically IT proficient
Ability to manage several projects simultaneously, prioritising workload
Ability to calmly and logically identify and troubleshoot problems
Ability to work to tight deadlines under pressure
Benefits
Effective induction and Training in your new role.
The opportunity to develop and grow into a subject matter expert through a defined career pathway.
A generous Annual Leave and Pension.
Access to the Employee Assistance Programme.
To Apply
If you feel you are a suitable candidate and would like to work for this reputable organisation, please click apply where you will be redirected to their website to complete your application.
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