Supporter Care Officer

Supporter Care Officer

Hybrid - The Grange, Saunderton, Buckinghamshire 

Fixed term - 18 months

35 hours per week

The Supporter Care Officer role sits within the Supporter Services team, which forms an integral part of the Individual Giving team, within the Marketing Communications Department at Hearing Dogs for Deaf People. 

Working alongside another Supporter Services Officer and managed by the Supporter Care Manager, you will support the delivery of our Individual Giving programme, specifically in support of our Puppy Sponsorship Scheme. 

The delivery of exceptional supporter care across multiple channels lies at the heart of the Supporter Care team and forms an integral part of the Individual Giving retention strategy. 

In many instances, you will be the first line of enquiry either by telephone, email, social media, or letter (and occasionally face-to-face) for Hearing Dogs’ supporters.

Building good internal relationships within our Charity is an important part of this role as you will be working with various teams.

• Present a professional, positive, and proactive approach to supporter care and adherence to best practice regarding stewardship and supporter engagement.
• Be proactive in stewardship process improvement and development, maintaining up-to-date guidance notes for areas of your work.
• Ensure all interactions with supporters are logged in the CRM system and where appropriate passed on to the relevant team(s) in a timely manner.
• Use KPIs and SLAs to track, measure, and report on performance to ensure supporter care consistently meets our high standards.

• Process telephone, post and email enquiries/donations regarding and related to the Puppy Sponsorship Scheme, and ensure that all queries are responded to and resolved within recommended stewardship guidelines and timeframes for the team.
• Assist with maintenance of Puppy Sponsorship data on the Charity’s CRM to ensure supporter records are up-to-date and accurate, flagging any issues to the Supporter Services Manager.
• Promptly action any tasks set via the CRM system.
• Learn other aspects of Puppy Sponsorship activity and process as required, to support the wider team, and ensure that high standards of supporter care are maintained at all times, particularly noting pinch points in the team calendar.

• Prepare data for Puppy Sponsorship updates and build email communications.
• Assist with the production and cleaning of mailing files to support fundraising appeals, raffles, lotteries, and other products.
• Provide additional support to the other areas of the Supporter Services team, learning processes as necessary at times of increased fundraising activity and to ensure supporter care standards are adequately maintained during holiday periods.

• Be able to talk knowledgeably and enthusiastically about our work, specifically the Puppy Sponsorship Scheme.
• Conduct yourself in a professional manner at all times.
• Treat all supporter personal information according to GDPR requirements. 
• Adhere to the Hearing Dogs Equal Opportunities statement and polices. 
• You will occasionally be required to perform other tasks, such as working at Charity events where Puppy Sponsorship is being promoted, which fall outside of your usual working hours.