Supporter Care Executive

Skills, Knowledge and Behaviours Required

• Professional, empathetic and approachable manner when communicating with stakeholders
• Flexible and open to change, with a positive and proactive approach
• Demonstrates Make-A-Wish values — Be Magical, Be Inclusive and Be Inspiring — and is committed to acting as part of a team
• Actively listens to and respects different perspectives, embedding the principles of Equality, Diversity and Inclusion within the role
• Guided by the needs of the wish child in all decisions and actions
• Willing to support colleagues and organisational priorities as needed (for example, answering phones during busy periods or supporting cross-organisational activities)

Responsibilities

Stakeholder Care and Stewardship

• Be the first point of contact for a wide range of stakeholder groups (supporters, volunteers, wish families and the public) via phone, post, email, social media and shared inboxes
• Handle more complex enquiries and complaints, providing timely, professional and values-led responses, and escalating where needed
• Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement
• Ensure all stakeholders are thanked for their contributions in a courteous and sensitive manner, with a focus on surprise and delight, or pass to the relevant team to acknowledge where appropriate
• Monitor and respond to incoming queries on social media channels, resolving or signposting in line with agreed timescales and tone of voice

Income Processing and Data Management

• Process and code all fundraising income from multiple sources into the fundraising database (Salesforce), ensuring accuracy and timeliness, and meeting all legal requirements
• Investigate and resolve income coding queries, including re-coding and reconciliation problem-solving
• Support the income reconciliation process with the Finance team, ensuring accurate allocation and reporting
• Maximise Gift Aid claims, ensuring declarations are recorded accurately and following up on missing or incomplete information
• Onboard and process donor and other stakeholder data from a wide range of external sources, ensuring secure transfer and compliance with data protection regulations
• Maintain accurate and consistent stakeholder records on the database, including contact details, mailing preferences and Gift Aid declarations
• Support the processing, coding and import of online registrations and fundraising pages from external platforms

Operational and Administrative Support

• Manage and co-ordinate fulfilment processes (internal and via agencies), including welcome packs, cancelled donor processes and ad-hoc campaigns
• Support stock control and ordering of materials used by the team
• Work collaboratively across the team, providing flexible support and cover for colleagues where required to ensure continuity of service and effective delivery of team objectives.
• Support the opening, logging and allocation of all incoming mail received at the office, including post, letters, parcels, courier deliveries and other correspondence
• Provide wider administrative, data, office and building support to the organisation as required, helping to ensure the smooth and efficient running of office operations and facilities.

Additional Expectations

As a Make-A-Wish colleague, you will also need to:

• Actively support our wishgranting through voluntary activity to support Make-A-Wish. We encourage all colleagues to become Wish Makers.
• Have a practical understanding of the Make-A-Wish values: Be Magical, Be Inclusive and Be Inspiring
• Strengthen relationships between different members of the Make-A-Wish community to ensure everyone works in collaborative and inclusive way.
• Attend organisational meetings, like symposiums and town halls.
• Keep yourself informed about things going on across the organisation by making use of internal communications channels, e.g. Teams, Wish Wisdom (our colleague newsletter).
• Keep yourself informed on the strategy and plans of the organisation in order to be able to fully contribute to them through your role.
• Actively listen to other people, particularly those with views that are different to your own.
• Embed the principles of our Equality, Diversity and Inclusion Charter within your role.
• Be open to collaboration and working across different teams to help the organisation achieve its strategic objectives.
• Be able to work independently in an agile environment, understanding that different people across the organisation have different working patterns.
• Be able to work with your colleagues and other members of Make-A-Wish community as one team, united in a common vision and mission, and support organisational efforts of reaching every child by, for example, answering phones when other teams are busy, supporting activities happening across the organisation, etc.

Benefits

• 26 days annual leave with the option to buy/sell annual leave (pro rata for part time)
• Paid Birthday leave
• Flexible & Hybrid working arrangements
• Salary exchange pension scheme
• Paid volunteering days
• Pirkx subscription - Access to wellbeing support, GP appointments, training and events, retail discount platform, and much more!
• Cycle to work initiative