From supporters who are interested in making a one-off donation or a regular gift to supporters enquiring about the work the charity funds and everything in between, the Supporter Engagement Assistant will ensure every donor is valued and receives an exceptional customer experience and ongoing stewardship.

This role provides a great opportunity to make a real difference to the people of Yorkshire and requires someone with a friendly manner, good team-working skills, great customer service and excellent organisational skills.

Specifically, you will:

• Ensure supporter communications are accurate, timely and appropriate to the recipient. This includes following the relevant pathways to process donations, record legacy pledges, update key information so that the communication is tailored and relevant to the individual supporter.
• Work alongside the Supporter Engagement Team and other colleagues to improve the initial welcome journey for newly acquired donors and the onward stewardship of all supporters.
• Conduct research and contribute ideas to improve supporter journeys and implement these processes independently.
• Update supporter records on the charity’s CRM database to reflect changes in marketing permissions, personal details, the charity's relationship with the supporter (e.g. Volunteer/ Donor etc) and any communications between the supporter and the charity.
• Use the CRM database to run supplied data queries to deliver campaigns (e.g. using Mail Merge) and to create and deliver supporter communications, this includes printing and posting letters, sending emails, making updates to supporter records and fulfilling requests for information.
• Undertake other duties and take on a lead role in delivering projects and campaigns relevant to the purpose of the role as requested by members of the CRM, Marketing, Fundraising or Research & Services teams.
• Monitor inbound emails and telephone calls to the charity, forwarding to the relevant colleague (if unable to provide a response) or responding and actioning.

About You

To be considered for this role, you will need:

• To be ideally educated to A-Level or equivalent level.
• To have customer service experience in a similar or related role (e.g. telephony/ databases/ office).
• To have high computer literacy with comprehensive knowledge of Microsoft Office applications, especially Word, Excel and Outlook.
• To have previous experience of working with databases (e.g. Access or Raiser's Edge).
• To be up to date with the requirements of GDPR and confident in adhering to these requirements.
• To be up to date with Safeguarding and confident in raising any concerns.
• To be someone that enjoys delivering excellent customer service and customer/supporter interaction.
• To be happy to work independently and ask for support where this is needed, but also like to both work with and support colleagues as part of a team working towards a common goal.
• To have excellent communication skills, both verbal and written, with an ability to use active listening skills, and write professionally and appropriately for a range of diverse audiences. Has a good grasp of grammar, spelling and of the spoken word.
• To have strong organisational skills and performs their work to an extremely high level of accuracy and professionalism, paying close attention to detail.
• To be able to manage multiple workstreams, with the ability to prioritise workloads to meet deadlines.
• To be capable of handling sensitive, challenging conversations with tact and empathy.
• To be willing to remain informed about our work and be a passionate brand ambassador.

Application

Before applying, please read the full role profile linked above.

Yorkshire Cancer Research is a responsible and flexible employer. We welcome any discussion for flexible working at the interview/offer stage where we will consider an individual’s circumstances against the needs of the charity.

We positively encourage applications from suitably qualified and eligible candidates from all backgrounds. If we can make any reasonable adjustments to support your application please contact us.