Job Purpose

Job Title : Supporter Care Assistant

Advertised Salary : £24,000 benefits

Location : Birmingham Hub Location.

Every role across the Trust plays its part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

We are looking for a Support Care Assistant to join the Trust to assist the Supporter Journey Manager to administer all aspects of the supporter care and retention programme.

The role holder will help set up and run the supporter retention programmes, in particular, but not exclusively, Friends, helping the Supporter Retention and Engagement Manager will all aspects of this work.

Knowledge, Skills / Qualifications & Experience

Key accountabilities :

Manage supporter correspondence to an exceptional standard, ensuring service level agreements are met - manage the supporter cases and complaints, which includes correspondence with supporters;

ensure that SLAs are set and met and seek advice and help to ensure all supporter queries are answered. This will be done in Sugar CRM.

Ensure that new supporters receive an exceptional Welcome Journey - extract data from our systems to ensure fulfilment of Welcome packs for all new supporters;

ensure all supporters have welcome call and will supply welcome call data & will check returned data.

Manage direct debits for new regular givers - manage queries around the set-up and processing of all new direct debits including electronic data;

import new direct debits signs ups from suppliers and ensure that all information is stored correctly in the Trust CRM system.

• Managing costs and supplier processing within the Supporter Care Team - Create Purchase Orders, process invoices and manage Shopping Carts.
• Act as a champion across multiple fundraising platforms - Act as a Sugar CRM & WoodsVallData (Contact Manager) superuser for the wider fundraising team.

Provide relevant documentation around new processes that are created within Supporter Care for others to learn and develop from.

Manage the database of supporters in Sugar CRM - all supporter feedback and changes to status or preferences are recorded accurately in the CRM and actioned as appropriate;

take a proactive role in suggesting where better processes, systems and procedures should be put in place

Support the wider Supporter Development Team Managing the teams navigate and sharepoint space; taking on additional administration support as agreed by line manager and when appropriate making recommendations for future products and campaigns.

Knowledge, experience & skills :

• A level standard desirable
• Highly organised with exceptional attention to detail
• Proven track record in supporting a successful supporter care programme
• Demonstrable experience of processing and inputting personal data with a strong understanding of GDPR compliance
• Good experience in working with a range of systems and processes.
• Experience of dealing with customer / supporter queries, complaints, or requests - strong and evident customer service mindset essential
• Excellent understanding on direct debits, standing orders, gift-aid and other payment methods.
• Experience of quality control’ within a programme
• Experience of working with wider teams and agencies to support supporter care programmes
• Experience working in a remote or hybrid role, where video conferencing / meetings are a standard part of the working day
• Competence in Microsoft Office, especially Teams, Word, and Outlook
• Excellent understanding on direct debits, standing orders, gift-aid and other payment methods.
• Excellent working knowledge of CRM and database systems
• Experience of remote or hybrid working desirable
• Experience of using video conferencing for regular meetings
• Advanced people skills
• Competence in Microsoft Office, especially Word, Outlook and Excel
• Exceptional attention to detail,
• Highly organised
• First class time management skills
• Friendly, collaborative, with a clear supporter care focus and strong attention to detail

If you have any questions about this role, please contact We'd love to hear from you.

We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

What We Offer

In addition to your salary of £24,000 , you will benefit from a competitive contributory DC Pension scheme arrangement, great holiday entitlement and numerous other employee benefits, including several salary sacrifice benefits, all of which can be found here ().

• 25 days paid holiday, plus paid Bank Holidays, increasing to 27 days plus Bank Holidays after 3 years
• Annual £200 personal learning & growth award to spend on any learning related activity hobbies; aspirations etc.
• Free access to specialist counselling on a range of issues health; financial; lifestyle; well-being; domestic & neighbourly matters.
• Access to a range of employee benefits including store discounts; boating holiday discounts; holiday purchase scheme.
• 2 days paid volunteering leave, volunteering for local community project work.

At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust.

We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

Last updated : 2024-04-26