Supporter Relations Information Officer

Purpose

Provide customer service support to IFAW donors in a timely and professional manner.  Inform supporters and the enquiring public about IFAW and our work programmes with a goal to retain and move donors up the giving pyramid.  Maintain the integrity of the supporter database and provide operational support to the Supporter Relations function as needed.

Accountabilities/Responsibilities

• Respond to donor enquiries via phone, e-mail, or written correspondence in a timely manner.  Provide appropriate information to retain supporters and increase their giving.
• Maintain and update donor database and supporter files.
• Communicate and follow-up with appropriate staff on mailings, donation processing and technical issues to maximise IFAW’s fundraising and programme effectiveness.
• Assist with the general administrative tasks and activities of the department.
• Undertake other duties and special projects as assigned.

Requirements

• Previous customer service experience in a similar role required.  Must possess strong verbal and written communication skills, have attention to detail and the ability to maintain confidentiality.
• Proficiency in Windows-based computer applications, including Word, Excel and Outlook preferred.
• Ability to meet established deadlines and function effectively and accurately in a fast-paced environment.
• Empathy with the cause of animal welfare and a commitment to promoting IFAW’s mission.

UK Specific Accountabilities and Requirements

• Maintain and update donor database and supporter records, ensuring data integrity and compliance with UK Data Protection and privacy legislation.
• Administer IFAW's regular giving programme, ensuring financial reports and supporters financial enquiries are kept confidential,l and accurately actioned according to given deadlines.
• Maintain knowledge of IFAW campaigns and animal welfare issues, to create and develop positive relations with the enquiring public by conveying IFAW’s mission and goals sensitively and with conviction.  Use this knowledge to proactively engage with supporters.
• Proactively engage, as a member of the SR Team, to meet the common objectives and guarantee the administrative effectiveness of the team. 
• The SR Team handles all incoming telephone calls into the general office number, deals with all supporter relations queries, and relays non-supporter related calls to the appropriate departments.

Requirements

• Proven customer service to interpret and respond appropriately to the needs of diverse audiences, handle standard and non-standard queries within agreed timelines and expected service standards.
• Proven verbal and written communication skills to adapt responses clearly and sensitively for the enquirer, to deal with a wide range of people by telephone, in writing and face to face.
• Proven ability to provide an efficient administrative service to support operational needs - to develop knowledge of organisational processes and procedures, to follow instructions, to analyse a broad range of information liaising with colleagues or external contacts as required.    Database – bespoke system or standard application – and Financial administration experience an advantage.

How to Apply:Send in your CV together with a Supporting Statement (maximum 2 sides of A4) demonstrating your suitability for the position. Refer to the job and person specification. Closing date for receipt of completed application: 4pm Wednesday 29 June 2011. Interviews are planned for week commencing 4 July 2011.