Job Title: Supporter Services & Data Processing Officer
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Reporting To: Internal Communications Manager
Salary Range: Up to £37,667
Contract Type: 6 Month Fixed Term Contract
Location: Hybrid, London
Working days/hours per week 35 hours per week, 9am – 5pm, Monday – Friday.
Our Vision: A UK where “No good food goes to waste”.
The Felix Project and FareShare have recently merged to form the UK's largest food redistribution charity. Its vision is a UK where good food is never wasted, and nobody goes hungry.
The organisation rescues high quality edible surplus food, from across the food industry and gets it to over 8,000 organisations across the UK who are working to strengthen communities and improve lives.
The charity manages seven depots across London, Suffolk, Merseyside and Hampshire and works with 16 network partners who operate a further 26 regional depots across the UK.
Over the next year our ambition is to rescue enough food nationally to provide nearly 200 million meals, turning an environmental problem into social good with measurable impact for people, planet, and the economy.
Purpose of the Job
Deliver excellent supporter services function to support growth in public fundraising. Ensure excellence in supporter experience and care. Support the efficient and compliant delivery and financial reconciliation of our fundraising campaigns and activities. Work across the Fundraising, Finance, Info Centre, and Marketing teams.
Duties and Responsibilities
- Manage supporter complaints processes, acting as first point of resolution, ensuring complaints are actioned and responded to in line with FareShare complaints policy.
- Support the Supporter Services and Compliance Manager to develop and deliver management information related to supporter complaints.
- Work with the Finance team to deliver processes to support donor refunds and cancellations.
- Support the Supporter Services and Compliance Manager to manage relationships with external fulfilment houses, payment providers (Stripe, GoCardless), and fundraising platforms (Enthuse, Just Giving, CAF, CAF America) on behalf of FareShare to ensure compliance and optimal supporter experience.
- Further duties as and when required by the fundraising operations team and wider directorate.
- Manage and lead supporter complaints processes, acting as first point of resolution, ensuring complaints are actioned and responded to in line with FareShare complaints policy.
- Deliver an outstanding level of customer service, keeping within agreed SLAs and KPIs.
- Coordinate and implement training on the use of the 8x8 telephony system for Fundraising and Marketing teams.
- Record all interactions accurately and clearly in Salesforce within agreed SLAs.
- Your normal duties and responsibilities will be set out in your job description. However, the charity may require you to perform other duties from time to time.
Person Specification
- Experience of working in a fundraising supporter or customer services environment.
- Good communication and interpersonal skills, with the ability to work effectively with diverse teams.
- Excellent phone manner, including ability to cope with challenging conversations.
- Understanding of financial reconciliation processes and the role of a CRM in effectively managing income processing
- Good problem-solving skills.
- Organised and methodical approach to work.
- Good knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
- Knowledge of the fundraising regulatory environment, including the Fundraising Regulator Code of Practice, HRMC Gift Aid regulations, GDPR and PECR.
- Knowledge of Salesforce and/or Microsoft Dynamics.
- Ability work under pressure and meet deadlines.
- Good numeracy skills with excellent analytical skills to interrogate data.
Recruitment Timeline
We reserve the right to close advertisements early and we might assess candidates and arranging interviews as applications comes in, so please apply as soon as possible, to avoid missing out on this opportunity.
Due to the anticipated large number of applicants, if you do not hear from us within four weeks of your application, we regret to inform you that your application has been unsuccessful. xwzovoh Consequently, will not be able to provide feedback.