Australia: Supporter Services Manager

Organization: ActionAid
Country: Australia
Closing date: 30 Sep 2014

POSITION DETAILS

Position Title: Supporter Services Manager

Reports To: Head of Fundraising

Commencement Date: September 2014

Position Type: Full-time

MAIN PURPOSE OF POSITION

The role is responsible for the running of the Supporter Relations activity and team, both in terms of planning, budget and implementation, including the direct responsibility of day to day tasks. This position plays a key role in ensuring the profitability of direct marketing programs by providing excellence in supporter relations and donation processing. The role coordinates the effective day to day processing and reporting of regular giving, direct mail and other donations for the growing donations area, including ensuring processes are performed according to procedures and service standards.

KEY ROLES AND RESPONSIBILITIES

Supporter Relations

• Creating and/or implementing the systems and processes necessary for supporter relations activities, as well as supporting fundraising and community engagement activities.
• Ensure excellence in client service for inbound donation line calls, and other supporter calls and emails.
• Oversee and support the processing of donations and any other funds received including gifts in kind, receipting and banking on a daily basis.
• Handle more complex incoming supporter enquiries and requests.
• Ensure systems support the timely and accurate actioning and reporting of all supporter comments and complaints, and advise the Fundraising and Community Engagement team of relevant trends.
• Coordinate the processing of donations through key fundraising programs and channels, including direct mail and regular giving, website and telephone channels, and ensure processing is performed according to procedures and service standards
• Management of the Supporter Services team and volunteers to ensure all work responsibilities are performed according to service standard and efficient donation processing and supporter services.

Child Sponsorship

• Is the main point of contact for the child sponsorship program, reviewing publications sent from Country Programs, working with AAI to develop systems and procedures to help reduce attrition by improving our service and communications for donors.
• Manage the international database in terms of uploading and downloading Child Sponsorship updates.
• Trouble shooting with child sponsorship teams working in Country Programs
• Ensure child sponsorship operational systems and processes including monitoring are running smoothly
• Participate in the regional network of supporter care to ensure AAA processes are in line with the Federation’s processes and represent AAA at the annual international meeting for child sponsorship and supporter care.

General Activities

• Work closely with the Data Analyst to ensure operations and processes are completed in a timely manner and data quality is maintained
• Ensure the efficient maintenance of donor files and electronic records, both on database and manual files as required, including records of all supporter liaison.
• Ensure the efficient monthly reconciliation of donor database and financial records.
• Ensure client service standards are met across different channels, including website, phone, regular giving, direct debit and other donations.
• Build a cooperative and competent team that adheres to ActionAid’s values.
• Monitor the currency and appropriateness of receipt and other template donor letters.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Essential

• Demonstrated customer service experience and an ability to represent ActionAid to supporters in a professional manner.
• Experience in managing a team.
• Good oral and written communication skills.
• Excellent numeracy skills
• Strong organisational and administrative skills and strong attention to detail
• Ability to manage and prioritise tasks in a high volume work environment.
• Strong computer skills including knowledge of MSOffice applications particularly Word and Excel.
• Experience in working with donor databases such as Raiser’s Edge.
• A ‘can do’ attitude and ability to supervise and support staff in a team environment.
• Commitment to ActionAid’s mission and values.

Desirable

• Experience working with a not-for-profit organisation
• Tertiary education
• Client management
• Experience in fundraising and direct marketing appeals
• Ability to analyse data

How to apply:

SELECTION CRITERIA FORM

Supporter Services Manager

This document is the equivalent of a "first interview" and provides an opportunity to showcase your relevant skills and experience. You must answer the compulsory questions and responses to selection criteria should be no more than one paragraph. You should demonstrate your knowledge, skills and experience in relation to the criteria and reflect your understanding of the context and objectives of the position. The selection criteria document forms part of the selection process, and applications that do not attach this document cannot be accepted.

Candidate Name:

• Describe your experience developing and managing processes related to superior donor care, including receipting, donor relations and inquiries from the public.
• Provide an example of how you have identified inefficiency in a process and what you have done to correct it.
• Describe how you have handled complaints from customers or donors, when they have required urgent attention or escalation.
• Outline your previous experience managing others.
• Please describe your experience, skills and competency using donor databases, MS Word and MS Excel.
• Describe your experience in providing excellence in donor communications, both verbally and in writing.
• What interests you in working for an international development organisation like ActionAid?

Compulsory questions:

What is your salary expectation for this position?When would you be available to commence in this position? Do you currently hold an appropriate work visa for this position? Yes No All employees, volunteers and interns are required to comply with the ActionAid Australia Child Protection Policy & Code of Conduct. A copy of this document is available on our website. Have you read and do you understand and agree to comply with this policy? Yes No ActionAid organisational values acknowledge the right of all persons working with ActionAid, in any capacity, to be treated fairly and have access to equal opportunities. The ActionAid Australia EEO Policy is available on our website. Have you read and do you understand and agree to comply with this policy? Yes No I acknowledge that undertaking a police and background check may be a requirement of undertaking this position. Yes No

Please attach completed selection form with CV and send tohr.au@actionaid.org

Thank you.