United Kingdom of Great Britain and Northern Ireland: Supporter Care Assistant

Overview

War Child is striving for a world where children’s lives are no longer torn apart by war.
We are the only specialist charity for children in conflict, delivering high-impact programmes that are rebuilding lives across Afghanistan, Iraq, Jordan, Uganda, the Democratic Republic of Congo (DRC) and Central African Republic. We understand children’s needs, respect their rights, and put them at the centre of the solution - from supporting Syrian children to access education, to reintegrating child soldiers in the Central African Republic and working on juvenile justice in Afghanistan.
We aim to reach children early in the conflict cycle and stay to support them through their recovery, providing education and protection services and building longer-term livelihood opportunities. We support children to deal with the traumas of armed conflict, equipping them with the skills and knowledge to go back to school, and providing training to young people so they can support themselves.

We believe that children and young people know what matters to them and that their voices and demands should be heard – we work with them to build their confidence as advocates and to mobilise others to take action in support of them. Through standing by these principles War Child plays a unique role in helping children and young people to overcome the devastating impact of conflict.

Purpose of Post
This role will support the Individual Giving team and deliver excellent service to War Child donors, fundraisers and prospective supporters to build strong and loyal relationships through written and verbal communication, efficient administration of donations and maintenance of accurate database records.

A) JOB SPECIFICATION: TASK AND RESPONSIBILITES:

•  To promote and communicate War Child’s aims, mission, policies and work clearly and effectively
•  To be the primary member of the team to deal with donations and donor queries.
•  To write and send thank you letters and other stakeholder correspondence
•  To allocate income budget codes to inbound donations in preparation for data entry
• and to liaise with the finance team to reconcile income
•  To assist with data entry into our in-house database (Salesforce) – ensuring we
• maintain data integrity by achieving a high level of attention to detail
•  To make welcome and thank you phone calls to new and existing regular donors
•  To build relationships with all challenge and community fundraisers via phone, email and in person, making sure that each fundraiser is welcomed, thanked and fully supported
•  To send fundraising resources to fundraisers and to manage stock levels and reorder materials where applicable
•  To assist at challenge events (occasional evenings and weekends)
•  To maximise on Gift Aid opportunities and to record accurately on the database
•  To be compliant with Institute of Fundraising Code of Practice
•  To undertake a range of general administrative tasks, as required
•  To be able to work under own initiative, instruction from others and as part of a team.
•  To supervise team volunteers This is not an exhaustive list of tasks and the post holder may be asked to undertake any
  other reasonable duties in connection with their post.

B) PERSON SPECIFICATION – ESSENTIAL CRITERIA:
War Child’s office is a lively and fast-paced environment made up of a team of extremely
dedicated staff & volunteers. We’re looking for someone who can fit in well and bring their
personality, creativity and professionalism to our fundraising and the wider charity.

Experience and mandatory criteria:

•  Right to work in the UK
•  Educated to degree level, or equivalent

Technical Skills/Expertise:

•  Experience of delivering high quality customer or supporter care
•  Relevant and demonstrable experience of administration in an office setting
•  Experience of using databases to record accurate and up to date information
•  Excellent written and spoken English with a confident and professional manner on the phone and in person
•  IT literate with good knowledge of Microsoft Office and databases
• Competencies (Soft Skills):
•  Excellent time management and ability to work to deadlines
•  Ability to work effectively as part of a small team and to take initiative when appropriate
•  Strong attention to detail and numeracy skills
•  Ability organise own workload, to adapt to changing demands in a busy environment
•  Interest in international development issues and an understanding of, and commitment to,
• War Child’s vision, mission and aims

Desirable Criteria:

•  Supporter Care Experience within the Charity/NGO Sector
•  Experience of fundraising databases
•  Good understanding of Gift Aid procedures

C) CONTRACT TERMS

• Contract: Permanent
• Working Hours: Full time, 37.5 hrs per week
• Probation: 6 months
• Location: London, UK
• Salary: £24,720 per annum
• Leave: 28 days pa pro-rata, increasing by one day for each year’s service up
• to a maximum of 5 additional days
• Pension: All eligible employees are automatically enrolled into a Group
• Personal Pension Plan. Contributions will be made on a salary
• exchange basis as follows: employees contribute a minimum of 3% of
• basic monthly salary to receive a contribution of 5% from War Child.
• Other: As defined in standard War Child contract terms

• Download and complete War Child Application Form from https://www.warchild.org.uk/who-we-are. All applications must reach recruitment@warchild.org.uk by 11:59pm on Sunday 19 February.
• Due to limited resources War Child HR will only be in a position to contact only the shortlisted candidates invited to interview.
• Interviews will be held week commencing 27 February 2017
• Any offer made post the interview will be conditional on receipt of 3 favourable written references, (from your most recent employer, any other previous employer and a character reference). War Child reserves the right to call the referees, in case clarification is required post the receipt of complete reference forms.
• The successful applicant will be expected to undergo a DBS Police check and/or international police check, be compliant and sign up to War Child’s Child Protection Policy prior to a final offer being made.