Supporter Engagement Assistant

Location: Office is in Holborn, London. Successful applicant will have the ability to work from the office minimum 2-days per week with requirement for attending away-days and ad-hoc meetings approximately 6 times per year minimum

Working hours: 35 Hours. Full time

Contract Type:
Permanent

Team: Public Fundraising;
Individual Giving – the role reports to the Head of Individual Giving, with responsibilities across Public Fundraising teams

At Prostate Cancer Research, our supporters are at the heart of everything we do. We are committed to a fundraising approach that values authentic relationships and creates a “gold standard” supporter experience. This means going above and beyond to make every individual feel valued. We’re searching for a Supporter Engagement Assistant who will be central to this ambition, helping us create “wow” moments and connecting our supporters directly to our life changing research.

What you will do:

• Be the first point of contact for our rapidly growing supporter base, making a positive impact on their day
  through thoughtful and engaging emails, letters, and calls.
• Help to develop and deliver exceptional supporter journeys that increase satisfaction and long-term loyalty.
• Collaborate across the entire Public Fundraising department, gaining unique insights into events, major
  gifts, and individual giving campaigns.

This role is perfect for you if you are:

• A natural communicator who loves connecting with people from all walks of life.
• Super-organised, proactive, and known for your exceptional attention to detail.
• Passionate about going the extra mile and creating positive experiences for others

We foster a collaborative, transparent, and supportive work environment. Using agile methodologies, we encourage autonomy and provide significant room for you to develop your skills and career. This is a fantastic opportunity to join a growing team and have a tangible impact in the charity sector.

Supporter Care and Engagement

• Frontline Supporter Engagement:
  You will be the first port of call for our supporters, managing inbound communications across phone, email, and various digital platforms.
• This includes warmly handling enquiries, taking and processing donations, and escalating complex issues to ensure a seamless and positive experience for everyone.
• Creative Communications & Gratitude:
  You will take the lead on thanking our supporters and making them feel valued.
• This involves drafting personalised acknowledgements, finding creative ways to share the impact of their support, and sending welcoming messages to new event participants.
• Collaborative Team Support:
  Act as a key support pillar for the Public Fundraising Team, especially during peak times and events.
• Your role will be dynamic, involving everything from on-the-day event assistance to managing logistics and taking ownership of specific fundraising activities.
• Digital Community Management:
  Help us maintain a vibrant and supportive online presence by monitoring shared inboxes and assisting with the moderation of our social media communities during key campaigns and fundraising challenges.
• Process Improvement:
  Develop and maintain essential resources, such as FAQ documents, to streamline our processes and ensure consistent, high-quality information is shared with our supporters.
• In person support for several key owned events and other organised events each year, outside of core business hours as needed, for example – by supporting our London and Brighton marathon teams on the day (time off in lieu will be available).

Supporting Public Fundraising Campaigning and Administration

• Provide essential administrative support across the Events, Individual Giving, and Major Donor fundraising teams, contributing to the efficient operation of campaigns and activities.
• Work collaboratively with the Finance team to ensure accurate and timely processing, logging, and acknowledgement of incoming donations and fundraising income.
• Perform data entry tasks, including setting up new regular gifts, and creating and updating
  communication records within the CRM system (Access CRM).
• Support the administration and stewardship journeys…