Supporter Care and Administration Officer

Location: Greater London

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London, UKtime type:
Full time posted on:
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JRThe International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities.

A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

The IRC is committed to a culture of bold leadership, innovation in all aspects of our work, creative partnerships and, most crucially, accountability to those we serve. The IRC is a tireless advocate for the most vulnerable.

IRC UK  IRC UK is part of the IRC global network, which has its global headquarters in New York. Our team in the UK works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing and power to people devastated by conflict and disaster. Since 2021, IRC UK has also provided integration services directly to refugees in England;

a programme that is rapidly  Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.
** Job Overview
**** The Purpose of the Role
** The Mass Market team’s mission is to inspire the UK public to financially support the IRC in order to help people impacted by conflict and disaster. Having significantly grown the individual giving programme in recent years, we are now looking for an experienced Supporter Care Officer to efficiently manage our Supporter Services programme, and support the Mass Market fundraisers with day-to-day administrative tasks.

Working in partnership with the fundraising, gift processing and CRM teams, the post-holder will ensure our supporters have a first-class experience, and that they develop a positive and lasting relationship with the IRC.

** Key Accountabilities
**** 1.
Supporter Care (80%)*
* • Provide first-class service to our supporters across inbound telephone, email and post, and across comments on our social media advertising and inboxes – ensuring you represent IRC appropriately, by responding to all supporter enquiries, actions and complaints in a professional manner and within agreed SLAs  
• Liaise across Acquisition, Retention and Legacy to ensure response handling and supporter enquiries are streamlined during campaign activity, including during emergency appeals with the Disasters Emergency Committee  
• Manage supporters who are fundraising on our behalf (community and events) and provide encouragement, fundraising support and assistance across fundraising platforms  
• Be the first point of contact for Legacy enquirers, providing initial stewardship and effectively transferring the relationship to Mass Market and Philanthropy teams  
• Use agreed letter templates and craft bespoke responses using the supporter care database and FAQs  
• Ensure interactions are logged on the CRM in a timely and accurate manner  
• Accurately enter or amend supporter data on the CRM   
• Ensure our thanking and acknowledgment communications are up to date and engaging  
• Fulfil fundraising materials such as information packs or gifts to supporters and legacy enquirers  
• Maintain Community and Events fundraising pages on website, ensuring they are up-to-date, relevant and engaging  
• Work closely with the gift processing team to ensure gifts, Gift Aid declarations and other relevant actions are processed or amended in a timely manner
** 2.
Planning (10%)*
* • Collaborate with global Supporter Care team members to share best practice, new initiatives and contribute to global…