Supporter Care Administrator

National Deaf Children's Society

Hours
35 hours per week

About the Organisation

National Deaf Children's Society is the leading charity for deaf children. We give expert support on childhood deafness, raise awareness, and campaign for deaf children's rights, so they have the same opportunities as everyone else. The National Deaf Children’s Society is a charity for deaf children with any level of hearing loss.

We’re here for deaf children and everyone who cares about them. Whatever the question or challenge, we help find a way through. We empower families to connect and drive change in their communities, and we campaign to make sure deaf children get the support they need. We lead the way, sharing insight and knowledge in the UK and internationally.

About the role

We are looking for a Supporter Care Administrator to provide outstanding support to our donors, supporters and members of the public, ensuring every enquiry, request and complaint is handled with professionalism, care and efficiency. Based within our Help Chapter, you'll play a key role in delivering an excellent customer experience, building supporter loyalty and helping us make a positive difference for deaf children and their families.

As a Chapter Member at the National Deaf Children's Society, you'll be in a Chapter of like-minded and skilled specialists, experts, and emerging experts. Chapters are self-organising, and every member has a vital role to play, sharing their skills, knowledge and experience and learning and developing together. You will follow the agile values and principles and work collaboratively with colleagues to deliver on strategic objectives and for our customers.

Led by the Chapter Lead, all Chapter Members will value and respect each other's contribution and learn and develop collaboratively. You will provide excellent levels of supporter care to National Deaf Children’s Society donors and supporters, by investigating and responding to enquiries promptly, fulfilling requests and maintaining records. As a National Deaf Children’s Society representative, you will be polite and professional at all times, working with your Chapter Members to go above and beyond to ensure the ongoing loyalty of our supporters.

You will manage complaints from donors, supporters and members of the public in a comprehensive and timely manner, liaising with fundraising agencies to address the issues raised and tailoring responses based on the nature of the complaint and the outcome of any investigation. 

Responsibilities

Partnerships Development Manager:

• Act as the first point of contact for enquiries and information requests from supporters received via phone and email.
• Deal with complaints from National Deaf Children’s Society donors, supporters or members of the general public following agreed processes.
• Co-ordinate with your Chapter Members to manage a shared workload and ensure daily tasks and all enquiries are dealt with promptly.
• Follow procedures and maintain accurate database records; making general amends, managing Direct Debits and donations, and recording Gift Aid declarations.
• Liaise with internal departments and external suppliers to gather the necessary information and evidence to investigate and respond to complex complaints and disputes in line with organisational policy.
• Regularly meet with your Chapter and share valuable insights and support

Skills, Competencies, Experience & Attributes

Essential Criteria:

• Experienced in dealing with members of the public, consistently providing a high level of customer service and having strong personal resilience when dealing with complaints or high volumes of enquiries.
• Excellent organisational and administrative skills, with experience of following and maintaining written procedures for areas of responsibility.
• Experience using Microsoft tools such as SharePoint, Excel, Word and a Customer Relationship Management (CRM) database.
• Excellent oral and written communication skills, including the ability to draft accurate and persuasive correspondence.
• Passionate about working as part of a team and sharing and developing your skills, knowledge, and expertise in a collaborative environment.
• Can-do attitude and are focused on achieving outcomes.
• Open mindset and embrace new concepts and ideas. 

Desirable Criteria:

• Strong digital skills and a sound understanding of agile values and principles
• BSL Level 1 and above, a good level of deaf awareness and working towards BSL level 1 or above. Understanding and experience of deafness and British Sign Language skills or a willingness to learn.
• Experience of working in the voluntary sector in a fundraising department

Compensation & Benefits

• 25 days holiday - plus an additional 3 days at Christmas (& bank holidays).
• Pension (5.5% employer contribution).
• Healthcare Cashplan.
• Annual performance-based salary increase.
• Employee Assistance & Wellbeing Programmes.

Working locations

• Home-based

How to apply

• Apply to our website
• Please contact us at [email protected] with any accessibility or reasonable adjustment enquiries.

Policies

As part of our commitment to creating a safe and trusted environment for the children, young people and families we support, all offers of employment are subject to background checks. These include Right to Work verification, Criminal Record Disclosure, and ID and address verification.

We are a Disability Confident Employer and committed to offering interviews to candidates who request to be considered under the disability confident scheme and meet the minimum requirements of the person specification. As part of our commitment to creating a safe and trusted environment for the children, young people, and families we support, all offers of employment are subject to background checks. These include Right to Work verification, Criminal Record Disclosure, and ID and address verification.

To complete an online Right to Work check, you will need a valid UK or Irish passport, or a government share code if you are not a British citizen. If an online check is not possible, we’ll need to verify your documents in person at our London office. Please be aware that travel time and expenses for this appointment cannot be reimbursed.

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