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

Reports to: Head of Individual Giving

Working with:

The role sits within the Individual Giving, Community and Challenge Events team. The role also involves working closely with the following stakeholders:

o Fundraising Directorate

o Programmes Directorate

o Communication and Advocacy Directorate

o Finance Directorate

Responsible for: n/a

Location: London, UK

Overview:War Child works with children who, as a result of conflict, live with a combination of poverty, exclusion and insecurity. These children might include street children, child headed households, children conscripted into armed groups, and children who have been put in prison. Our mission is to support and improve the care and protection of children and young people who live with a combination of insecurity, poverty and exclusion in some of the worse conflict-affected places. We look forward to a world in which the lives of children are no longer torn apart by war. This is a vision that can only be realised through the collective actions of children themselves, communities and their leaders, organisations like War Child, governments and key decision makers.

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 re-order materials where applicable


• To assist at challenge events (some evenings and weekends)


• To maximise on Gift Aid opportunities and to record accurately on the database


• 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 communications and the wider charity.

Experience and mandatory criteria:

· Right to work in the UK

Technical Skills/Expertise:

· Experience in customer or supporter care

· Confident and professional manner on phone and in person and excellent spoken English

· Excellent written English

· IT literate with good knowledge of Microsoft Office and databases

Competencies (Soft Skills):

· Excellent time management and ability to prioritise tasks

· Ability to work to deadlines

· Good written and verbal communication

Sub Heading 4: Desirable Criteria:

Supporter Care Experience within the Charity/NGO Sector

C) Contract Terms

Post: Full-time, permanent

Working Hours: 37.5 hrs (9.00a.m. – 5.00p.m. Monday – Friday)

Probation: 6 months

Start date: May 2016

Location: London, UK

Travel: n/a

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: Matching contribution to your private pension up to 5% of gross salary

Other: As defined in standard War Child contract terms

How to apply:

· Download and complete War Child Application Form from www.warchild.org.uk. All applications must reach recruitment@warchild.org.uk by 11.59p.m. on Sunday 8^th May 2016

· 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 on Friday 13^th May 2016

· 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.

· Start date: May 2016