This is an exciting time to join our Supporter Services team, on a permanent hybrid basis based at our offices in King's Cross, London. The Supporter Services team is responsible for managing and maintaining positive relationships with our supporters. We do this primarily through timely and effective income processing, quick and informative donor communications and a deep understanding of what Sense is doing to engage with the public.

This role is vital for the Engagement Department and the charity as a whole – it makes sure that supporters have an outstanding experience of supporting Sense and know how much they are valued. No day will be the same, with a mixture of in-and-outbound calling, gift processing as well as working on our database to accurately capture interactions with our supporters. You will build relationships with colleagues across the organisation to develop knowledge about the Engagement team in order to deliver first class responses to our supporters via all channels of communication. You will also work with the Supporter Services Manager to improve cross team working across Engagement and Individual Giving. You will be joining the Supporter Services Team at an exciting time as we prepare for moving to our new database, Dynamics.
 

Key Responsibilities:Be the first point of contact for all supporter and customer care queries.Deliver an excellent supporter care experience by responding to all incoming enquiries from supporters and prospective supporters (phone, mail, and internet) within agreed timescales and in line with agreed briefs and proceduresWork with our Customer Relationship Management database – Raiser’s Edge – to accurately process gifts, amend supporter records and keep record of communications with supporters.Accurately process fundraising income, including cheques and cash, legacy, direct debits and from online donation platforms within agreed timescales and in line with provided procedure.Work with the Supporter Services Manager to create, update and document processes regularly to ensure that the Supporter Services Team is working accurately and efficiently.Develop strong working relationships with key stakeholders (internal customers) in the organisation to ensure that we are supporting them appropriately and proactively in all aspects of Supporter Services.Report on feedback from supporters and share across the Engagement team to ensure that supporters are at the heart of the Engagement team.
 Skill, Knowledge, and Experience:Experience of working in a busy customer or supporter service environmentExperience of using Raiser’s Edge or similar Customer Relationship Management databaseExperience of working in a charity fundraising environmentDemonstrable extensive experience of providing excellent telephone based supporter and customer care and understanding of its importanceGood working knowledge of MS office, especially Word, Excel and OutlookExcellent communication skills – written and verbal 
 

For the full job description please see the link below.

About Sense

For everyone living with complex disabilities. For everyone who is deafblind. Sense is here to help people communicate and experience the world.

We believe that no one, no matter how complex their disabilities, should be isolated, left out, or unable to fulfil their potential.

Working at Sense can be incredibly rewarding; we offer the opportunity to work in a large, diverse and successful charity where people can develop their skills, knowledge and careers in a supportive and flexible environment. In addition we have excellent training and development, the opportunity for you to join our Group Personal Pension scheme and a generous annual leave entitlement.

To apply

Please use the link below to complete your application. Managers will use your application to shortlist candidates for interview; in relation to the Personal Specification. Therefore, it is very important you complete this section thoroughly. We would recommend that you read the candidate guidelines and job description before applying.

Please note to avoid disappointment, we advise you to submit your application as soon as possible as we reserve the right to close posts at any time.

No agency submissions please: any submissions without prior authorisation from the Sense Recruitment Team will be treated as our own and as such no fee will be payable.

If you require any further assistance, please contact the Recruitment Team on 0121 415 6735 or recruitment@sense.org.uk

Sense is committed to safeguarding and promoting the welfare of vulnerable children and adults and expects all employees to share this commitment. Therefore, all offers of employment, where appropriate, are subject to a DBS check; level dependant on the nature of the role.

For this role we particularly welcome applications from candidates from underrepresented ethnic minority backgrounds and candidates with disabilities. Sense is committed to equality of opportunity, and to promoting and celebrating the diversity of staff, volunteers and the people we work with. Everyone's contribution is valued and we ensure they're given the opportunity to realise their potential. We welcome applications from talented people from all sections of the community who share our values and belief that no one, no matter how complex their disabilities, should be isolated, left out, or unable to fulfil their potential. For more information please visit:  https://www.sense.org.uk/about-us/equality-and-diversity/

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