The Supporter Relations Officer will develop and maintain excellent relationships between CBM and its supporters, both individuals and churches, primarily through outbound and inbound telephone calling. The position holder will nurture supporters and increase donations and engagement through excellent ‘customer service’ in our newly established Supporter Relations team. Ultimately, the role will help to create extraordinary and wonderful moments in our donors’ lives through high performing fundraising.
Supporter Relations Officer
The post-holder will work towards agreed targets to grow income focussing on:
- Individual Supporters, contributing to the growth and development of CBM’s Mid-Value supporter and Regular Giving strategy.
- Churches and volunteers, developing relationships and support from churches with the propensity to give below £2000 in a year, and contributing to the growth and development of church volunteers (Ambassadors).
The role is part of a small team working to meet agreed targets and provide a positive donor experience. This will be done predominantly through performing outbound telephone calls and taking incoming enquiries to help to gain vital support for CBM.
1.Outbound Telephone Calling (65%)
a. Make outbound calls to potential, existing and lapsed individual supporters, withthe focus on upgrade calls to regular givers, conversion calls to one-offsupporters, thanking some supporters and clarifying Gift Aid status.
- Solicit donations and explain over the telephone how support will transform lives, providing a positive experience
b. Make outbound calls to potential, existing and lapsed church supporters, with afocus on church fundraising and making volunteer requests.
-Over the telephone, encouraging support and explaining the variety of different ways in which churches and volunteers can support CBM, whilst providing a positive experience.
c. To carry out other supporter nurture calls when appropriate.
d. Work towards agreed targets for conversion and income, and within set time-frames for certain campaigns.
e. Follow set briefs and guidelines, but when applicable successfully engagesupporters in conversation in a non-scripted approach.
f. Update the outcome of calls on supporter records on the CRM system (currentlySalesforce). Process donations made over the phone, carrying out mail or emailfollow-up when required, using existing materials and letter templates.
g. To phone supporters who have donated at a specified level to thank them fortheir support and convey the wonderful progress being made as a result. h.Refer follow up actions that are outside of the team’s remit to the relevant teamor individual.
2.Inbound Calls (25%)
Respond to the needs of CBM supporters and the general public through the handling of inbound calls in a prompt, professional, and courteous manner.
a. To act as the first point of contact for those phoning in to CBM UK, responding tostandard queries according to guidelines or putting appropriate calls through tocolleagues.
b. Take and process donations over the telephone.
c. Follow response-handling briefs and when appropriate, identify opportunities toincrease the level or new types of opportunities for support. Refer to otherteams for follow up actions if necessary.
d. Update the outcome of calls on supporter records on the CRM system. Processdonations, carrying out mail or email follow-up when required, using existingmaterials and letter templates.
e. Handle requests and complaints in a respectful and timely manner by offeringsolutions when appropriate.
a. Contribute to the creation and development of guidelines and scripts for in- andout-bound telephone conversations
b .Help develop a culture of enthusiasm and success, which reflects theambitions of CBM.
c. Play an active role across the CBM team, promoting positive working andinnovation.
d. Seek to improve working practice at all opportunities. Ensure that the values ofCBM UK are understood by external partners and always reflected incommunications.
e. Occasional travel throughout the UK, including out of normal office workinghours.
f. Carry out any other duties as required by the Head of Marketing and Director of Fundraising & Communications.
For full details, visit our website.
Apply now with a CV and covering letter