Job Purpose
Job Title : Administration Assistant - Supporter Care
Advertised Salary : £24,000 benefits
Location : Birmingham Hub Location.
We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water.
Every role across the Trust plays its part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.
We are looking for a Support Care Assistant to join the Trust to assist the Supporter Journey Manager to administer all aspects of the supporter care and retention programme.
The role holder will help set up and run the supporter retention programmes, in particular, but not exclusively, Friends, helping the Supporter Retention and Engagement Manager will all aspects of this work.
Knowledge, Skills / Qualifications & Experience
Key accountabilities :
Manage supporter correspondence to an exceptional standard, ensuring service level agreements are met - manage the supporter cases and complaints, which includes correspondence with supporters;
ensure that SLAs are set and met and seek advice and help to ensure all supporter queries are answered. This will be done in Sugar CRM.
Ensure that new supporters receive an exceptional Welcome Journey - extract data from our systems to ensure fulfilment of Welcome packs for all new supporters;
ensure all supporters have welcome call and will supply welcome call data & will check returned data.
Manage direct debits for new regular givers - manage queries around the set-up and processing of all new direct debits including electronic data;
import new direct debits signs ups from suppliers and ensure that all information is stored correctly in the Trust CRM system.
Provide relevant documentation around new processes that are created within Supporter Care for others to learn and develop from.
Manage the database of supporters in Sugar CRM - all supporter feedback and changes to status or preferences are recorded accurately in the CRM and actioned as appropriate;
take a proactive role in suggesting where better processes, systems and procedures should be put in place
Support the wider Supporter Development Team Managing the teams navigate and sharepoint space; taking on additional administration support as agreed by line manager and when appropriate making recommendations for future products and campaigns.
Knowledge, experience & skills :
If you have any questions about this role, please contact We'd love to hear from you.
We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.
What We Offer
In addition to your salary of £24,000 , you will benefit from a competitive contributory DC Pension scheme arrangement, great holiday entitlement and numerous other employee benefits, including several salary sacrifice benefits, all of which can be found here ().
At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust.
We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.
Last updated : 2024-05-07
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