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Home-based

Up to £26000.00 per annum

Permanent, Full-time

Job description

Eden Brown is working with an amazing international children's charity to recruit a Senior Supporter Care Officer. This is a home-based role with regular travel to their London and/or Cambridge offices.

The Senior Supporter Care Officer will ensure excellent supporter care is provided to all of the charity's Individual Giving supporter types, including sponsors, committed givers, cash supporters, community fundraisers, groups, challenge eventers, and general enquirers. The role has a particular focus on cultivating mid- and high-value supporters, and legacy pledgers. With excellent communication skills and outstanding attention to detail, you will be self-motivated and capable of multi-tasking and prioritising.

Key duties include:

* Communicating with supporters in a prompt, helpful and professional manner via telephone, post, and email.

* Thanking donations in accordance with the supporter care strategy and donor journeys. Sourcing information and case studies for thank you communications.

* Directly negotiating with supporters who want to cancel their regular donations, attempting to reactivate recently lapsed supporters and helping to develop cancellation and retention strategies.

* Maintaining a central overview of, and managing the communication cycle and engagement plans for, mid- and high-value supporters. Ensuring and developing appropriate stewardship and tailored communications either directly or by co-ordinating with a donor's charity communications lead.

* Working closely in collaboration with the Senior Development Manager (who works in the Corporate Partnerships team) to jointly lead on the production and delivery of regular online supporter events, ensuring good cross-selling across the team.

* Supporting the development and implementation of a legacy marketing programme for UK supporters.

* High quality stewardship of legacy pledgers and enquirers in accordance with their donor journey.

We are looking for someone with demonstrable experience with supporter care, individual giving and mid- or high-value donors, excellent communication skills both written and verbal, excellent attention to detail with strong organisational skills with ability to manage multiple tasks by prioritising effectively.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer.