Supporter Services Advisor at ActionAid Nigeria

Reporting to: Head, Resource Mobilisation
Grade: 6

Job Purpose

• The post holder will build and maintain relationships between supporter’s and ActionAid Nigeria through verbal and written communications from existing and potential supporters and members.
• Process voluntary income and associated data received at the organisation’s offices, identify supporters with additional or different potential and pass the information to relevant teams to further develop the relationship.
• S/he will also supervise the child sponsorship component of AAN work.

Specific Responsibilities
Provide a warm, welcoming, efficient, proactive and professional ‘one stop shop’ service to supporters and potential supporters of AAN to build and maintain the relationship between our supporters and ActionAid Nigeria:

• Working as part of a team, maintain open communication channels with donors, members and prospective supporters by telephone, letter and the Internet. Ensure that all enquiries are handled within agreed standards.
• Process community sponsorship income ensuring that the correct income code is allocated and recorded on the database within agreed timescales. Reconcile all national fundraising income with Finance, producing and maintaining records of reconciliation.
• Produce, personalise, check and post all thank you letters to ensure a high quality ‘Maximum 24 hour’ thanking service.
• Proactively discuss the work of the charity and engage with the supporter (where relevant) about their relationship with AAN
• Advise on how to donate money to AAN that suits the supporter and their circumstance
• Maintain accurate supporter records.
• Ensure all filing and paperwork storage is maintained to the highest standards.
• Assist members of the fundraising team with their administration of other fundraising activities and, from time to time, attend fundraising events out of office hours.
• Any other tasks, duties or projects which may arise from time to time and which are appropriate with the general level of this position and as directed by line manager.
• To ensure that AAN’s reputation is upheld

Process all voluntary income received by the organisation at national office and ensure all supporter data and information is entered onto the database accurately:

• On a daily basis code and record the donations received at national office in the CRM database.
• In line with current procedures, update the database with details of changes to mailing preferences, new addresses, new names and deceased individuals and all other relevant information is transferred onto the database
• Process all payment types, including credit/debit cards, cheques, standing orders, bank transfers and vouchers
• Contact supporters in regard to incorrect or failed payments
• Interpret our bank statement import and ensure that all donations are accurately recorded on the database or are passed to Finance as ‘Other Income’.
• Process all data in line with the Data Protection Act

To ‘prospect’ supporters and to spot opportunities for AAN to further build and develop relationships:

• Through the daily work of the team, spot any supporters who may have additional potential in terms of giving money to AAN (eg. Titled, private banks, mentions of companies, trusts or a potential major gift)
• Manage all complaints, suggestions and issues coming from supporters through the helpline
• Refer any detailed requests for information about our poverty eradication programmes to the relevant LRP team
• Refer any contact from celebrities or the press to the relevant person in our Fundraising/Communications Team.
• Take an interest in the stories from our supporters that may potentially be useful as case studies and pass the information to the relevant team members for follow up
• Make regular contact with individual supporters to ensure effective participation, motivation and sense of being part of the group. This includes initiating creative ideas to keep the supporters engaged

Generate data relating to all supporters’ profile and Key Performance Indicators (KPIs):

• Provide weekly link report
• Contribute to supporter service unit annual planning
• Analyze existing data relatingto supporters’ and prospects’ profiles

Child Sponsorship:

• Ensure effective communication processes between Funding Affiliates (FAs) and ActionAid Nigeria
• Oversee documentation on the Sponsorship data base - Nkonsonkonson (NK)
• Provide advice on data accuracy and interface with NK2
• Contribute to the design and production of sponsorship service materials i.e. message forms, case history and photo update cards
• Contribute to the wider development of Sponsorship policy and practices in ActionAid Federation and support relationships on these issues with other parts of the organization.

Internal Relationships:

• AAN team

External Relationships:

• Supporters, members and the general public

Education/ Qualifications
Essential:

• First degree in Social Sciences or Arts/humanities

Desirable:

• Membership of relevant professional Institute
• Master’s degree in relevant field

Experience
Essential:

• At least four year post NYSC experience
• Experience in a similar position in the development sector
• Proven experience of delivering effective customer service/supporter care

Desirable:

• Experience of using a Customer Relationship Management database system.

Skill Abilities
Essential:

• Strong communication and writing skills
• Computer literate with ability to use Microsoft office software in particular Word, PowerPoint, Excel and Outlook
• Excellent customer care skills with the ability to deal with customer enquiries in a diplomatic and sensitive manner
• Ability to develop positive working relationships with a range of people internally and externally
• Ability to multi task
• Excellent planning and prioritization skills

Desirable:

• Highly numerate and accuracy skills

Personal Qualities
Essential:

• A person of integrity, creative and takes initiative, able to work effectively in a diverse team environment
• Willing to work additional hours at crucial times.
• A self-motivated person able to work with minimum supervision
• Able to effectively promote the AAN’s mission values, and objectives