One team inspiring others to engage and support the fight for young lives vs cancer
At CLIC Sargent we are One Team with One Target. It is our mission to ensure that everyone under 25 with
cancer, and their families, get the support they need to thrive, not just survive. As a member of the Income
and Engagement team, you have a fundamental role in helping us to deliver on our promise to support
young people and their families to deal with the effects of cancer, both during and beyond treatment.
We will do this by working with our supporters and donors in ways that most help them maximise the
contribution they can meet to achieving this objective. This role, working together with others in the
directorate and the wider Charity, will help us achieve this through professional support, engagement and
MAIN JOB PURPOSE
To maximise our investments into income and engagement by providing efficient, effective and high-quality central support across all of our programmes and supporter groups. This is a wide and varied role that will include efficient supporter donation processing and recognition, data processing, internal and external fulfilment requirements, complaints investigation and reporting. Requirements of the role will evolve as and when the business’ requirements change.
To deliver a quality and efficient service to internal and external customers to support the delivery of the Income & Engagement strategy and targets.
To support long term supporter engagement through accurate administration of their gifts, data,
requirements, effective communication and adherence to their wishes.
Support the delivery of the Operation Team’s objectives by undertaking operational tasks relating to all
central operations services.
All Operations Administrators will hold general responsibilities but may specialise in certain areas based on resource and business requirements.
Responsibilities will include a balance of the following:
Responsible for the effective day-to-day processing of all supporter-related post
Income coding, recording and receipting
Processing Gift Aid claims
scanning and recording of gift aid declarations and to ensure compliance to HMRC and any other
Data cleaning, updating and recording
Handling online giving, card payments and events payments
Storage and document handling
Undertake routines to include data preparationimports, batch processing, financial adjustments, and
reconciliations when required.
Effective day to day processing of fulfilment requests and stock control
Administration, processing and investigation of supporter complaints
Participation in quality control activities e.g. mystery shopping
Ensure supporters are contacted and queries addressed in accordance with agreed processes and to agreed service standards for the team.
Actively provide a high standard of customer service to all internal and external customers.
Communicate any critical issues facing the team to team leader in a timely manner.
Provide support to colleagues in team and back-fill their duties when necessary.
To maximise Gift Aid income and ensure full regulation compliance for designated area of work
by identifying opportunity, responding to regulation changes or recommendations, implementing quality control and supporting and developing colleagues.
Specific expectations in key policy areas;
Everyone working in the Income and Engagement Directorate at every level, must:
Make safeguarding children, young people and vulnerable young adults a priority
Take care of your own health and safety and that of others
Ensure that you treat information and data professionally, using it only for the purposes that CLIC
Sargent has said we would; respecting the confidentiality and privacy of our supporters, clients and staff and taking active steps to dispose of information and data when it is legally required.
Treat your colleagues with respect and ensure that you are sensitive to and adjust any behaviours that they have reasonably indicated they find unacceptable This means that in your role you must;
accept that you are personally responsible and accountable for ensuring you understand these policies
and procedures regulation and CLIC Sargent best practice.
take active steps to do so and make sure that this is a priority in your daily work
make sure you attend any briefings and training to help you do so and co-operate with your manager
WORKING RELATIONSHIPS AND CONTACTS
Works closely with the Team Leader to take instructions on daily operational task allocation.
Works closely with all colleagues in the Operations team to ensure agreed service standards are consistently met.
Our values are a key part of who we are and what we do, its important that you have integrity, you are brave, you are confident and you work with others as One Team.
Adhere to the CLIC Sargent Equal Opportunities policy in all activities and to actively promote equality of opportunity wherever possible.
Any other reasonable duties as directed by or agreed with line manager.
To be a CARE and IT super user, and train and support other members of your team to be able to use our IT and CARE systems.
The responsibilities of this post and reporting structure will be periodically reviewed.