Title: Supporter Care Administrator

Reporting to: Individual Giving Manager

Direct Reports: None

Key relationships: Individual Giving Manager, Individual Giving Officer, Supporter Retention Officer

Grade: 1 (salary range €26,000 - €30,000)

Contract Length: Permanent

Brief overview and Purpose of role

Plan International Ireland is looking for a dynamic individual to engage with, and provide exceptional supporter care to, our sponsors and public supporters.

Reporting to the Individual Giving Manager, you will assist the Supporter Retention Officer in nurturing the relationship between Plan International Ireland and our highly valued new and existing supporters. 

Duties will include the management of incoming communications from supporters, processing and recording of donations and updating supporter information, including marketing consents in line with GDPR. You will nurture supporter relationships through the efficient implementation of supporter journey communications, across a variety of channels including telephone, email, post and in a face-to-face capacity.   

You will be responsible for the day-to-day administration of the Fundraising and Communications office including the maintenance of office supplies, monitoring the phones, email inboxes and door and processing incoming post including tax forms, donations, and sponsorship correspondence.  

This is an exciting time to join Plan International as we continue to implement our focus on supporting 100 million girls to help them Learn, Lead, Decide, and Thrive!

About Plan International Ireland

Founded in 1937, Plan International is a children's organisation that fights for children's rights, particularly girls, who live in the poorest regions of the world. We are an independent organisation with no religious, political, or governmental affiliations. Our vision is a just world that advances children's rights and equality for girls.

We work at local, national, and international level across over 70 countries to influence governments to tackle the root causes of child poverty and to create a more equal world for girls. We work with communities to advance education, advocate for an end to FGM and child marriage, amplify girls' and women's voices and much more. During emergencies, we save lives and ease suffering by providing shelter and sanitation, while also creating safe spaces to protect and keep children in school.

Established in 2003, Plan International Ireland is a young and dynamic organisation that influences and supports Plan International's work worldwide.

Plan International Ireland have been certified as one of Ireland's Best Workplaces in 2020 and 2021.

Key roles and responsibilities

Supporter Care & Engagement

·      Be the first point of contact for Plan International Ireland's supporters and potential supporters responding to incoming correspondence via phone, email, post and in-person.

·      Respond to supporter enquiries, concerns and complaints in a warm and professional manner.

·      Nurture supporter relationships through the efficient implementation of supporter journey communications including outbound thank you and welcome calls, fulfilment of welcome packs and management of inbound and outbound sponsorship communications.

·      Engage, inspire and motivate the public to support Plan International Ireland in the most appropriate way.

·      Liaise with Plan International National and Country Offices on sponsorship issues and requests as required.

·      Ensure up to date knowledge on supporter care as a key part of our fundraising model for recruiting and retaining donors.

Donor Administration

·      Process incoming donations from a variety of supporters including individuals, corporates and schools. Ensure online donations are allocated to the appropriate funds in accordance with the wishes of the supporter.

·      Ensure the donor database is maintained to a high standard and that all data is input accurately and in line with GDPR regulations and Plan International Ireland's CRM processing guidelines. Ensure all requests for information or materials are accurately recorded and fulfilled.

·      Process tax forms to support annual tax refund applications.

·      Process and dispatch sponsorship communications using our bespoke Child Data Management (CDM) platform and ensure platform is maintained to a high standard in line with Plan International's CDM processing guidelines.

Other

·      To be informed on relevant development issues and promote positive and consistent messaging to all stakeholders.

·      To ensure that all activities undertaken on behalf of Plan International Ireland externally or internally, are executed in accordance with the overall purpose of the organisation and in line with our policies and procedures.

·      To participate in training and other activities as requested by the organisation.

·      To support the Individual Giving Manager and other relevant staff and keep them informed of pertinent sponsorship related matters.

·      Other duties as required by the Individual Giving Manager.

Person specification

Skills and abilities

You will have initiative and experience of managing and prioritising your own workload, meeting tight deadlines and working under pressure.

You will have excellent attention to detail, and experience of managing a wide and varied workload.

You will possess excellent telephone, communication, interpersonal, and teamwork skills.

You will have empathy and appreciation to all our donors, handling any issues that may arise in a timely and respectful manner.

You will have strong Microsoft Excel and Microsoft Word skills.

You will have a commitment to gender transformation, and the values of Plan International Ireland.

Level of experience required

Administrative experience in a busy office environment, with a high level of accuracy and attention to detail

Previous experience in a front-line supporter/customer care role in a similar supporter/customer service environment.

Competencies

Communicating with all stakeholders: be able to communicate our vision using clear and concise messaging. You will have the ability to influence, advocate, and profile our work.

Working creatively, effectively, and efficiently: always ensure that impact is the core feature of our work and maintain continuous improvement in everything we do.

Salary and benefits

Plan International Ireland operates a salary scale, as well as a broad range of employee benefits.

This role is graded as a Level 1 within our salary scale, with an expected range of between €26,000 and €30,000. Placement on the scale will be dependent on level of experience and fit within the role.

In addition to salary, Plan International Ireland provides a number of employee benefits, some of which include:

-       Private Health Insurance for all employees (from commencement date)

-       Matching company pension contributions up to 5% (once probation is complete)

-       Flexible working hours (core hours of 10am to 4pm daily, minimum of 37 hours per week)

-       Commitment to training and development.  

-       25 days annual leave, increasing with length of service up to 30 days.

Location

The Plan International Ireland office is located on Harrington Street, Dublin 8 (across from Brother Hubbard's). We are just a stone's throw away from the bustling and busy Camden Street area, with its many coffee shops, bars, restaurants, and much more! Our nearest LUAS stop is Harcourt Street.

As an employee you will also be able to sign up to the Bike-to-Work scheme, or the TaxSaver scheme for DART, LUAS, and Dublin bus users.

Please note this role is a full-time, office-based role.

To apply

Please submit your CV along with a letter outlining why you feel you're the right person for the role by Friday 9^th of June.

Please note that applicants must have a valid work permit at the time of applying to enable them to work in Ireland.

Safeguarding

Plan International is committed to safeguarding people within our programmes from exploitation and abuse and has specific policies on this commitment (including a Code of Conduct) which outlines the expected behaviour and the responsibility of all staff, consultants, and other organisational representatives.

Any candidate offered a job with us will be expected to sign our Safeguarding Policies and Code of Conduct as an appendix to their contract of employment and agree to conduct themselves in accordance with the provisions of these documents. Specific roles may require police/Garda vetting.

This document is not intended to be an exhaustive job description - it serves only as an overview of the role.