Role: Supporter Care Administrator

Reporting to: Head of Individual Giving

Background and Context: Children's Health Foundation is focused on raising funds to fulfil our mission of providing world-class medical facilities, research and compassionate loving care for every sick child in Ireland cared for in Children's Health Ireland (CHI) hospitals and urgent care centres. Children's Health Foundation supports CHI at Crumlin and Temple Street Children's Hospitals, National Children's Hospital Tallaght and Connolly Urgent Care Centre.

The creation of Children's Health Foundation in 2019 brought together the existing Temple Street Foundation and The Children's Medical and Research Foundation Crumlin to continue to support Ireland's sickest children in their treatment journey today, tomorrow and into the future.

Role Purpose:

You will play a key role in supporting and developing the Children's Health Foundation's Individual Giving donor base, by providing frontline day-to-day supporter care in response to inbound queries, as well as on supporter care focused outbound call campaigns, including but not limited to regular giving anniversary thank you calls, new donor thank you calls, direct debit rejection calls.

You will also provide admin support to your colleagues in the Individual Giving team (and across the organisation as required) to ensure smooth, efficient running of other key fundraising acquisition, retention and reactivation activities and to provide best-in-class supporter experience. As an example this could include but is not limited to sending donation acknowledgment letters, legacy correspondence, rejection & cancellation correspondence, invoicing, logging/updating supporter information on CRM and from time to time supporting other activities within the wider fundraising team.

Key Responsibilities:

•             Be a team player to identify opportunities to grow income levels from individual giving supporters and ensure they receive the best support possible

•             Support the critical goals of the individual giving team to reduce attrition, increase the volume of regular givers and single cash donations and increase lifetime value

•             Communicating warmly, professionally and effectively with supporters on the telephone across several outbound supporter care and retention campaigns

•             Provide administrative support for the team

•             Manage the receipting process to ensure all donations are effectively acknowledged in a timely manner

•             Manage the legacy correspondence process in a timely manner

•             Run the direct debit cancellation and rejection correspondence process to ensure timely communication to supporters

•             Answer enquiries from supporters in an appropriate manner and deal with enquiries and requests efficiently

•             Accurately updating supporter information on CRM in accordance with inputting guidelines and processes

•             Work across fundraising campaigns and activities as directed by the Head of Individual Giving

•             Provide reception cover, as required

•             Work from our hospital hubs from time to time

•             Be a proactive team player who will undertake additional project work as assigned

NOTE: The above is not an exhaustive list of responsibilities and appears as a guideline only: all Children's Health Foundation employees work as a team, with one common goal.

Experience       

•             A minimum of one years' experience in sales, marketing, fundraising or customer care

•             Experience interacting and building relationships/rapport with customers/donors by telephone is desirable

•             Employment experience in a similar role is desirable

•             Experience with databases desirable, we use Salesforce

•             Possess strong organisational skills

•             Possess strong attention to detail

•             Proficient IT skills particularly MS Office including Excel and Word

•             Be a team player who enjoys providing support to other teams who have an urgent need

•             Flexible to attend external events or presentations as required, this could be in the evening or at weekends on occasion

Terms and Benefits      

•             Fulltime, permanent role on Administrator salary band (from €27,162.50 per annum) depending on experience

•             Flexible hybrid work policy

•             Incremental salary scales

•             Cycle to Work Scheme

•             PRSA: up to 6% contributory after six months service

•             TaxSaver Commuter Ticket Scheme available

•             Employee Assistance Programme

•             Training and Education grant

•             Access to paid sick leave after six months service

•             21 days annual leave and five privilege days per annum

We are an equal opportunity employer. We are committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. 

If you believe you need a reasonable accommodation to complete any part of the application or hiring process, please send an email to jobs@childrenshealth.ie

This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Informal enquiries: For informal enquiries or further information, please contact:

Caroline Cummins, Head of Individual Giving ccummins@childrenshealth.ie  

Applying: Please send your CV and cover letter outlining your relevant experience to jobs@childrenshealth.ie by 12pm Wednesday 12^th June 2024

*Applications must be submitted via our jobs e-mail address. Please note we do not require the assistance of recruiters at this time. Thank you.*