Job summary We are recruiting for a Supporter Engagement Officer who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. We are an ambitious Hospital charity, and wecurrently raise between £1-2m a year for East & North Hertfordshire NHS Trust which has four sites local to Hertfordshire, including the Lister Hospital (Stevenage) and Mount Vernon Cancer Centre (North London). We are proud to raise funds to enhance the care provided by our wonderful clinical colleagues and to contribute to a positive patient experience. We also support a number of wellbeing initiatives to support our staff. Working for the NHS offers a fantastic benefits package, including a generous pension, agenda for change pay progression, 27 days leave plus bank holidays and flexible working. This is an integral role which aspires to give our supporters the best possible experience on their fundraising journey with the aim of building long term relationships. The role will take a lead on Supporter Care with all donors for the charity team, acting as a helpful and knowledgeable "front-line face" for patients, families, staff and volunteers. At the heart of everything we do are our core values:Include,Respect, andImprove. We encourage you to embrace these values throughout the recruitment process and in your role with us. Main duties of the job Main responsibilities: Manage the start of the stewardship journey for all donors and fundraisers by dealing with all enquiries through email, post or phone or face to face at the office ensuring that we meet the best standards of donor care. The ideal candidate will have a passion for supporter care and ideally have prior experience in a donor support role or experience in customer service, administration as well as data entry. Manage post and charity office filing system. Maintain relationships through regular contact with donors throughout their fundraising journey offering any support or guidance needed to maximise their giving. Act as a dynamic presence, leading and recruiting volunteers, community groups and small companies to organise fundraisers for our charity. Build fantastic connections with patients, NHS staff, volunteers, and our wider community to recruit new donors, fundraisers, volunteers and charity champions. Support in growing the number of supporters playing the hospital lottery and those giving through our hospital 'giving plaques' Support all fundraising activity and represent the charity at events. Manage and maintain the CRM system which includes entering all donor data. Send updates to supporters to retain and increase life-time value and reactivate lapsed donors. Send donation reports to the charity team. Make suggestions on how to improve supporter care and implement these ideas. To recruit and manage office-based volunteers. About us At East and North Hertfordshire NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now. We run the following hospitals: The Lister Hospital, Stevenage New Queen Elizabeth II (New QEII), Welwyn Garden City Hertford County, Hertford Mount Vernon Cancer Centre (MVCC), Northwood We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda. We understand that finding and starting a new job is an important life decision. If you need reasonable adjustments for a disability, or a life event, such as menopause - so that we can consider your application fairly & to get the best out of you during the selection process, please let us know. We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen. Date posted 07 November 2024 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year per annum Contract Permanent Working pattern Full-time Reference number 361-6691748 Job locations Lister Hospital Coreys Mill Lane Stevenage SG1 4AB Job description Job responsibilities Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role. Job description Job responsibilities Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role. Person Specification Qualifications/Training Essential Degree or equivalent professional qualification or equivalent experience Desirable Diploma level qualification in data entry/administration or equivalent experience Experience Essential Demonstrable experience of working within a charity environment or customer facing role Demonstrable administrative experience Demonstrable experience of working within a team environment Advanced experience of Microsoft Excel and office programmes Demonstrable experience of data input Desirable Demonstrable experience working to income/expenditure budgets/targets Demonstrable customer services experience Demonstratable experience and understanding of fundraising events Demonstrable experience of managing a database or CRM system, experience using Donorfy or Harlequin would be an advantage Demonstrable experience of creating reports including financial reports Demonstratable experience cash handling and managing donations Demonstrable experience stewarding supporters/donors Demonstratable experience using online giving platforms Skills Essential Organised and able to successfully deliver a number of projects simultaneously Strong communication skills, both written and oral, in person, online and by telephone Strong command of the English language and strong attention to Collaborative working style and excellent interpersonal skills Strong analytic skills including both words and numbers Ability to problem solve Computer literacy including Microsoft Excel, CRM systems/databases, Microsoft Word and office Willingness to learn and progress Person Specification Qualifications/Training Essential Degree or equivalent professional qualification or equivalent experience Desirable Diploma level qualification in data entry/administration or equivalent experience Experience Essential Demonstrable experience of working within a charity environment or customer facing role Demonstrable administrative experience Demonstrable experience of working within a team environment Advanced experience of Microsoft Excel and office programmes Demonstrable experience of data input Desirable Demonstrable experience working to income/expenditure budgets/targets Demonstrable customer services experience Demonstratable experience and understanding of fundraising events Demonstrable experience of managing a database or CRM system, experience using Donorfy or Harlequin would be an advantage Demonstrable experience of creating reports including financial reports Demonstratable experience cash handling and managing donations Demonstrable experience stewarding supporters/donors Demonstratable experience using online giving platforms Skills Essential Organised and able to successfully deliver a number of projects simultaneously Strong communication skills, both written and oral, in person, online and by telephone Strong command of the English language and strong attention to Collaborative working style and excellent interpersonal skills Strong analytic skills including both words and numbers Ability to problem solve Computer literacy including Microsoft Excel, CRM systems/databases, Microsoft Word and office Willingness to learn and progress Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name East and North Herts NHS Trust Address Lister Hospital Coreys Mill Lane Stevenage SG1 4AB Employer's website https://www.enherts-tr.nhs.uk/ (Opens in a new tab)