Job Overview We are looking for an individual interested in developing a career in legacy case management and in memory giving to join our team as our new Legacy & In Mem Assistant. This role involves supporting the legacy team in all aspects of case management, managing the day-to-day administration of all in memory giving and providing excellent donor care, with a focus on establishing long term relationships to support donor engagement. We are looking for an individual with some of the key skills and some related experience, but we are also committed to supporting learning and development in the role. This person will be part of a small but high performing team generating significant fundraising revenue from legacies and in-mem giving. We are looking for someone who shares our values and is confident in demonstrating them through the quality of their work. You must possess the ability to show compassion and sensitivity when dealing with bereaved family members. Purpose of role To directly support the legacy team in all aspects of case management To effectively manage the day-to-day administration of all in memory giving including donor communications and recognition to optimise funds from this income stream To provide excellent donor care, with a focus on establishing long term relationships to support donor engagement To maintain accurate records on all systems and databases. Responsibilities In Memory Provide first point of contact and ongoing (sensitive) communications for all In Memory supporters, family members and funeral directors including acknowledging donations Accurate recording of all income, reconciling digital and offline gifts and providing memorial fund updates Maximise in memory income through Gift Aid collection, encouraging repeat giving and providing excellent supporter care Support families where appropriate with recognition of gifts with a focus on driving them towards our online option Ensure efficient In Mem administration, suggesting improvements to systems To work effectively with the Marcomms team and assist in the development of related marketing and donor care materials including online content and the Tribute Funds platform. Legacy Record new notifications of legacy gifts from the Smee & Ford notification service, solicitors and lay executors Ensure accurate and efficient updating of the legacy (First Class) and supporter (Donorfy) databases, together with maintaining legacy management and in memory reporting systems Support the administration of legacy cases, including responding to routine correspondence, acknowledging, processing and recording income and maintaining up to date records Efficiently manage an active caseload (primarily pecuniary) taking appropriate steps to ensure income optimisation. General Work with the Finance team to ensure income reconciliation and recognition of restricted funds. Promote and deliver the highest standards of care, respect and support to donors, colleagues and others Undertake other duties as may be required and which are consistent with the nature of this role. Experience: Excellent customer care, ideally delivered in a charity/care setting although we welcome candidates with other relevant experience Able to carry out detailed work accurately, including the management of sensitive and confidential data Experience of managing a range of stakeholder relationships including donors, suppliers and professionals Ability to prioritise workloads and manage multiple tasks whilst operating in a hybrid working environment. Skills: Confident communicator with the required emotional intelligence to deliver key tasks effectively across a range of mediums and with a range of stakeholders Numerate with a good understanding of financial information and ability to analyse data Fully computer literate, working with the range of MS products within the 365/Teams environment and skilled in remote working practices. Personal behaviours/characteristics should include: Self-starter who is an independent thinker Enjoys and embraces the opportunity for change, particularly working in a digital environment Able to manage own priorities as noted in a hybrid environment Commitment to our values, modelling those in all aspects of work We reserve the right to update and amend this job description to ensure it accurately reflects the role. This will be agreed in consultation with the job holder.