Overall Purpose Of The Job We are seeking an organised, proactive, and resourceful Supporter Care and Admin Officer to support the UK Supporter Manager in ensuring the smooth day-to-day running of the function, as well as the provision of excellent supporter services. The role will also ensure the efficient operations and facilities management of our Northern Ireland (NI) office, providing ad hoc administrative support to the NI Director, as well as facilities and admin support to the NI retail function when required. The successful candidate will play a pivotal role in fostering a collaborative and well-organised office environment, enabling the Concern NI team to effectively develop and grow as a regional team. Key Responsibilities Supporter Care Assistance Business Procedures: Contributing to setting up and executing all office and supporter care protocols and procedures. First line support and guidance to the Supporter Care Administrators to deal with queries and ensure the team are working in keeping with the guidelines provided. Donor Interaction:Assist the supporter care team in being the first point of contact for our supporters responding to donor inquiries via reception, phone and email and maintaining accurate donor records. Donation Processing: Support the processing of donations, Gift Aid claims, and acknowledgment letters. Engagement Coordination: Coordinate mailings and supporter engagement activities managing resource to ensure all Fundraising teams are supported. Develop and manage a process and system for storing and destroying sensitive donor and customer files. Deputise for Supporter Care Manager as required Office Management & Facilities Coordination Reception Management:Serve as the first point of contact, managing reception duties, organising displays, dealing with post administration and setting up point-of-sale materials. Office Operations:Oversee daily office functions, ensuring a functional, safe, and welcoming environment. Supplier Management:Manage relationships with suppliers for office supplies, equipment, and inventory, ensuring cost-effectiveness and environmental consciousness. This will include ordering stationery, IT and other equipment, purchasing consumables and dealing with deliveries as needed. Manage all relevant contracts in 365, including pending contract renewals / expiry dates with vendors and suppliers. Inventory Management: Maintain office supplies, including stationery and kitchen essentials, implementing a tracking system to manage stock levels efficiently. Maintenance Management and Coordination: Manage and coordinate maintenance, repairs, and service contracts with suppliers and contractors across the Belfast office and retail outlets. Manage relationship with landlord (Friends Society) of Concerns offices located in the Friends Society building on Frederick Street. collaborating on shared resources and premises, to ensure cost effectiveness and to maximise security and safety and maintenance of the buildings. Health and Safety Compliance:Ensure compliance with health and safety regulations, including conducting DSE and HSE risk assessments, managing fire safety, first aid, and allergy training, and maintaining emergency procedures working with the Supporter Care Manager and UK HR Manager. Budgets: Monitor budgets for office expenses and facilities, track expenditures, report variances, and manage purchase orders uploading to GP and overseeing approval. Financial Administration:Handle petty cash management, credit card reconciliations, and expense processing, including submitting Adobe documents and coordinating with the Finance team. IT Coordination:Liaise with HR and IT departments in London and Dublin to manage staff equipment needs, including ordering and setting up new hardware, auditing existing equipment, and ensuring technological resources meet office requirements. Keep the asset register up to date; process completed risk assessment forms and process orders to ensure available equipment is ordered. Other adhoc IT tasks as required. Promotional Materials Management:Oversee fundraising and promotional stock, track inventory, assess needs, and assist in getting quotes for and ordering new materials. Administrative Support for NI Director (ad hoc) Provide administrative support, preparing for Board meetings, taking minutes, and handling personal expenses. Document Preparation:Assist in preparing reports, presentations, and communications as required. Stakeholder Liaison:Act as a point of contact for internal and external stakeholders on behalf of the NI Director. Meeting Coordination:Set up the boardroom and audio-visual equipment for presentations, board meetings, and team gatherings. Support to Retail Network Administrative Assistance:Provide support to retail operations, including payment processing, gift aid administration, volunteer recruitment enquiries and records management as required. Retail Property Support: Assist the Retail Development Manager with all property related matters, to include co-ordination and maintenance of Shop Health & Safety reviews, shop repairs and maintenance. Maintain records related to retail property operations, such as lease agreements, compliance documents, and performance reports. Shop Manager Liaison:Ensure effective communication with shop managers and address administrative needs promptly.Support the shop management team with donor or, customer enquiries, replenishment of shop administration related materials and distribution of Concern marketing materials and gifts. Cross-Functional Collaboration Interdepartmental Coordination:Collaborate with finance, HR, and other teams to ensure process alignment and adherence to organisational policies. Meeting and Event Support:Coordinate team meetings and events, providing logistical support and ensuring follow-up actions are completed. Communication Hub:Serve as a central communication point across departments within the NI Office. Resource Management:Manage room bookings and update shared team calendars to facilitate smooth operations. General Duties Organisational Values:Uphold and promote Concerns values, ensuring equality, diversity, and inclusion in all activities. Ad Hoc Projects:Handle additional projects and tasks as assigned by the NI Director, Supporter Care Manager and Retail Development Manager. Process Improvement:Continuously seek opportunities to enhance office efficiency and team collaboration ESSENTIAL SHORT-LISTING CRITERIA Experience & Knowledge Experience in a supporter care, customer service, or donor relations role, handling inquiries professionally Experience managing financial administration tasks (e.g., petty cash, expense processing, purchase orders). Familiarity with health & safety regulations and compliance (e.g., risk assessments, fire safety, first aid). Experience coordinating with multiple stakeholders, such as suppliers, landlords, fundraising teams, and senior management. Skills & Competencies Excellent organisational skills, with the ability to multi-task and manage competing priorities. Strong communication skills (verbal and written), with the ability to liaise effectively with internal and external contacts. Attention to detail and accuracy in record-keeping, document preparation, and financial processing. Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to work with CRM/databases (e.g., Dynamics 365 or similar). Ability to problem-solve and improve processes to enhance efficiency in office operations. Personal Attributes Proactive and resourceful, with the ability to work independently and take initiative. Team player with a collaborative approach and willingness to support colleagues. Ability to handle confidential information with discretion and professionalism. Strong commitment to the values of an international development charity, including diversity, equality, and inclusion. Desirable Criteria Experience in the charity or fundraising sector. Knowledge of Gift Aid administration or working with retail operations in a charity setting. Experience in event coordination or supporter engagement activities. Understanding of budget management and supplier contracts. Enhanced criteria: Facilities Management:Familiarity with facilities management and contractor coordination. Executive Support Experience:Experience supporting senior management in an administrative capacity. Sector Knowledge:Knowledge of retail operations or supporter care in a charity context. Industry Insight:Understanding of international development or the charity sector. Skills: Excellent customer service Financial administration Communication Proactive Donor relations Health & Safety Attention to detail Benefits: Office closure between Christmas Day and New Year Annual leave purchase scheme Enhanced parental leave pay 25 days annual leave Stakeholder pension Access to Employee Assistance Programme (EAP) Life assurance