Supporter Relations Officer: Regular Giving and Acknowledgment Lead

To develop and maintain excellent relationships between CBM and its supporters, primarily through outbound and inbound telephone calling. To nurture supporters and increase donations and engagement through excellent ‘customer service’ in our newly established Supporter Relations team.  Ultimately, to help to create extraordinary and wonderful moments in our donors’ lives through high performing fundraising.

CBM works in the world’s poorest places to prevent blindness, improve health and transform the lives of people with disabilities. The role is an important part of an ambitious long-term strategy.

CBM is a Christian charity, and this role will represent CBM’s purpose and ethos to external audiences. As the successful candidate will be required to be confident to pray with a supporter over the phone when requested or appropriate, there is an occupational requirement for the Supporter Relations Officer – Regular Giving and Acknowledgement Lead to be a practicing Christian. The post-holder will also need to adapt the style of communication so it is suitable for Christians and churches from all denominations.

Key responsibilities

The post-holder will work towards agreed targets to grow income, primarily focussing on individual supporters, contributing to the growth and development of CBM’s Mid-Value supporter and Regular Giving strategy. The role is part of a small team working to meet agreed targets and provide a positive donor experience. This will be done predominantly through performing outbound telephone calls and taking incoming enquiries to help to gain vital support for CBM. 

1. Outbound Telephone Calling (65%)

a) Make outbound calls to potential, existing and lapsed individual supporters, with the focus on upgrade calls to regular givers, conversion calls to one-off supporters, thanking some supporters and clarifying Gift Aid status.

b) To carry out other supporter nurture calls when appropriate.

c) Solicit donations and explain over the telephone how support will transform lives, providing a positive experience.

d) Work towards agreed targets for conversion and income, and within set time-frames for certain campaigns.

e) Follow set briefs and guidelines, but when applicable successfully engage supporters in conversation in a non-scripted approach.

f) Update the outcome of calls on supporter records on the CRM system (currently Salesforce). Process donations made over the phone, carrying out mail or email follow-up when required, using existing materials and letter templates.

g) To phone supporters who have donated at a specified level to thank them for their support and convey the wonderful progress being made as a result.

h) Refer follow up actions that are outside of the team’s remit to the relevant team or individual. 

2. Inbound Calls (25%)

a) Respond to the needs of CBM supporters and the general public through the handling of inbound calls in a prompt, professional, and courteous manner.

b) To act as the first point of contact for those phoning in to CBM UK, responding to standard queries according to guidelines or putting appropriate calls through to colleagues.

c) Take and process donations over the telephone.

d) Follow response-handling briefs and when appropriate, identify opportunities to increase the level or new types of opportunities for support. Refer to other teams for follow up actions if necessary.

e) Update the outcome of calls on supporter records on the CRM system. Process donations, carrying out mail or email follow-up when required, using existing materials and letter templates.

f) Handle requests and complaints in a respectful and timely manner by offering solutions when appropriate.

3. Other (10%)

a) Contribute to the creation and development of guidelines and scripts for in- and out-bound telephone conversations

b) Help develop a culture of enthusiasm and success, which reflects the ambitions of CBM.

c) Play an active role across the CBM team, promoting positive working and innovation.

d) Seek to improve working practice at all opportunities. Ensure that the values of CBM UK are understood by external partners and always reflected in communications.

e) Occasional travel throughout the UK, including out of normal office working hours.

f) Carry out any other duties as required by the Senior Supporter Relations Officer, Marketing Manager and Director of Fundraising & Communications.

For full details please download a recrruitment pack.