Supporter Experience Executive (Fixed Term)

at  The Air Ambulance Service

ABOUT US:

The Air Ambulance Service provides two very important functions, Helicopter Emergency Medical Services (HEMS) and The Children’s Air Ambulance (TCAA) which provides paediatric transfers across the UK. Our objective is to save lives, utilising specialist pilots, doctors, and paramedics and with our work centred on saving lives, improving clinical outcomes and being able to react quickly and efficiently to emergencies.
We are at the forefront of innovative clinical care, and we challenge boundaries.
Every day our charity is tasked with a unique set of missions which we respond to with our fantastic services, all of which are funded entirely by voluntary donations, trading and fundraising activities we undertake. This ethos remains at our core; we are here to work alongside and help the NHS without using their available funds. The impact we make with our services is to keep people alive, keep families together, to let children grow into adults and to enable the NHS to carry out more work than they would have been able to without our support.
We also impact our communities by creating jobs, taking actions to improve the environment, bringing people together as volunteers and creating worthwhile training and experience opportunities.
Our work is only made possible by the wonderful support and generosity of the public, together with the dedication, skill and enthusiasm of staff and volunteers in all areas of operation. This support enables us to invest into our operational services, into developing staff and volunteers and into our future financial stability to protect the services needed now and in the future.
Job title: Supporter Experience ExecutiveLocation: Rugby (hybrid)Hours: 16Salary: £12 per hourClosing date: 9th August 2024Interview Date: 16th August 2024Please note that this is a fixed term contract, ending 9 months after the commencement of employment

JOB PURPOSE

This role will provide a first-class response to the supporters via all channels of communication, dealing with their enquiries or complaints efficiently and responsibly. The role will manage multiple mailboxes, obtain and evaluate relevant information, and maintain supporters’ contact records in the database.
The Executive will develop rapport with supporters to increase their loyalty to the cause and retain or increase their support, process donations and provide administrative support to all fundraising campaigns and events.

KEY RESPONSIBILITIES

• Ensure all supporter contact is dealt with politely, efficiently, and responsibly within agreed SLAs
• Log valuable information gleaned from our supporter contact via the Feedback System in the case of compliments, complaints or dissatisfactions to respective stakeholders; be it positive feedback or complaints to ensure continuous improvement
• Ensure new supporters are processed and welcomed and placed onto the most relevant supporter journey
• Deliver fulfilment of thank you letters, fundraising materials and supporter journeys are delivered within agreed SLAs
• Support Senior Supporter Experience Executives and the Supporter Experience Manager to introduce and design best practice business processes aligned to a fast-paced environment, aiming to deliver great supporter experience

COMPLIANCE RESPONSIBILITIES

All colleagues hold additional responsibilities regarding:

• Health & Safety and Environment.
• Safeguarding
• Data Protection
• Equality, Diversity, and Inclusion
• Quality

You are expected and encouraged to raise and escalate appropriately any potential breaches or areas for improvement regarding the above.