Job Description

Purpose

To develop and maintain excellent relationships between CBM and its supporters, primarily through outbound and inbound telephone calling and line managing other callers. To nurture supporters and increase donations and engagement through excellent ‘customer’ service and management of a 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 this is requested or appropriate, there is an occupational requirement for the Supporter Relations – Senior Officer 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 from legacies through performing outbound telephone calls and take incoming enquiries to help to gain vital support for CBM.  Additionally, the role will have line management responsibility for a small team working to provide a positive donor experience for individual supporters, churches and volunteers.

1. Outbound Telephone Calling (50%)

a. Make outbound calls to individual supporters, with the focus on inspiring and positive discussions on the possibility of support through legacy giving.

b. To carry out other supporter nurture calls when appropriate, including soliciting donations over the telephone while providing a positive donor experience.

Work towards agreed targets for positive legacy conversations, and within set time-frames for certain campaigns. Follow set briefs and guidelines, but as appropriate successfully engage supporters in conversation in a non-scripted approach.

c. 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.

d. 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.

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

2. Inbound Calls (20%)

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

a. 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.

a. Take and process donations over the telephone.

b. 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.

c. 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.

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

3. Team Development, Planning and Reporting (20%)

a. Line management of Supporter Relations Team staff and volunteers in line with CBM UK’s staff management policies and procedures. Ensure team members are appropriately trained, briefed and motivated to achieve their objectives and recruit to these posts when necessary.

b. Supported by the Supporter Growth team, create and develop guidelines and briefs for in- and out-bound telephone conversations.

c. Carry out telephone training.

d. Plan calling activity and carry out detailed tracking and reporting of calls and results, to ensure both individual and team targets are met. Evaluate calling against aims and ensure key learnings are followed through promptly to increase the effectiveness of future activity.

4. Other (10%)

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

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

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

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

e. Carry out any other duties as required by the Marketing Manager and Director of Fundraising & Communications.

For full details please download a recruitment pack.