Section 1 - Position Details

Full Role Title

Supporter Care Advisor

Report To

Department

Marketing & Fundraising

Location

Auckland

Job Type

Permanent/Full-time

Section 2 - Purpose of Position

To strengthen the relationship between Blind Low Vision NZ and its supporters by providing superb service to donors and supporters by answering phone and email queries. This is an important and highly administrative role, centred on caring for Blind Low Vision NZ supporters.

Its purpose is:

· To be a supporter champion, playing a key role delivering value and outstanding experience for Blind Low Vision NZ supporters, improving supporter retention and loyalty, and providing customer insight to influence strategy.

· To provide a quality service to supporters through the efficient and accurate processing of donations and maintenance of personal and financial records.

· To be the subject matter expert on Regular Giver supporter care and leading on all aspects of regular donation processing.

· To be the first point of contact for the Fundraising team for regular giving Supporter Care related enquiries.

This role is primarily the first point of contact for our donors and also provides support to the Engagement & Marketing department and Blind Low Vision’s regular donors. In addition this role fulfils other important functions that help Blind Low Vision NZ achieve its supporter care objectives.

Section 3 - Objectives and Tasks

Be the first point of contact for Blind Low Vision NZ supporters and potential supporters dealing with enquiries, requests for information and complaints

Inbound calls

Serve as first point of contact for supporters and donors who call Blind Low Vision. Ensuring they are left with an experience that stands out amongst the best of donor experiences by providing excellent, personal customer service
Respond to supporter enquiries on all aspects of Blind Low Vision’s work
Work to collaboratively with regular donors wanting to cancel their regular gift by providing options for them to continue their donation in a way that supports both the donor and Blind Low Vision
Respond to concerns whilst ensuring donors receive an exceptional experience and making sure all calls end on a positive note, encouraging continued support of Blind Low Vision through fundraising, giving, advocacy or volunteering
Ensure all interactions exude warmth and gratitude incorporating a high level of listening and empathy

Outbound Calls

Support the outbound calling programme thanking current donors to Blind Low Vision
Inspire and motivate donors to both continue giving and where needed to re-engage with us
Implement the regular giving decline management programme meeting targets of updated donor payment details to ensure continuation of donation through outbound calling and follow up communications
Call donors wishing to cancel with the aim to work collaboratively with the donor by understanding their motivations and provide alternative options, achieving set targets
Ensure all interactions exude warmth and gratitude incorporating a high level of listening and empathy

Written supporter communication - Outbound

Respond to supporter enquiries on all aspects of Blind Low Vision’s work
Respond appropriately to concerns by email or letter or social media. Ensure supporters receive a positive experience with Blind Low Vision while receiving excellent service encouraging continued support of Blind Low Vision through fundraising, giving, advocacy or volunteering
Ensure all requests for information or materials are accurately fulfilled and recorded in a timely manner
Ensure all supporter interactions are ended on a positive note and filled with gratitude
Thank and process donations within agreed turnarounds times, including non-standard and/or high value donations.
Implement the decline management programme and our reminder programme, demonstrating a high attention to detail to ensure communications are sent within agreed timeframes.
Write handwritten cards and notes to thank supporters, and to follow up on communications
Write and update standard letters and email templates where appropriate, in order to improve the customer experience and improve efficiency when responding to regular questions about Blind Low Vision
Keep all in-house and fulfilment agency letter templates up-to-date and well presented on the supporter database

Maintain integrity of information held on the supporter database (Salesforce)

Ensure all supporter communication is recorded in our database, ensuring detailed and accurate notes of interactions are recorded
Ensure that records on the database are correct and updated where necessary

Keep up to date with the work of Blind Low Vision and issues relating to blindness and low vision

Become familiar with the work and services of Blind Low Vision and know how to progress enquiries through appropriate questioning
Ensure up-to-date knowledge of Blind Low Visions fundraising initiatives and supporter products in order to promote them to supporters and respond effectively to supporter enquiries.
Liaise with other staff within the team and across the organisation to acquire specific information to answer supporters’ enquiries

Create and update Supporter Care knowledgebase

Create and regularly maintain Supporter Care knowledgebase, outlining commonly asked questions about any aspect of Blind Low Vision’s work or policies
Maintaining logical and organised methods for storing information, to ensure that it is easily accessible both for personal reference and for use by other members of the team

Continuous improvement

Continuously search for ways of improving processes, in order to ensure consistency of our response, while delivering excellent customer service in a busy and changing environment
Feedback comments to Fundraising colleagues on any responses to supporter communication.
Use positive and negative supporter feedback to influence the activities of other teams and create a supporter focused organisation
Ensure all new processes or changes to current processes, within the team are documented and the team made aware of these updates

Teamwork

Work flexibly to support Supporter Care colleagues with day-to-day and project work, carrying out tasks for and with colleagues as required during busy periods or during leave
Represent Blind Low Vision at external supporter events if required
Undertake any other responsibilities, tasks or activities as reasonably required.

Health and Safety

Ensure that the Health and Safety Policy is upheld and requirements are met

a. All accidents, hazards, near misses, incidents are reported and recorded appropriately

b. All practicable steps are taken to minimise or eliminate hazards in the workplace

Health and Safety and Miscellaneous

Health and Safety

Ensure that the Health and Safety Policy is upheld and requirements are met
All accidents, hazards, near misses, incidents are reported and recorded appropriately
All practicable steps are taken to minimise or eliminate hazards in the workplace

Miscellaneous

Undertake specific projects and activities as necessary or as required to support Blind Low Vision NZ
Perform any other duties as required

Section 4 - Dimensions of the Position

Direct Reports

Indirect Reports

Shared Responsibility

• Responsible for accurate communication of information on Blind Low Vision NZ's work • Main point of contact for all verbal and written enquiries (including social media) from potential and existing supporters • Collaborate with staff across the organisation to obtain information • Jointly responsible for maintaining the accuracy of the database • Supporter champion

Delegation of Authority

Key Relationships Internal

GM Engagement & Marketing
Fundraising manager
Direct Marketing Executives
Data and Insights Manager
Supporter Care Team
Community and Events Team
Philanthropy Team
BLV Call Centre Team
Other organisational team members as required

Key Relationships External

Blind Low Vision Donors, supporters, potential donors, and volunteers

Section 5 - Person Specification –

Essential

Excellent customer/supporter service skills with experience working in a customer facing environment
High degree of empathy with warm and friendly people skills and the ability to remain calm when under pressure and/or dealing with concerns and difficult interactions.
Fluent English with strong written and verbal communication skills, including a persuasive telephone manner, excellent listening skills and the ability to build rapport on the phone
Good working knowledge of MS office, especially Word, Excel and Outlook
Fast and accurate keyboard skills
Excellent organisational skills and the ability to prioritise own workload
Self-motivated with the ability to take initiative, ownership and responsibility for own areas of work
Attention to detail with the ability to quality check own work
Enthusiastic, positive and a great team player
Ability to retain large volumes of information

Preferred

Experience in a front-line supporter/customer care role in a similar supporter/customer service environment
Call Centre experience
Empathy with blindness and low vision
Experience using a customer/supporter database

Section 6 - Blind Low Vision NZ Values

Person Centred

People are at the heart of everything we do and we are led by their needs. We design services that meet people's needs now and in the future.

Collaborative

We believe that to make change happen, we need to bring people, ideas and resources together in new combinations. Partnerships and teamwork are fundamental to our success and we co-design through effective engagement and collaboration.

Adaptable

We acknowledge the world around us is changing and that we need to change by innovating and applying creative solutions to move forward. We are resourceful in response to this change.

Accountable

We deliver on our promise and hold ourselves responsible. We are honest, candid, transparent and respectful in all aspects of our work, applying good judgement for effective decision-making.