Supporter Care Officer

Care officer with two runners at Manchester 10K event

11th September 2020

New job vacancy.

JOB TITLE: Supporter Care Officer
HOURS: Full time
SALARY: In the region of £28,750
LOCATION: Negotiable, regular travel to London office
CONTRACT TYPE: Permanent
CLOSING DATE: Friday 30th October

About the role

In many organisations this role is a process-driven fundraising position. At Stamma it is a little different. More hands on, while we're looking for someone to design our supporter journeys just as importantly we need someone inspire and support them across their many different journeys. Fundraising is good, but it isnt everything.

We want to reach 10,000 supporters and members by 2023. We'll work on outreach campaigns and need you to make sure new members and new enquirers are given the love and attention they need to get, and stay engaged.

Your role is to create the communications and the processes to support our supporters and members in their engagement with us. We've got little in place right now, so this is a great time to make your mark.

YOUR ROLE

To support our supporters and ensure that they are made to feel welcome;  that they can find the information they need, can get involved in a way that suits them, are aware of the services they can access, take part and vote as members, stand or vote for Trustees, attend the AGM, are supported in reaching out to others, are acknowledged, thanked and are kept informed and inspired.   

If this is you, come and join the team.

You enjoy writing and have an easy, relaxed style. You will be at home in the social media environment. Alongside your great communication skills (is it wrong to hope you stammer?) you are analytical, able to see the bigger picture, keen to drill down on user journeys and set up processes capable of supporting and tracking the different paths our supporters take – whether that be fundraising, campaigns, volunteering or just kept inspired. And convert passers by into fully engaged members and supporters. 

SUPPORTER JOURNEYS

You will start by mapping the routes people (can) take to get involved and set up systems and communications (emails, tweets, letters, thank yous, information packs) to encourage them to stay engaged and involved.

You will work with Mailchimp, Hootesuite and other platforms to ensure supporters are kept informed via a channel which suits them. You'll work with our Salesforce Administrator to ensure we capture all relevant data, segment our communications and monitor impact. Don't be afraid to rethink how we do things. Take a look at our Facebook Support Group, and our Twitter and Instagram accounts — how do we use these channels to convert people into members?

A portion of our supporters have been with us for up to 40 years, others are fresh in. We have enquiries from parents, from students, from those struggling at work and from rebels keen to campaign. You will need to be systematic and structured in your approach if we are to provide consistent care for all of our supporters.

While your communications will capture and inspire, this needs to be backed up with good structured admin and planning skills. You'll design the pathways for fundraisers and runners — from the info packs through to the certificates and thank yous; you'll have your sights set on high volume recruiting during International Stammering Awareness Day; have a plan for students; have the welcome email off pat. And because you are ambitious, keen to demonstrate the value you bring and show your achievements, you'll set up monitoring and tracking from the start.

For more information, download the pack, application form and monitoring form below, and send these back to us by Friday 30th October. 

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