ART FUNDJOB DESCRIPTION

Job Title Supporter Services Assistant (with Reception)Department Marketing & MembershipReports to Supporter Services ManagerPurpose of Role

To provide administrative support and assistance to the Supporter Services Manager in managing the relationship with our external partners, including our contact centre provider, who deal with the bulk of enquiries and customer service requests from the public and our membership/donor base, as well as other processing and fulfilment partners

In addition deal with a wide range and variety of correspondence (email and letter) and switchboard enquiries received at head office directly or escalated from our external partners, providing a face to face reception service during working hours.

Key Accountabilities

Supporter services

Monitor the members’ email inbox and to ensure response SLAs and turnaround times are being achieved by our outsourced suppliers on a daily basis. Monitor quality of content on a daily basis and respond to more complex enquiries, which they cannot resolve.

Work with the Supporter Services Manager to develop referral procedures, standard responses to FAQs, policy documentation, campaign briefings and in addition, support the resolution of complex/escalated enquiries that fall out of policy areas.

• Under the direction of the Supporter Services Manager, manage and resolve sensitive queries and complaints referred by the outsourced Supporter Contact Centre, including using Art Fund’s database to assimilate information to understand the history and respond, log and record all resolutions and actions.

• Record data or financial information on Art Fund’s database systems and provide assistance to the contact centre in using the database. Identify and flag issues relating to data entry to the Database Coordinator, helping develop solutions where appropriate.

• Assist the Supporter Services Manager in monitoring the effectiveness of our outsourced suppliers, principally the Supporter Contact Centre; including sampling and listening to calls, face to face visits, and sampling of email and other correspondence such as monitoring social media customer service.

• Prepare briefing notes and FAQs in relation to new campaigns and initiatives for the Contact Centre on a regular basis and ensure they are fully briefed on Art Fund activity as a front-line service.

• Maintain procedures and development enhancements to keep pace with customer service issues raised by members and the public through social media. Act as a liaison between the Digital Editors and Digital Assistant, and the Contact Centre to ensure issues are effectively resolved without escalation.

Reception & administration

• Maintain and deliver a reception and switchboard service at Art Fund’s Head Office from 9.30 to 5.30 on a daily basis; deal with enquiries and visitors on the telephone and face to face, ensuring an excellent welcome and service is maintained.

• Train and co-ordinate temporary staff, volunteers or interns who cover reception and switchboard duties, to ensure consistent customer service standards are maintained and delivered at all times.

• Assist in co-ordinating and responding to correspondence received at Head Office. Support in all aspects of administration; including taking action in accordance with agreed procedures, referring internally, and tracking, logging and maintaining records, and in drafting responses.

• Ensure that Art Fund’s literature is current and refreshed in the reception area, including the refreshment and management of Art catalogues and publications available for visitors to read.

Other Activities, Duties and Responsibilities

To actively participate in the wider life of Art Fund.

To undertake other duties as requested by Art Fund from time to time.

Work within the guidelines and policies as set out in the employee handbook

Reporting Lines (Can signify on an Organisation Chart and attach on separate sheet if necessary). Include who the role reports to, and any responsibility for supervising other staff.

Other Relationships/Service Provider: Reports to Supporter Services Manager. Other Relationships: External Supporter Contact Centre, Processing and Fulfilment providers, Facilities Assistant, Operations & IT Manager, Digital Editors and Marketing Managers.

Other team members: Director of Marketing & Membership, 3 x Marketing Managers & 2 x Assistants, Design & Production Manager, Designer

PERSON SPECIFICATION

Essential DesirableExperience Experience in a customer service

environment; including dealing with people face to face

Experience of handling telephone and written enquiries and complaints from the public or supporters

Experience of using database systems and recording data accurately

Experience of dealing with difficult people or complex queries

Knowledge Knowledge of switchboard or telephony systems

Computer literate, with excellent MS Word and Outlook skills

Understanding of data protection Awareness and understanding of

Fundraising regulations, e.g. Fundraising Regulator, ICO, etc.

Skills/Abilities/Competencies

Excellent verbal skills and telephone manner

Ability to assimilate information quickly and communicate it accurately

Excellent written communication skills; including letter writing

Ability to follow procedures and contribute to improving business process

Ability to prioritise tasks and effectively manage work with minimal supervision

Personal Attributes Always seeking to pro-actively provide excellent customer care

Willingness to work as part of a team