Job Description

Location

The Grange

Salary

13,806.80

Employment Type

Fixed Term

Duration

Until 30th April 2026

About Us

National charity Hearing Dogs for Deaf People, trains dogs to transform the lives of deaf people and provides hearing loss services - because nobody with hearing loss should feel alone.

About The Role

We are looking for an experienced professional to join a small, friendly team within the MarComms directorate to assist with donation processing and supporter care duties. Other duties will include dealing with telephone calls to the Supporter Care team and monitoring the Supporter Care email inboxes. A professional, kind and understanding approach is required to ensure our supporters feel valued and appreciated.



The role of Supporter Services Assistant is an important one at Hearing Dogs for Deaf People. Delivering exceptional supporter care to Hearing Dogs' supporters is at the heart of what we do: you will process and bank donations from our supporters, as well as ensuring each and every gift is thanked in an appropriate and timely manner. This role is key in ensuring that we engage, steward, develop and retain our supporter relationships in the best way possible.



You will report to the Supporter Care Manager and also work closely with the Finance Team.

Key responsibilities

Ensure that all donations are acknowledged quickly and appropriately within agreed KPIs. Prompt banking of donations, flagging high value donations to the Supporter Care Manager as necessary. Ensure that all donations are correctly recorded into the charity's CRM system and produce the necessary banking reports as agreed with the finance team. Empty the collection boxes in the Grange restaurant and process these cash donations. Ensure you follow filing processes for audit purposes and donor queries. Support the weekly banking process and handover to G4S who collect on behalf of our bank when necessary. Represent HDfDP with confidence to an external audience when dealing with supporters face to face and via telephone, including taking telephone donations using the ePDQ system. Support the accurate maintenance of the Fundraising area of CRM including data cleaning and regular updating of the supporter information. Monitor the 'fundraising' and other email inboxes and responses, and reallocate the emails as appropriate, again within agreed target turnaround times. Undertake other activities as required, some of which may require occasional work during unsociable hours.

About You

Criteria

Attributes

Essential

Desirable

Qualifications and Training

Qualifications (GCSE equivalent) in Maths and English


Previous Experience

Experience of working with databases and MS Office, specifically Excel.



Skills/Abilities/

Knowledge


Excellent administration skills.



Experience of accurately following processes.



IT competency with all Microsoft packages



A high level of attention to detail and accuracy across your work.



Good problem-solving skills.

Cash-handing and reconciliation



Experience of using a CRM



Experience of working within the voluntary sector


Personal Attributes Professionalism



Diplomacy and tolerance



Ability to work effectively under pressure



Diligent and organised



Committed to achieving the Charity's goals, self-directed




Approachable and responsive to team members


If you are looking for a local, part-time role which is predominantly office based with some home working, please send your CV together with a covering letter to recruitment@hearingdogs.org.uk


This post is exempt from the Rehabilitation of Offenders Act 1974. This is in relation to the Protection of Children and Vulnerable Adults. Applicants will therefore be required to disclose all convictions (spent and unspent), cautions, warnings and reprimands and any relevant non-conviction information. The successful candidate will be required to undertake a Criminal Records Bureau Disclosure Check under the terms of the Police Act 1997 (Part V).