Supporter Stewardship Officer

Are you passionate about delivering exceptional support and fostering meaningful connections?

We’re looking for a Supporter Stewardship Officer to join our Fundraising team in Northampton. In this role, you’ll be at the heart of supporter engagement, ensuring every interaction leaves a lasting impression and contributes to our vital work at the Motor Neurone Disease (MND) Association.

About Us

Our vision is a world free from MND. Our mission is to improve care and support for people with MND, their families and carers. We fund and promote research that leads to new understanding and treatments and brings us closer to a cure for MND. The Association also campaigns and raises awareness so the needs of people with MND, and everyone who cares for them, are recognised, and addressed by wider society.

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, employees, volunteers, and stakeholders.

As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

What We Offer

• 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays.
• Access to UK Healthcare, including dental, eyecare, health screenings, and therapies.
• 24/7 GP access via phone and video.
• Life assurance and confidential counselling helplines.
• Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave).
• Access to Benefit Hub for discounts on everyday shopping.
• Enhanced pension scheme.
• Opportunities for training and personal development.
• Hybrid working.

Key Responsibilities

As a Supporter Stewardship Officer, you’ll play a key role in enhancing supporter experience. Your responsibilities will include:

• Building strong relationships with new and existing supporters, making them feel valued and engaged to maximise their fundraising potential.
• Collaborating closely with the Supporter Stewardship Team to ensure seamless teamwork.
• Acting as a point of contact, directing supporters to the appropriate department for their queries.
• Increasing the value of individual fundraisers by promoting and cross selling relevant fundraising activities and products.
• Managing a positive stewardship journey for supporters raising up to £500.
• Ensuring accurate and high-quality data entry in the CRM database.
• Handling enquiries with professionalism and upholding the highest standards of supporter care.
• Supporting income processing during peak times, such as major appeals.
• Complying with data protection, HMRC regulations, and organisational policies.

About You

You’ll bring enthusiasm and strong communication skills to deliver excellent support. You’ll thrive on building relationships and providing a positive experience.

You’ll also have:

• Experience in delivering outstanding customer or supporter service.
• Excellent interpersonal and telephone skills.
• Confidence and tact in managing challenging calls effectively.
• Strong ICT skills, including experience with Microsoft Office and databases.
• A collaborative approach, working effectively within teams and across departments.
• Exceptional organisation and time management skills with keen attention to detail.
• Flexibility to adapt to the varied nature of the role.

This is your chance to make a real impact by helping us support and grow our incredible community of fundraisers and supporters. If this sounds like the perfect opportunity for you, we’d love to hear from you!

The full job description is available in the candidate pack.

Salary: £26,400 per annum

Hours: 37 per week

Location: Northampton office

Contract: Permanent

Hybrid Working and Flexibility: This role offers hybrid working, with the expectation to attend the office 2 days per week. We are open to part-time applications or job shares – please indicate your preferred working arrangement in your application.

Interviews are currently due to take place the week commencing 20 January 2025

How to apply

Please highlight in your application if you would like to be considered for the Permanent or 12-month Fixed Term Contract role.

Please submit a CV and supporting statement. Your supporting statement should be no longer than one side of A4 and demonstrate how you meet the following areas of the role.

• Proven experience of excellent customer / supporter service skills.
• Strong interpersonal and communication skills with excellent telephone manner.
• Ability to deal confidently and effectively with challenging telephone calls.

Important Information

• We may close applications early if we receive a high volume, so early submissions are encouraged.
• If you require sponsorship for this role, please clearly indicate this in your application.
• Depending on the role, a DBS check may be required.
• If you need reasonable adjustments during the application or interview process, please contact us for support.
• We are happy to consider alternative application formats for those who find the online form challenging.