We have a fantastic opportunity to join our Support Care Team in Glasgow to provide our donors and fundraisers with excellent supporter care.

You will have a minimum of 1 year’s experience in supporter care/customer service, and you will have experience of inputting data and general use of databases.

Your responsibilities

• Deliver excellent supporter care and stewardship journeys to our donors, fundraisers and event participants through effective communication via inbound/outbound calls and e-mails.
• Identify opportunities to steward and maximise the lifetime value of supporters.
• Ensure accurate banking and recording of all donations to Maggie's, including processing income from a variety of online fundraising platforms to ensure funds are attributed to the correct donors.
• Ensuring mailing preferences are applied to donors' records on our database.
• Manage and respond to a wide range of enquiries from supporters, people with cancer and their friends and family, volunteers, centre fundraising staff and third-party suppliers.

Please see the attached job description for further details and essential criteria.

Benefits we offer

In addition to a highly rewarding career, we offer a range of staff benefits, including:

• a unique, experiential induction based in one of our centres
• a structured, year-round performance review process focused on developing you in your current role and exploring opportunities for the future
• a competitive holiday entitlement
• workplace pension with the option to apply to continue NHS pension
• the option to apply for a Bike Loan, Travel Card Loan, Ride to Work scheme and much more.

We're looking for an experienced and dynamic Trusts fundraising professional to join our team based in our Glasgow office.

As an integral part of the Trusts & Statutory team at Maggie’s you will provide high quality applications, reports, budgets and supporting documents for a diverse range of audiences, including existing and new grant makers. This is a rare opportunity to be part of a growing team and develop your career at an exciting time in our vibrant organisation’s development.

We are looking for a strong communicator who can build positive and effective relationships with colleagues and external funders.

You’ll have a track record in securing five-figure+ trusts and/or statutory grant awards, including multi-year gifts; outstanding written skills and a flair for creating compelling proposals; the ability to spot and exploit new opportunities alongside your excellent research skills.

Your responsibilities

• Effectively deliver an increase in trust income according to annual budgets and activity plans

• Work collaboratively and support centre fundraising, partnership and major gifts colleagues to identify local and national trust opportunities and to help support existing relationships

• Initiate and manage funding relationships with national and regional grant-making bodies, liaising with the Head of Trusts, Statutory & Strategic Relationships

• Identify and research potential trust funders for revenue needs as well as current and forthcoming capital campaigns, and keep abreast of news about funding opportunities/income streams from charitable trusts, other grant givers and statutory funders

• Prepare and submit high quality leadership led proposals, supporting materials and reports to potential donors

Benefits we offer

In addition to a highly rewarding career, we offer a range of staff benefits including:

• a unique, experiential induction based in one of our centres

• a competitive holiday entitlement

• workplace pension with the option to apply to continue the NHS pension

• the option to apply for a Bike Loan, Travel Card Loan and Ride to Work scheme and much more.

Read more about our staff benefits here

About Maggie’s

Maggie’s provides free cancer support and information in our specially designed centres across the UK and online. Working alongside NHS hospitals, Maggie’s centres are staffed by expert Cancer Support Specialists, Psychologists and Benefits Advisors, helping people to take back control when cancer turns life upside down.

Our long-term ambition is to be there for everyone with cancer in the UK at all 60 cancer centre sites to ensure that there is no-one living with cancer who is unable to access the expert psychological and information support that they so desperately need to live the best quality of life possible. The next five years brings us over the halfway mark to achieving this goal.

About the Post Holder

You will demonstrate strong prioritising, planning and organising skills around your own workload along with the flexibility to work collaboratively with other fundraising teams in Maggie’s to maximise income from all areas. Your commitment, energy and confidence will help you to respond effectively to challenges within a fast moving environment and to identify and respond to changing priorities.

About the Role

The purpose of the role is to utilise effective and efficient administrative and fundraising skills to assist in delivering both financial and non-financial targets which will provide a gateway to all fundraising activity across Maggie’s. You will assist the centre fundraising manager to implement the fundraising strategy to deliver income targets through proactive donor recruitment and excellent donor care. This includes supporting and retaining existing supporters and researching new key relationships with individuals as well as partnerships with local businesses, groups and associations. You will represent the work, vision and purpose of Maggie’s whilst supporting the delivery of local and central fundraising initiatives and campaigns. This includes presentations, face to face, telephone and written communications. There will be a requirement to work irregular hours as well as frequent local travel.

About Maggie’s

Maggie’s provides free cancer support and information in our specially designed centres across the UK and online. Working alongside NHS hospitals, Maggie’s centres are staffed by expert Cancer Support Specialists, Psychologists and Benefits Advisors, helping people to take back control when cancer turns life upside down.

Our long-term ambition is to be there for everyone with cancer in the UK at all 60 cancer centre sites to ensure that there is no-one living with cancer who is unable to access the expert psychological and information support that they so desperately need to live the best quality of life possible. The next five years brings us over the halfway mark to achieving this goal.

About the Post Holder

You will demonstrate strong prioritising, planning and organising skills around your own workload along with the flexibility to work collaboratively with other fundraising teams in Maggie’s to maximise income from all areas. Your commitment, energy and confidence will help you to respond effectively to challenges within a fast moving environment and to identify and respond to changing priorities.

About the Role

The purpose of the role is to utilise effective and efficient administrative and fundraising skills to assist in delivering both financial and non-financial targets which will provide a gateway to all fundraising activity across Maggie’s. You will assist the centre fundraising manager to implement the fundraising strategy to deliver income targets through proactive donor recruitment and excellent donor care. This includes supporting and retaining existing supporters and researching new key relationships with individuals as well as partnerships with local businesses, groups and associations. You will represent the work, vision and purpose of Maggie’s whilst supporting the delivery of local and central fundraising initiatives and campaigns. This includes presentations, face to face, telephone and written communications. There will be a requirement to work irregular hours as well as frequent local travel.

About Maggie’s

We provide free cancer support and information in our specially designed centres across the UK and online. Working alongside NHS hospitals, Maggie’s centres are staffed by expert Cancer Support Specialists, Psychologists and Benefits Advisors, helping people to take back control when cancer turns life upside down.

Our long-term ambition is to be there for everyone with cancer in the UK at all 60 cancer centre sites to ensure that there is no-one living with cancer who is unable to access the expert psychological and information support that they so desperately need to live the best quality of life possible. The next five years brings us over the halfway mark to achieving this goal.

About the Post Holder

You will be passionate about delivering sector leading supporter care which builds supporter loyalty and contributes to the delivery of innovative and high quality communications. You will have excellent numeracy and financial reconciliation skills, and be able to handle a variety of different income streams.

We are looking for someone with exceptional communication skills who can handle a wide range of enquiries through email, telephone, instant message, and post from new and existing supporters as well as people who use our centres. We want you to be comfortable with outbound calls to our supporters to steward and develop fundraising opportunities.

You will be able to establish strong collaborative working relationships both internally and externally to effectively work with colleagues across Scotland, England and Wales at all levels in the organisation as well as various external suppliers. At all times, you will be able to judge the most appropriate style, tone and level of content for any communications. You must have a close attention to detail, strong IT skills and be comfortable using Microsoft Office (especially excel) and our in-house database (ThankQ).

About the Role

This fast-paced varied role provides our donors and fundraisers with excellent, sector leading supporter care which builds supporter loyalty and contributes to the delivery of high-quality, innovative communications in order to maximise their lifetime value.

In addition, the post holder would sensitively and empathetically handle calls and e-mails from people with cancer and their friends and family signposting them to their nearest Maggie’s and the cancer support we provide.

The role works closely with our fundraising and finance teams to accurately record and approve income from a variety of streams (BACs, cash, cheque, fundraising platforms, DDs etc.) onto our ThankQ database. You will regularly use our database to update supporters contact details, mailing preferences and communications.

Duties will include working with third party providers for appeal response handling and fundraising material fulfillment as well as banking pick ups and direct debit processing.

The postholder will work as part of a high performing team and will ‘step-in’ for other colleagues when required, particularly during busy periods or staff absence and annual leave. Occasional out-of-office work and UK travel is required.

Key Responsibilities

• Deliver excellent supporter care and agreed stewardship journeys to our donors, fundraisers and event participants through effective communication via inbound/outbound calls and e-mail. Identifying opportunities to steward and maximise the lifetime value of that supporter.
• Manage and respond to a wide range of enquiries from supporters, people with cancer and their friends and family, volunteers, centre fundraising staff and third-party suppliers.
• Remain professional and helpful at all times in order to develop and sustain supporter relationships whilst adding value to the supporter’s experience.
• Ensure accurate banking and recording of all donations to Maggie's. Including processing income from a variety of online fundraising platforms to ensure funds are attributed to the correct donors and mailing preference applied to donors records on our database.
• Thank donations via email, letter and telephone appropriately, ensure that requests to gift aid those donations are included where appropriate and a clear financial audit trail is provided to our finance team.
• Liaise with Maggie's Finance team to ensure that accurate financial records are maintained & financial best practices are adhered to.
• Compliantly add new Gift Aid Declarations to supporters records on the database and prepare manual Gift Aid claims to HRMC.
• Set up new donors who request to donate each month via a direct debit, work with third party DD provider to action any amendments or cancellations.
• Process data from Direct Marketing Campaigns.
• Utilise all functionalities of the database to manage and accurately record supporters details; promote consistent and efficient use of the database.
• Work closely with colleagues to ensure that all work requests (internal and third party) are actioned in a timely and appropriate manner and that all deadlines and SLA’s are met.
• Utilise volunteers to deliver agreed tasks and projects with guidance from the SCT Manager.
• Welcome change and suggest improvements to processes to be more efficient, cost and time effective. Document changes and add new processes to the team Process Library.
• Assist members of all teams with activities as agreed with the SCT Manager.
• Deliver plans to deadlines agreed by SCT Manager and/or Head of Donor Support Services.
• To adhere to all regulatory and best practice requirements as defined by the Institute of Fundraising; Information Commissions Office; Scottish Fundraising Standards Panel and Fundraising Regulator; Direct Marketing Association: HMRC any other appropriate regulator.

Essential skills and experience

• Educated to Higher/A Level or equivalent professional experience in a related field
• A minimum of 1 year’s experience in supporter care/customer service.
• Experience of data input and general use of databases.
• Experience working to, and delivering, targets & KPI’s within tight and shifting deadlines.
• Excellent planning, organisational and time management skills.
• Proven ability to work under minimal supervision and act on own initiative when necessary.
• Good understanding of GDPR and how to record supporter mailing preferences.