Graduate Supporter Services Administrator at ActionAid Nigeria (AAN)

ActionAid Nigeria (AAN) is a not for profit, non-governmental entity registered with the Nigeria Corporate Affairs Commission. It commenced operations in Nigeria in 1999, while the programmatic operations commenced in January 2000 through a Country Agreement signed with the National Planning Commission of the Federal Republic of Nigeria.

ActionAid is an anti-poverty agency that prioritises works with the poor and excluded; promoting values and commitment in civil society, institutions and governments with the aim of achieving structural changes in order to eradicate injustices and poverty in the world. ActionAid Nigeria is an affiliate of ActionAid International, an International Non-Governmental organisation registered in The Netherlands with its headquarters in Johannesburg South Africa. ActionAid International works in more than 40 countries in Africa, Asia, Europe and the Americas.

AAN is inviting applications from qualified candidates to fill the position of Supporter Services Administrator

Job Title: Supporter Services Administrator

Location: Lagos
Grade: 4

Responsibilities

• Reports to the Fundraising Advisor
• The post holder will build and maintain relationships between supporter’s and ActionAid through verbal and written communications from existing and potential supporters and members. Process voluntary income and associated data received at the organisation’s regional office, identify supporters with additional or different potential and pass the information to relevant teams to further develop the relationship.
• Provide a warm, welcoming, efficient, proactive and professional ‘one stop shop’ service to supporters and potential supporters of AAN to build and maintain the relationship between our supporters and their charity.
• Working as part of a team, maintain open communication channels with donors, members and prospective supporters by telephone, letter and the Internet.
• Ensure that all enquiries are handled within agreed standards.
• Process fundraising income ensuring that the correct income code is allocated and recorded on the database within agreed timescales. Reconcile all national fundraising income with Finance, producing and maintaining records of reconciliation.
• Produce, personalise, check and post all thank you letters to ensure a high quality ‘Maximum 24 hour’ thanking service.
• Proactively discuss the work of ActionAid and engage with the supporter (where relevant) about their relationship with ActionAid
• Advise on how to donate money to ActionAid that suits the supporter and their circumstance
• Maintain accurate supporter records.
• Ensure all filing and paperwork storage is maintained to the highest standards.
• Assist members of the fundraising team with their administration of other fundraising activities and, from time to time, attend fundraising events out of office hours.
• Any other tasks, duties or projects which may arise from time to time and which are appropriate with the general level of this post and as directed by your line manager.
• To ensure that ActionAid’s reputation is upheld.
• Process all voluntary income received by ActionAid at national office and ensure all supporter data and information is entered onto the database accurately
• On a daily basis code and record the donations received at national office in the CRM database.
• In line with current procedures, update the database with details of changes to mailing preferences, new addresses, new names and deceased individuals and all other relevant information is transferred onto the database
• Process all payment types, including credit/debit cards, cheques, standing orders, bank transfers and vouchers
• Contact supporters in regard to incorrect or failed payments
• Interpret our bank statement import and ensure that all donations are accurately recorded on the database or are passed to Finance as ‘Other Income’.
• Process all data in line with the Data Protection Act
•  To ‘prospect’ supporters and to spot opportunities for ActionAid to further build and develop relationships
• Through the daily work of the team, spot any supporters who ay have additional potential in terms of giving money to ActionAid (eg. Titled, private banks, mentions of companies, trusts or a potential major gift)
• Refer supporters and members to our helpline
• Refer any detailed requests for information about our poverty eradication programmes to the relevant LRP team
• Refer any contact from celebrities or the press to the relevant person in our Fundraising/Communications Team.
• Take an interest in the stories from our supporters that may potentially be useful as case studies and pass the information to the relevant team members for follow up.
• Internal Relationships: Fundraising Team, Finance & Operations Team and LRP&P Team
• External Relationships: Supporters, members and the general public

Requirements

• Bachelor’s degree in Social Sciences
• At least one year post NYSC experience
• Experience in a similar position in the development sector preferably as a front office staff
• Proven experience of delivering effective customer service/supporter care.
• Strong communication and writing skills
• Computer literate with ability to use Microsoft office software in particular Word, PowerPoint, Excel and Outlook
• Excellent customer care skills with the ability to deal with customer enquiries in a diplomatic and sensitive manner
• Ability to develop positive working relationships with a range of people internally and externally
• Ability to multi task
• Excellent planning and prioritization skills
• A person of integrity, creative and takes initiative, able to work effectively in a diverse team environment
• Willing to work additional hours at crucial times.
• A self motivated person able to work with minimum supervision

Desirable

• Membership of relevant professional Institute
• Experience of using a Customer Relationship Management database system.
• Highly numerate and accuracy skills
• Able to effectively promote the ActionAid’s mission values, and objectives.

Application Closing Date
10th March, 2014

Method Of Application
Interested and qualified candidates should:
Click here to download the application form, the downloaded form should be sent as an MSWord attachment to: [email protected]. Only Electronically submitted forms will be entertained. Scanned application forms will be disregarded.Subject line of emails must state clearly the Name of Applicant and Job Title of position applied for e.g. Sunday, Joy: Database Management Officer. ActionAid offers competitive terms of employment. Applications from women are particularly welcome