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Job Profile
Job Title: Community Fundraising Advisor

Directorate: Fundraising

Reports To: Community Fundraising Supporter Care Supervisor

Matrix Reporting To: None

Disclosure Check Level: None

Date created/last reviewed: August 2022
Overall Role Purpose
The Community Fundraising Advisor helps people with sight loss to live the life they choose by providing high-quality front-line customer service and support on a wide range of fundraising products to the functions within the Community Fundraising teams including volunteers, the general public and staff. This role is essential to ensuring Guide Dogs meet their fundraising targets which enables the organisation to reach and help more people who are visually impaired.
Key Responsibilities

• Provide excellent front-line support for all fundraising activities and demonstrate a rounded knowledge of guide dogs services. Develop an in-depth knowledge of fundraising and relevant regulations in order to be the first point of contact for fundraising volunteers and supporters. Deal directly with supporters and volunteers either by phone, electronically or by post. Obtain information to handle enquiries, record all interactions on relevant database and follow-up on all actions where necessary.
• Responsible for the coordination and fulfilment of all speaker requests and fully engage with our speaker programme to help spread the work of Guide Dogs and work with key volunteers.
• Take ownership of issues and complaints in a supportive and diplomatic manner in the aim of achieving the highest level of supporter satisfaction.
• Develop good working relationships with volunteers / supporters and highlight any areas of concerns to relevant line mangers to provide a first-class customer service
• Support staff / volunteers in the use of systems and procedures within Community Fundraising. High Levels of accuracy in data inputting within agreed timescales. Maintain relevant databases and produce reports as required.
• Understand and comply with General Data Protection Regulations in respect of all records held and processed and all customer enquiries.
• Provide an efficient and effective administration service, in respect of all safeguarding processes, for all volunteers within the organisation.
• Deal with all relevant correspondence and enquiries, providing exceptional customer care. Use initiative and emotional intelligence remaining person centred to adapt style and content of the interaction as appropriate to effectively build relationships. Conducts telephone questionnaires and surveys as required. Assists in the production and distribution of support materials to stakeholders (fundraising groups, volunteers etc.) and supporters.

Provides financial support on income queries and guidance to volunteers/supporters and help to resolve queries at local level. Coordinate the completion of year end audit requirements for our fundraising groups.

Responsible for the coordination and fulfilment of all fundraising packs to support our national community fundraising campaigns. Ensure all supporters and volunteer request for resources and equipment are fulfilled within the SLA’s.

Liaise with local groups and supporters to support their fundraising activities in line with fundraising regulations. Provide front line support and advice on admin procedures for the wider Community Fundraising department.

Work together as a team and proactively share knowledge and information to ensure a positive customer focus working environment.

Take ownership for individual workloads, using knowledge and own initiative to problem solve and work within SLA’s.

Guide dogs is a learning organisation, and we are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development
Breadth/Scope of AccountabilityPeople Accountability
Number of Direct Reports: None

Number of Indirect Reports: None

Number of Volunteers Supervised: As required to support the administration function
Financial Accountability
Annual Income Accountability: None

Assets Managed: None

Budget Accountability: None
Application of this Job Profile
All employees are required to carry out other such duties as may reasonably be required to fulfil their role and support functional and organisational objectives.

All employees must also:

• Comply with all organisational policies
• Promote the vision and values of the organisation
• Engage in continuous personal development
• Comply with Guide dogs Equality and Diversity policy

This job profile is accurate as at the date shown above. It does not form part of contractual terms and may be varied to reflect or anticipate changes to the role.
Working at Guide Dogs
As well as other services to enhance the lives of people who are blind and partially sighted, we breed and train guide dogs. Staff and volunteers in all our locations support this work. Therefore, all employees must be comfortable working in environments where dogs may be present.

Guide Dogs is a volunteer-involving organisation and as such all staff are required to support volunteers in their roles. This may or may not mean the direct supervision of volunteers but will require all staff to play a supporting role. From time to time you may be asked to support / volunteer your time at Guide Dogs events that take place outside of normal working hours. All employees will be expected to advocate for Guide Dogs at all times and be a fundraiser.

Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people, and vulnerable adults with whom we work. We expect all of our employees and volunteers to demonstrate this commitment.

Guide Dogs will require proof of identity and the right to work in the UK.
Person SpecificationEducation/QualificationsEssential

• Educated to GCSE grade C or above) in English and Maths or equivalent (QCF level 2 / SQCF level 5.

Job-Related ExperienceEssential

• Demonstratable experience of operating complex administrative systems and processes.
• Proven experience of providing an administrative/coordination service in respect of large numbers of internal and external customers.
• Track record of being able to handle queries and difficult conversations to achieve a desirable outcome.
• Experience of managing high workloads, able to multitask and prioritise and manage own workload.

Desirable

• Previous exposure to working in the charity sector with knowledge of fundraising regulations.
• Experience of working in a Customer Services environment.

Knowledge
Demonstratable understanding of the importance of good customer service.
Skills and CompetenciesEssential

• Proficient in Microsoft office and the ability to use Customer Relationship databases.
• Self-motivated, positive, and proactive attitude, providing advice and guidance on a wide range of queries to stakeholder, being able to use own initiative and work well under pressure.
• Excellent communication and interpersonal skills (written and verbal).
• High customer service skills and dedication to a customer focussed service.
• Effective time management skills with the ability to multi-task and prioritise and manage own workload.
• Confident telephone manner showing patience, empathy and listening skills.
• Able to handle difficult conversations in a calm and non-judgemental way.
• A willingness to work as part of a team to achieve results.
• Able to work effectively to achieve agreed Service Level Agreements.
• Accurate data entry skills.
• Demonstrate adaptability and flexibility including the willingness to learn new skills, systems, and processes.
• Resilience, adaptable to change and flexible.

Behaviours
Our behaviours capture the essence of what it is to be Guide Dogs people, whether staff or volunteer. They describe the experience we expect everyone – the people we support, donors, partners, our volunteers, and staff – to have while working with us. Guide Dogs people are:

• Person-centred - We are a group of people working to help each person affected by sight loss. We listen and recognise that every individual is different in where they’ve come from and where they’re going. We are open, empathetic and inclusive. We place the person at the centre of every decision.
• Expert - We are specialists in what we do. We are committed to excellence and will never stop innovating. We respect our history, but seek out ways to adapt and improve, and are always willing to learn.
• Optimistic - We are relentless in our belief that people with vision impairment can lead the life they choose. We are passionate about helping each person, committed to challenging barriers, and proud of who we are and what we achieve.

So, we: -

• Partner - We only change lives when we collaborate. We build valued relationships with donors. We work together with our service users and colleagues, volunteers and partners – and our dogs, of course – to deliver great outcomes. We support and develop each other.
• Lead-by-example - We can all be a guide. We take the lead and then hand it over, empowering people to make progress independently. We gain trust by having faith in others, and influence by example. We do what we say we will.
• Engage - We cannot change lives if we look on from the side-lines. We get involved, take ownership, and feel responsible for all we do, think and say. We celebrate wins big and small, and we hold ourselves and each other to account.

We use competency-based questioning within our recruitment processes to assess the extent to which candidates demonstrate these behaviours – in ways appropriate to this role – in how they are at work and generally as people.
Safeguarding
If the role does or may involve working with children, young people, or vulnerable adults, or supervising those that do, we’ll also be assessing ‘safeguarding competencies’ as part of the process. These are:

• Appropriate motivation to work with vulnerable groups;
• Emotional awareness;
• Working within professional boundaries and self-awareness; and
• Ability to safeguard and promote the welfare of children, young people and adults and protect from harm.

Mobility
A flexible approach with a willingness to work outside of core hours and away from home when required.
Job Group (internal use only)
This role has been evaluated as a Support Provider, please follow this link to view the salary band.

Job Types: Full-time, Permanent

Salary: £20,599.00-£23,173.99 per year

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Employee discount
• Gym membership
• Sick pay
• Store discount
• Wellness programme

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Manchester: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Manchester

Application deadline: 11/04/2023
Reference ID: 002675