Fundraising Supporter Care and Database Officer

Fundraising Supporter Care and Database Officer

37.5 hours per week (some evening and weekend working)

£28,116 pa

Interview Dates: 26-27 March 2025

About Us

Rowans Hospice is a charity that provides free care and support to adults and their families living in the Portsmouth and South East Hampshire region who have a life-limiting illness. Established in 1994, our income is generated by ongoing support of the local community, donations, legacies, fundraising and through our retail shops.

Many people think that hospices are all about dying, but through our many different services, we support people to live as well as they can with their illness. From the moment of diagnosis through to bereavement support. Our Living Well Services put an emphasis on living with a life-limiting illness and patients and carers can drop in and gain advice and support to maintain individuals’ resilience.

The Hospice is also supported by an assembly of volunteers, from various backgrounds and ages who are crucial in supporting the teams to ensure people live well to the end of their life and attain a good death within a caring and compassionate environment.

Your Role

The Fundraising Supporter Care and Database Officer role will work across Fundraising Department and Rowans Income Generation Service, which are led by the Head of Fundraising and Marketing. The role is based at Rowans Hospice, Purbrook.

Job Purpose

The Fundraising Supporter Care and Database Officer will play a key role within the fundraising team.

You will be the main point of contact for all supporter enquiries, information and supporter care within the team. You will provide excellent stewardship and customer service to the hospice’s supporters and potential supporters to encourage long-term relationships.

Ensuring supporter and donation data is collected and recorded accurately is an important part of this role, so you will need have excellent attention to detail and numeracy skills.

This is an exciting role and a real opportunity for someone wanting to develop a career in fundraising. Ideally, you will have experience working in the supporter care field but as a minimum, you will have customer service and database/admin experience.

You will be an effective communicator with excellent interpersonal skills in addition to a professional and confident manner. You will be an effective team player who can work as part of a small and dynamic team as well as independently.

Key Working Relationships

Donors and supporters

All RH staff and volunteers

The General Public

Community groups and clubs

Third party fundraising platforms

Local businesses.

Key Areas of Responsibility / Key Accountabilities

Fundraising

· Be the first point of contact for new and existing supporters, ensuring a positive donor experience

· Deliver the highest level of supporter care through written and verbal communication

· Handle donor enquiries, problem-solve, and deliver positive outcomes for supporters

· Act as an ambassador for the fundraising team, responding to enquiries, picking up donations/collections, and thanking donors

· Accurately acknowledge and receipt all donations with appropriate, personalised correspondence

· Ensure awareness of all Income Generation activities and respond to queries from staff, volunteers, and the general public

· Work closely with the Fundraising Department to ensure strong communication between finance and fundraising functions

· Be the first point of contact for financial queries relating to donor gifts while keeping the fundraising team informed of progress.

Database

· Ensure accurate input, processing, and reconciliation of donations within the fundraising database

· Maintain and update supporter records, ensuring data integrity and compliance with GDPR and fundraising regulations

· Coordinate all fundraising finance processes, ensuring efficient and accurate recording of income

· Generate and provide fundraising reports to support campaign planning, income tracking, and supporter engagement

· Work with the Finance Team to reconcile income records, process Gift Aid claims, and ensure data accuracy

· Ensure best practices in data entry, segmentation, and supporter analysis to improve fundraising efforts

· Provide training and guidance to fundraising staff on correct database usage and best practices

· Liaise with external CRM providers (e.g., Raiser’s Edge, Donorfy, Salesforce) for troubleshooting and system improvements

· Ensure compliance with the Institute of Fundraising guidelines, Fundraising Regulations, and the National Association of Hospice Fundraisers.

General Responsibilities

· Represent the charity professionally in public, including at events and on social media, as appropriate

· Support the vision, values, and aims of Rowans Hospice

· Undertake additional duties as required, in discussion with the Head of Fundraising, to support the charity

· Operate with a team-based approach where Income Generation functions as a cohesive service.

Person Specification

Experience, Knowledge and Qualifications

Educated to Level 4-5 with a qualification in Fundraising or Computer Science

Experience in a charity fundraising supporter care role or data entry/financial processing.

Strong understanding of database management systems (e.g Donorfy, Raisers’ Edge, Salesforce); proficiency in SQL is an advantage.

Previous experience in customer service or working with clients.

Experience in the Charity sector.

Proven ability to establish and maintain effective relationships with internal and external stakeholders.

Essential Competencies

Persuasive communicator with the ability to speak passionately and appropriately about the Hospice.

Strong time management and the ability to prioritise workload effectively.

Excellent attention to detail with a high level of accuracy.

Ability to work efficiently under pressure while maintaining accuracy.

Strong customer service skills to provide excellent donor stewardship.

Professional and empathetic approach to handling enquiries, ensuring positive supporter experiences.

Well-organised with strong administrative skills.

Problem-solving ability to address donor concerns effectively.

Competence in database management, ensuring supporter data is accurately recorded and processed, with financial accuracy.

Experience in generating reports to support fundraising and finance teams.

Strong written and verbal communication skills for professional representation via email, social media and in public.

Team player with strong collaboration skills to work effectively cross departments.

Awareness of GDPR and data protection regulations when handling donor information.

Flexibility to support fundraising activities, including some evening and weekend work.

Desirable Competencies

Competence in data analysis tools to support reporting.

Familiarity with online donation platforms and digital fundraising tools.

Some knowledge of fundraising regulations and best practices (e.g., Gift Aid, Fundraising Code of Practice).

Experience in donor journey mapping to improve supporter engagement.

Basic marketing and communications skills to support donor outreach.

Passion for charitable giving and community engagement.

A proactive, self-motivated approach to work and problem-solving.

Member of the Institute of Fundraising.

Full Driving Licence.

Other

Undertake any duties, which may be reasonably required within the scope of the role.

Please note that this job description is not exhaustive, and you may be required to undertake other duties, which are broadly in line with the above key responsibilities.

Rowan’s Hospice is committed to equality of opportunity and to eliminating discrimination. All employees are expected to follow our Code of Conduct and comply with policies and procedures. They must also undertake specific training and assume responsibility for safety relevant to specific roles.

Job Type: Full-time

Pay: £28,116.00 per year

Benefits:

• Additional leave
  
  
• Canteen
  
  
• Company pension
  
  
• Cycle to work scheme
  
  
• Employee discount
  
  
• Free flu jabs
  
  
• Health & wellbeing programme
  
  
• On-site parking
  
  
• Sick pay
  
  Schedule:
  
  
• Monday to Friday
  
  
• Weekend availability
  
  Education:
  
  
• A-Level or equivalent (required)
  
  Experience:
  
  
• Fundraising: 1 year (required)
  
  Licence/Certification:
  
  
• Driving Licence (required)
  
  Work Location: In person