Job description
Supporter Outsource and
Operations Officer
Place of work:
47-49 Durham Street, London, SE11 5JD
Pay band:
E
Salary:
£26,868 pa with excellent benefits
Reports to:
Supporter Outsource & Operations Manager
Introduction
The Supporter Outsource & Operations Officer sits within the Supporter Services
team and plays a central role in supporting WaterAid’s fundraising and campaigning
activities. The role has the responsibility to ensure that WaterAid’s processing of inhouse and supplier processing (call handling, donation and non-financial processing)
is administered successfully and delivers sector beating supporter care, along with
ensuring appeal briefing is coordinated successfully across the Supporter Services
team.
1
Job Purpose
The Supporter Outsource & Operations Officer’s primary role is to enable Supporter
Services to provide an effective and efficient service in the management of
WaterAid’s funds, data and service, through the effective and appropriate allocation
of work.
In addition, the role will be responsible for communicating with internal and external
stakeholders regularly to ensure the correct information is coordinated and
responses are managed in the most effective way.
Key Accountabilities
1. To support the Outsource & Operations Manager with the delivery of KPIs by
monitoring & evaluating the performance of outsource partners using Service
Level Agreements and other forms of reporting and investigate any unusual
results/trends.
2. Support the Outsource & Operations Manager in projects aimed at achieving
the most cost-effective and efficient response handling solutions, (in-house vs.
outsourcing) contributing towards achieving improved supporter experiences.
3. Ensure the successful fulfilment of WaterAid’s fundraising appeals and
campaigns by working with appeal managers, collating the relevant briefing
documentation and supplying this as part of an appeal brief to our outsource
partners.
4. Coordinate appeal briefings for Supporter Services and outsource partners to
make sure there is a consistent approach regardless of whether a response is
handled in house, or externally.
5. Prepare complex fulfilment data in Excel in a format that can be loaded directly
into suppliers’ thanking systems.
6. Manage and administer a testing and mystery shopping programme, ensuring
that supporter information is accurately recorded and the correct thanking
materials are used by our outsource suppliers.
2
7. To improve and develop business processes (including the outsource suppliers’
operations manuals) for the successful and efficient management of WaterAid’s
donations, supporter information and call handling, whilst ensuring delivery of
exceptional supporter experience is central to all decisions.
8. Ensure invoice spend is accurately charged to WaterAid by reconciling fees and
costs against fulfilment reports and tracking ongoing spend.
9. Support the Compliance and Operations Manager to monitor WaterAid’s
policies on Gift Aid, Data Protection, Direct Debit and PCI-DSS rules alongside
the Outsource & Operations Manager ensuring that WaterAid’s fundraising and
campaigning materials adhere to these policies.
10. Develop and maintain effective working relationships with other departments,
ensuring an integrated approach, mutual learning and effective use of
resources.
11. To deputise in the absence of the Outsource and Operations Manager to
ensure the smooth running of all outsourced procedures and ongoing queries.
Team Management
12. To provide operational support for all tasks and duties, ensuring that all tasks
and duties are completed in line with the agreed MPM’s and that service
delivery is not compromised unnecessarily
13. Support the Outsource & Operations Manager to manage, coach and develop
the team, in line with WaterAid’s staff management policies and procedures,
ensuring achievement of their individual objectives
14. Develop a day to day relationship with our outsource partners, taking
responsibly for responding to queries from fundraisers and outsource partners,
ensuring they are tracked and resolved.
3
Person Specification
Essential

A Level’ or equivalent education, including at least 5 G.C.S.E’s with English
and Maths as essential.

Excellent IT skills (use of Microsoft products, particularly Excel) with ability to
analyse and process data accurately

A team player, with the ability to use initiative and to understand department
needs to prioritise workloads effectively.

Demonstrable Account Management skills, and proven ability to work closely
with external partners, contributing to the development of these relationships

Ability to analyse fundraiser requirements, and capable of providing the best
fulfilment solution working with colleagues and external suppliers

Proven problem solving skills with the ability to understand complex queries,
often of a technical nature. Demonstrate an innovative approach to problem
solving with the ability to implement robust solutions, taking into account future
requirements.

Excellent interpersonal and communication skills, with a proven ability to
handle enquires in a professional and informative manner. Highly organised
with excellent time management skills.

Experience of building positive and effective working relationships across
teams.

Passion for providing continuously high levels of supporter satisfaction.

Ability to understand the rules and regulations affecting charity donations –
such as Gift Aid, Direct Debit, Data protection and PCI-DSS compliance.

Commitment to WaterAid’s values and a working style that reflects these.
Desirable

Experience of working in the voluntary sector

Experience of project management

Experience of developing procedural guides and appeal briefing documents
4

Advanced level Microsoft Excel and Word

Knowledge of Raisers Edge supporter database

Knowledge of the rules and regulations of Gift Aid, Direct Debit, Data
protection and PCI-DSS compliance

Degree level or equivalent education
5