Job title: Supporter Experience & Data Processing Coordinator

Reports to: Supporter Operations Lead

Working pattern: hybrid, minimum 2 days in office per week

1.      About my role

Coordinate third-party delivery of inbound and outbound multi-channel customer service, including email, telephone and post, to members, supporters, and the wider public; and manage escalated enquiries and complaints to resolution. Ensure role-related CRM tasks are carried out in a timely and accurate manner including processing data imports and updating contact records. Contribute to the wider delivery of Membership operations including the development, implementation and ongoing monitoring of policies and processes, to support the development of the Art Pass and associated products, and the growth and retention of Art Fund’s membership/supporter base.

2.     How we work

Collaborative & Inclusive

·       We work together to achieve success and make the most of opportunities           

·       We value contribution - ensuring everyone's voice is heard and everyone's experience matters

·       We keep up to date with internal and external activities -  proactively reaching out and positively responding to requests for support

·       We care about each other, respecting and appreciating differences, so that everyone feels included

Curious & Innovative

·       We try new things     

·       We ask questions      

·       We encourage openness and ideas

·       We embrace change

Expert & Impactful

·       We do our best work, are clear on priorities and understand sometimes priorities change

·       We make decisions based on insights and measurable results                                

·       We communicate on a diverse range of subjects in ways that are accessible to everyone

·       We share our knowledge and expertise, and draw on that of others, to get things done

Trusted & Trusting

·       We're open and honest with each other, giving and receiving constructive feedback

·       We trust others to involve us at the right time                

·       We are trusted, and trust others, to do their best work and deliver on time

·       We celebrate success, learn from mistakes and have a no blame culture

3.     Key accountabilities

Supporter services

·      Member Enquiry Resolution & Escalation Management: Serve as primary point of escalation for complex enquiries and complaints via the members' email inbox and Art Fund's CRM, investigating member history to log, track, and resolve issues with their SLA, while acting as liaison between Supporter Experience, Digital Experience, and the third-party contact centre to proactively prevent and resolve issues relating to member experience.

·       Third-Party Partner Management: Monitor and manage the performance of our third-party contact centre. This includes conducting call listening, reviewing correspondence and leading training and L&D initiatives to ensure adherence to SLAs, technical processes, and high service standards. This also includes working with the Senior Operations Lead to feedback and improve related areas that impact supporters, across print, production, and fulfilment services.

·       Data Integrity & CRM Development: Manage data imports, with high level to detail on data quality, onto the CRM ensuring GDPR compliance, identifying processing issues and streamlining data entry and operational processes. This includes collaborating with tech, data, and IT teams to identify, write, and test user stories supporting the new CRM rollout and ongoing system development, with a supporter first approach.

·       Process Improvement & Documentation: Continually refine customer service through innovative procedure improvements, copywriting FAQs, policy documentation, and campaign briefings that equip teams and enhance consistency across supporter interactions.

·       Cross-Department Collaboration: Coordinate with in-house teams including Audiences, Digital Experience, Data and Tech, to prepare campaign briefs, advise on customer service policies, support new membership product launches, and contribute to test-and-learn approaches to improve supporter experience.

·       Strategic Business Objectives: Proactively contribute to Art Fund’s objectives, growing membership retention rates and increasing profit margins by working closely with the Senior Operations Lead, enhancing procedures, optimising customer experience, and monitoring fulfilment house SLAs for membership delivery.

Close working relationship with Head of Membership, Marketing Managers, Marketing Coordinators, Data and IT teams.

Other:

·       To work within Art Fund policies and procedures including, but not limited to, health and safety, data protection, sustainability, procurement, AI, technology and equality, diversity and inclusion

·       To actively participate in the wider life of the Art Fund

·       To undertake other duties as requested by the Art Fund from time to time

4.     About me

Knowledge

·       Computer literate, with excellent MS Word, Excel and Outlook skills

·       Understanding of GDPR and the Data Protection Act

·       Awareness of fundraising regulatory bodies e.g. Fundraising Regulator and ICO

·       Understanding of The Direct Debit Guarantee, PCI DSS and Gift Aid

Awareness of the Fundraising Preference Service

Skills

·       Ability to effectively support, train and manage staff, and to delegate work effectively

·       Excellent verbal and written communication skills

·       Ability to communicate with empathy and professionalism

·       Ability to assimilate information quickly and to communicate it accurately

·       Ability to follow procedures and contribute to improving business processes

Ability to prioritise tasks and effectively manage work with minimal supervision

·       Data selection and manipulation skills for communication purposes or reporting

Experience

·       Substantial experience of working in a busy customer service environment

·       Experience of dealing with complex enquiries and complaints from the public or supporters

Experience of using CRM database systems

·       Experience of working with third-party contact centres

·       Experience of working with third-party suppliers

·       Experience of working with MS Dynamics or Salesforce

Experience of creating training materials and facilitating group training in either an in-house or third-party provider setting

Ways of working

At Art Fund we recognise the need to develop working practices that enable employees to maximise their performance and productivity to meet our strategic objectives, whilst maintaining a good work

life balance. Our ways of working policy is to set out a framework that empowers people and teams to decide how they want to work, whilst staying connected, collaborative, and getting the job done.