Are you a motivated and committed individual with a passion for making a difference?

If so, we have an exciting opportunity to join our fantastic team at the Wales Air Ambulance Charity as a Supporter Engagement Co-Ordinator.

Please note this is a fixed term role for 9 months.

The role is Hybrid - Dafen Office/Home working.

Click Here to download the Job Description

About Us

Wales Air Ambulance delivers advanced lifesaving medical care to people across Wales, 24/7. We are the only air ambulance charity based in and dedicated to the people of Wales and rely entirely on your charitable donations to raise 11.2 million every year to keep the helicopters in the air and rapid response vehicles on the road.

We have successfully grown our service over the last twenty three years from a single aircraft operating five days a week from a single base in South Wales to the four aircraft 24/7 service model that we have today.

With a motto of "Serving Wales, Saving Lives", we are absolutely committed to delivering the very best service we can for the people of Wales.

Job Purpose

To support the Individual Giving team and wider fundraising department by maximising sustainable income generation through the development and implementation of donor acquisition, retention, and supporter journeys that deliver first class supporter experience to donors and stakeholders.

As part of a team be the first point of contact for the stewardship of fundraising enquiries through direct communication with supporters via a variety of channels

Main Duties and Responsibilities

• Be the first point of contact for a range of fundraising enquiries and correspondence through email, telephone, and post from new and existing supporters.

• Personally steward individual and third-party fundraisers generating up to £1,000 in fundraiser income, setting key actions for proactive and outbound stewardship.

• Support the effective and consistent use of the charity’s CRM (Raisers Edge NXT) and compliant data management.

• Deliver efficient, timely and compliant fulfilment of supporter communications and supporter gift processing (cash, direct debits, 3rd party donations) and reconciliation, including thanking and fulfilment across a range of channels.

• Implement CRM workflows so colleagues and departments are assigned tasks to support and engage with all supporters.

• Support the fulfilment of income generation initiatives, taking ownership of a defined area of support or project.

• Prioritise the development of long-lasting relationships with all supporters, maximising opportunities to improve relationships, increase engagement and income.

• Participate in regular donor pipeline review meetings, proactively identifying individuals, groups and organisations for stewardship by wider fundraising team members.

• Ensure all individual giving activity complies with the appropriate regulation and legislation and delivers an excellent experience for supporters. Identify potential new individual giving audiences and inform acquisition strategies in order to grow the individual giving donor base.

• Work across the organisation to champion and promote individual giving and to implement excellent supporter care.

• Identify and develop the systems and processes necessary to deliver effective individual giving activity including the website and email, fundraising database, data analysis tools and social media.

• A willingness and ability to travel across Wales, and work outside of usual hours (Monday – Friday 9am – 5pm) to support delivery of the portfolio where required.

• Promote a culture of continuous improvement, insight, and innovation.

• Ensure full compliance with all relevant legislation and codes of practice, including but not limited to Fundraising Codes of Practice and Lottery regulations

Personal Specification - Essential Criteria

• An adaptable people person with outstanding customer services skills.

• Excellent communication skills with an ability to positively engage supporters, stakeholders, and colleagues.

• A collaborative worker, who is able to foster and maintain effective relationships with colleagues, stakeholders, and members of the public.

• Excellent IT skills including MS packages, databases, and CRM systems.

• Good use of technology with the confidence to lead on change that makes an impact.

• Ability to work autonomously towards a shared strategy and objectives.

• Excellent time management and organisational skills with the ability to plan and prioritise work; handle conflicting demands, manage a wide range of projects, and meet tight deadlines.

• Drive, enthusiasm, and determination to deliver targets and can deal positively with setbacks, identify, and implement solutions to difficulties.

• Ability to be diplomatic and assertive in view of achieving the best outcomes for the charity.

• Highly motivated with the ability to take the initiative on implementing and advancing community plans.