Support Care Coordinator

February 2018

Join the family … be part of the end game

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Contents

Letter from the European and UK Director 3

Job Description 5

Person Specification 7

Conditions and Benefits 9

Team Structure 10

Team Culture 11

Recruitment schedule and how to apply 12

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I’m delighted to introduce you to Animals Asia, a progressive, dynamic and global organisation

making great advances in animal welfare predominantly in China and Vietnam, but with reach

across Asia. In 1998, we set out with a primary goal of ending bear bile farming – a horrific trade

that is arguably the world’s cruelest form of animal abuse. Last year, the Vietnamese

Government announced its partnership with Animals Asia to bring this to an end by 2022. We

are also at the forefront of ending the cat and dog meat trade and ending the use of animals in

performances across Asia. Across the board, we are making rapid and significant progress.

Our fundraising team is equally progressive and exciting. Filled with talented, passionate and

dedicated people we have the ambition to match our potential and have been growing steadily

since 2012 over which time we have doubled income from £1.1m to £2.2m in 2017. But this is

only the tip of our potential. We are investing in recruiting the right people who share our

ambition to double our income again – and if you’re like us, you’ll want to do it faster this time.

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The foundations for growth are well established. We have a vast network of passionately loyal

and committed supporters from all over Europe. The communication and care of supporters who

are deeply involved in the charity is a crucial, highly valued task. Yet, there is undoubtedly the

potential to improve this. To support the growth, we have developed a range of activities that

will be launched in 2018.

The ideal candidate will have a track record that demonstrates their love of animal welfare,

experience in supporter care and fundraising. You will have strong communication skills, a talent

for organisation and a good knowledge of fundraising strategies. We would love to find

somebody that will support our busy European office and provide excellent administration

support for our wider team through a varied workload. As an ambitious, growing charity there is

scope for you to build your own team here – the opportunity will be commensurate with your

success.

The next years will be an amazing time at Animals Asia in programmes and fundraising. We are

looking for that special someone who wants to be part of this inspirational journey and has the

passion and skills to lead our incredible network of supporters to new heights.

If this sounds like you, I look forward to hearing from you. Warmly,

Jo Dunsford European and UK Director

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Job Description

As Supporter Care Coordinator your remit is to provide support to our fundraising teams

(Individual Giving and local markets) and ensure the donors to Animals Asia receive outstanding

supporter care. This includes processing donations, responding to supporter enquiries,

maintaining the fundraising database and the supporter journey. Ensure adequate

administrative support is available through staff resources (mini jobs, volunteers etc). Any other

day to day office management requirements.

1. General Supporter Care

Act as first point of contact for Animals Asia Europe: o answering the phone & responding to enquiries by email/letter o responding to supporter enquiries re: our campaigns & fundraising o Provide supporter updates

Develop & maintain good relationships with Animal Asia’s supporters

To develop a good understanding of the charity’s aims & objectives & keep abreast of campaign developments in order to be able to deal with supporter enquiries

2. Fundraising support

Attendance at fundraising events where appropriate

Provide support & promotional/fundraising resources for Volunteer Support Groups & Community Fundraisers

Process event registrations & tickets

Ensure fundraising communications and resources meet European legal & best practice requirements

Direct Mail: Checking data pulls for mailing lists

Legacy Administration

Active participation in team meetings

3. Income processing

Work closely with the European Supporter Care Manager, Supporter Care team & volunteers to ensure the timely processing & acknowledgement/receipting of donations via all fundraising channels

Process merchandise orders

Process online & offline animal sponsorship programmes

Ensure donations are processed with accurate coding

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4. Database Management and Data protection

Data management & reporting via donor database

Ongoing review & development of office & database processes to increase efficiency

Ensure local European legal requirements are met with regards to acknowledgement of donations

Keep abreast of Data Protection & Charity Law

5. Admin, office management and financial reporting

Management of incoming & outgoing post

Design & Maintain filing systems

Recruit, train & supervise Mini-job team member & Volunteers

Maintenance of Office facilities, IT systems & Staff mobile phone contracts.

Ensure the EU market meets financial & legislative requirements eg, Insurance

Handle procurement related concerns

Stock takes

Order & maintain stock levels (Stationery, PR & Programme materials, merchandise, office sundries etc)

Management & update of pipelines

Process & maintain incoming & outgoing finances as required, including liaison with Finance Team & Accountants eg, Banking, staff expenses, petty cash, staff credit cards.

Facilitation of month end reconciliations & year-end financial audits

6. INTER-DEPARTMENT RELATIONS

Ensure that inter-department & inter-personal relationships are positive, cohesive, & contribute to the overall mission of AAF

Develop & maintain effective working relationships with management in regard to work procedures & employee relations.

7. CONTINUOUS IMPROVEMENT

Contribute to the on-going review, development & implementation of changes to improve the productivity & efficiency of AAF

Participate in staff training & performance & development appraisal process to assist in the achievement of AAF objectives & mission

8. MISCELLANEOUS: Promote & advocate AAF to the general public

Perform other tasks as directed by the Senior Management of AAF

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Person Specification

Knowledge

Understanding of Data Protection principles and legislation D

Knowledge of animal welfare Issues and conservation D

Knowledge of accounting and reporting procedures D

Skills/Attributes

Fluent in German and English E

Ability to problem solve and work under pressure E

Excellent organisational skills and the ability to prioritise workloads E

Able to work on own initiative and make decisions independently E

Proactive in identifying opportunities for improved efficiency and growth E

Excellent interpersonal, communication skills with the confidence and ability to

communicate with people from varied cultural backgrounds E

Excellent attention to detail, able to input high volumes of data quickly, with accuracy E

Computer and IT literate, particularly Microsoft Office Package E

Be self-motivated & able to work as part of a team as well as independently E

Able to motivate and supervise office volunteers and support staff E

Be passionate about wanting to improving animal welfare E

Fluent in Italian D

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Experience A minimum of 2 years’ experience working in an administrative role E

Experience in a customer care environment E

Experience working with budgets and / or financial accounts D

Proficiency with using database software D

Experience supervising volunteers or staff members D

Experience of working in a fundraising team D

Qualifications Educated to degree level D

Circumstances Able to work occasional extended hours and weekends as required E

Able to accommodate global meetings early morning / late evening E

E: Essential D: Desirable

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Conditions and Benefits

Place of work

Herzogstr. 9, 80803 Munchen, Germany

Salary €26,000.00

Working hours

Full time – standard hours are 37.5 hours per week from 9am to 5pm Monday to Friday with a 30 minute unpaid lunch break. You will be required to work such additional hours as are necessary to fulfill your role which may include evenings and weekends. You will be expected to manage your hours, responsibilities and workload accordingly.

Reports to Head of Supporter Care, Europe & UK

Manages N/A

Budget responsibility

N/A

Probation The appointment will be subject to the satisfactory completion of a three month probationary period.

Annual leave Initially 30 days per year. plus 13 bank and public holidays. The holiday year runs from January 1st to December 31st.

Other benefits

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Team Structure

Director, Europe & UK

Major Donor Manager

(UK)

Trust and Grants

Fundraiser (UK)

Events Fundraising

Manager (UK)

Shop Manager

(UK)

Community Fundraising

Manager (UK)

Head of Supporter Care,

Europe & UK

Fundraising

Development Exec (UK)

Senior Supporter Care

Exec (UK)

Supporter Care Exec

(UK)

Supporter Care

Co-ordinator (Eur)

Gov. Vol

Supporter Care Exec

(Mini Job/Temp)

Community, Corporate

& Events Fundraiser

(EUR)

Major Donor Manager

(EUR)

“We are a small team of exceptional talent. Almost everyone in the team has been upskilled to enable promotions. I believe in working hard to find great people, then working even harder to keep them.”

Jo Dunsford, Director

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Animals Asia Culture – a few words from the team

“I love working for Animals Asia because we all share the same vision and we want to make a real

difference for the suffering animals. This dedication and this genuine spirit of cooperation create a family

environment where I really sense that people care about me as a person and about my professional

growth”.

Mara Finazzi, Major Donor Manager, Europe

“Animals Asia isn’t simply an animal welfare charity and my job isn’t simply a ‘Fundraising Events

Manager’. We are creating real change and leading the way on many projects to create a better and

more compassionate world for our animal friends. I get to contribute to that every day by working with a

truly outstanding team from all over the world and for an inspirational leader.”

Sarah Grant, Fundraising Events Manager, UK

“I've worked a lot of jobs in my life, but none have ever given me such a sense of belonging than my family

here at Animals Asia. Never have I been so excited to go to work each day and never have I met a group

of such inspiring, passionate and caring individuals. Working for this charity fills me with so much pride,

and I can't wait to see what the future brings and the change we will all make together.”

Lianne Ottewell, UK Senior Supporter Care Executive, UK

I have only recently become a part of this wonderful family which promotes the strengths of the employees and offers great opportunities for a career within the organisation. I’ve been here less than a year and have already been promoted twice.

Veronica Ritacco, Community, Corporate and Events, Europe

I have been with Animals Asia for over 10 years and feel very fortunate to work with such a passionate and dedicated group of colleagues. Every day brings new challenges and opportunities to learn and develop. I couldn’t be prouder of our achievements on the ground and the positive framework within which we aid the growing Animal Welfare movement within Asia.

Lara Simpson, European & UK Supporter Care Manager

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Recruitment schedule and how to apply

To apply Please send CV’s with covering letter outlining how you meet the person specification and why you should be considered for this role.

mfinazzi@animalsasia.de Quote Ref SCS 18

Closing date Noon, Monday 12 March 2018 First interview Friday 9 March 2018 Second interview Friday 16 March 2018

To find out more www.animalsasia.org