Our client is looking for a Care Administrator to join their team for a 12 month maternity cover. Working: working remotely under COVID restrictions Hours: full-time, 35 hours per week Salary: £19,500pa - pro-rata if applicable Contract type: Maternity Cover - 12 months Travel: Occasional travel to the London office SummaryAs a Care Administrator, you will be working as part of a small team to answer questions and provide support to customers, family members and health care professionals and the wider organisation. You will have experience of data inputting, a good telephone manner, excellent attention to detail and be a strong communicatorAbout the roleThe team acts as the first point of contact for our supporters. The team also leads on the accurate and timely banking and recording of donations and ensures that these donations are thanked appropriately.You will provide an excellent supporter care experience, whilst helping to build supporter loyalty and contribute to the delivery of innovative and high-quality communications to deepen relationships.The role is central to the fundraising and other team's ability to monitor and meet organisational targets whilst ensuring opportunities to enhance supporter/customer relationships and increase retention are maximised.The post holder will have exceptional communication skills especially when handling a wide range of enquiries by mail, telephone, email and online as well as being warm, informative and polite.Key requirementsTo be the first point of contact for both existing and new supporters/customers who respond to the fundraising and marketing and other activities. This happens over the phone, email and via website channels. To manage incoming calls and emails coming into our head office and refer enquiries to other staff as appropriate. To remain professional and helpful at all times in order to develop and sustain supporter/customer relationships whilst adding value to their experience to build loyalty and maximising the lifetime value of supportersHigh level of empathy and focus on people with arthritisExperience of working in a customer/supporter care environment with direct contact with customers/supporters having an excellent customer service ethosExperience and knowledge of using CRM databases (thankQ would be an additional advantage) and Microsoft OfficeWorking to high levels of accuracy and with excellent attention to detail.To undertake outbound communications to supporters/customers to add value to their experience and to inform quality control measures.To ensure adherence to HMRC's regulations concerning Gift Aid. Process manual Gift Aid claims and ensure that all Gift Aid documentation is kept centrally and in good order and that supporter records are credited appropriately.To manage and respond to supporter/customer complaints in line with the complaints policy. To record complaints in the supporter database as required. To understand the charity's commitments and responsibilities as members of the Fundraising Regulator.To monitor personal and team performance against agreed service levels ensuring expectations of supporters/customers and internal stakeholders are exceeded.Maintain data on turnaround times and supporter/customer experience and report on team performance to internal stakeholders as appropriate.To record (in appropriate systems such as the CRM, paper records or any other system) all types of activity in a professional and legally compliant and appropriate way, making sure we have records for audit purposes (particularly in relation to GDPR, gift aid and FPS).Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website