NSPCC JOB DESCRIPTION. Database Training and Support Manager. (Grade 5 - Senior Business Support Officer)

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1 NSPCC JOB DESCRIPTION Job Title: Database Training and Support Manager (Grade 5 - Senior Business Support Officer) Function: Department: Supporter Services and Database Administration Supporter Experience Date: April 2016 Supporter Data Manager Data Quality Manager Data Processing & Developments Manager Training & Support Manager Database Assistant Context and background The focus of the NSPCC Fundraising Strategy is the creation of the best supporter experience; to retain supporters, to increase our supporter network and to motivate the public to engage with the NSPCC cause and take action to protect children. The Supporter Services & Database Administration department plays a vital part in the NSPCC s supporter experience. The department aims to bring the supporter to the heart of everything we do whilst championing and delivering the highest standards of supporter service and experience. Our database systems are used across Fundraising to manage relationships and contacts with over 1 million active supporters. These systems are critical to ensure that we carefully look after the data that supporters give us, that we maximise the use of this data that allows us to offer all our supporters relevant and engaging information.

2 The Training and Support manager will lead on the delivery of high quality database training and support to all colleagues who use our fundraising database systems. The post-holder will line manage a small, busy team that is the initial point of contact by all colleagues needing database support and training. In addition to providing that immediate helpful response, they will also need to be able to recognise trends and training needs and put in place programmes to improve the understanding and usage of our systems. The post-holder will be able to demonstrate expert knowledge of CRM database systems, such as Raisers Edge and be very skilled in developing and delivering training and support for a diverse range of users. Specifically, the person in this role will contribute as follows:- Ensuring that they and their team deliver consistently high levels of service by providing database support for all fundraising colleagues and by proactively understanding the needs of all stakeholders. Ensure that their team delivers excellent induction and database training for all Fundraising staff on the most effective use of our database systems, including providing high quality support materials and developing users skills. Maximise Fundraisings use of supporter information across all our systems developing better integration that delivers a view of a supporters whole relationship with the organisation. Job Purpose To contribute to the Fundraising function s purpose of maximising income from supporters and potential supporter by taking responsibility to carry business support activities that contribute to fundraising activity. To deliver the agreed departmental strategy, goals and standards. To work effectively with a range of internal and external stakeholders in fundraising and other functions within the NSPCC to ensure effective and efficient business systems and support. To manage and develop teams in line with corporate standards and business requirements. Key Relationships - Internal Reports to the Business Support Manager. A member of staff of the Supporter Services and Database Administration department. Works closely with other Senior Business Support Officers, Business Support Managers and fundraisers in Fundraising to develop information, reporting and/or fundraising initiatives. Engages with staff in other NSPCC functions, such as Services for Children and Young People, Communications, Finance and Admin

3 and Information Systems, as necessary to add value to fundraising activities. Key Relationships External Works and develops effective working relationships with a range of agencies and suppliers that support fundraising relationships and activity. Main Responsibilities 1. With the Business Support Manager, to devise, agree and deliver particular aspects of the SSDA s department s annual business plan and budget to enable the NSPCC to plan its activity and services. 2. To work with the business support manager to maximise the opportunities by which the business support activities of SSDA can contribute to the NSPCC s mission of ending cruelty to children over and above fundraising objectives through providing advice and support on NSPCC projects and initiatives. 3. To maximise income by sharing knowledge, specialist expertise and experience of a specialist business support area with others in order to add value to cross-market fundraising activities. 4. To be responsible for the delivery of particular aspects of the annual business plan through building and maintaining relationships with others, such as staff, stakeholders and external contacts in order for them to deliver business support requirements. 5. To correspond effectively with customers and stakeholders using creative and engaging methods of communication, including written, verbal and electronic mechanisms. 6. To proactively take steps to improve business support systems and information that affect fundraising activities and staff through understanding how information and business processes are used, evaluating their effectiveness and efficiency on an on-going basis and making recommendations for and implementing improvements. 7. To be the key contact for agencies and other suppliers who support fundraising, ensuring appropriate agreements are in place and that goods/services are delivered as agreed. 8. To work with senior business support officers and fundraisers in other departments to maximise relationships with NSPCC supporters by identifying potential fundraising opportunities, sharing information, coordinating work and streamlining business reporting requirements.

4 9. To undertake specific projects as necessary or as required to support the departments fundraising as a whole. 10. In line with business requirements, to recruit, train, develop and manage staff in line with NSPCC policies and practice including regular team meetings and regular performance reviews, coaching and mentoring staff to achieve high performance, growth and personal development. Responsibilities for all Fundraising staff To be responsible for updating databases and supporter information systems on a regular basis in line with Data Protection legislation and NSPCC policy and procedures to ensure all records are up-to-date and accurate. To lead and actively participate in regular department and team meetings, contributing to strategy, discussions and decisions which will be beneficial to the NSPCC s development of fundraising activities. To maintain an awareness of own and others Health and Safety and comply with the NSPCC s Health and Safety policy and procedures. To take personal responsibility for keeping up to date with NSPCC work to end cruelty to children, including securing updates on project and service developments and general NSPCC news.

5 Skills and abilities PERSON SPECIFICATION 1. Excellent communication skills, able to understand interpret and present complex information in a clear and accurate way for a wide range of audiences. 2. Proven ability to build, manage and develop relationships within an organisation and externally and achieve objectives through these relationships. 3. The ability to plan, monitor and implement projects/initiatives to agreed deadlines often with conflicting priorities. 4. A proven track record of working with and through other teams and departments to maximise results for an organisation. 5. Ability to identify and devise creative solutions and opportunities and to research and evaluate their viability in order to achieve desired outcomes. 6. Highly developed leadership, management and team building skills, and working well with others as part of a team, giving support and recognising expertise in others. 7. An ability to organise and plan own work and the work of others, identifying conflicting demands and establishing clear priorities in order to meet agreed objectives. 8. Well developed ability to apply effective numeracy skills in interpreting, analysing and presenting complex data in clear and accurate format to meet desired outcomes. Knowledge and experience 9. Significant experience and success in delivering high quality database training and support to users across a busy, complex organisation. 10.Highly skilled at continuously developing support and training services that meet changing business needs, also skilled at measuring their effectiveness. 11.Expert knowledge of and experiences in maximising the use of large scale CRM databases. Personal characteristics 12. A commitment to apply NSPCC s values and behaviours to all aspects of work.

6 13.Willingness to work flexibly in approach to work and/or work time requirements