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HEAD OF DONOR CARE
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WELCOME LETTER FROM THE DIRECTOR OF FUNDRAISING Thank you for your interest in our Head
70% of our voluntary income comes
As Head of Donor Care, you will be
of Donor Care role.
from patients and their loved ones. And
driven to dramatically increase our
Addenbrooke’s Charitable Trust (ACT) is
yet fewer than 1% of hospital visitors
number of donors and fundraisers, with
the independent charity that raises funds
give to the charity. We are embarking
a strategic focus on driving up donor
and makes grants in order to improve
on an ambitious strategy to double our
satisfaction.
the experience of patients and their
voluntary income over 5 years; moving
As a member of our Management Team,
families at Addenbrooke’s and the Rosie
away from traditional fundraising
you will be commercially astute, a strong
hospitals in Cambridge.
methods. Instead we will focus on
communicator and enjoy working with
building a sustainable “grateful patients”
people who strive for excellence.
In 2016/17 we raised £11.8m (of which £6.1m was voluntary) and spent a total of £8.2m achieving benefits for patients and families that are over and above those that can be achieved through the NHS. We invest in projects that enable the hospital to treat more patients, transform NHS care, drive innovation through technology and process-driven change, cutting-edge research projects, the latest equipment to speed up treatment and recovery, or give patients a bit of normality with less fear and anxiety while they’re in hospital. Hospital staff that work with the charity see us as proactive, problem-solving, successful and passionate about what we do.
fundraising programme, training and educating hospital staff to recognise when philanthropic opportunities present themselves. We will increase staff awareness of the charity by partnering with key hospital departments on a collaborative basis, working closely with hospital management to install
If you are great at what you do, excited by a challenge and want to work hard doing a job that you love, I would really like to hear from you. Gemma Downham Director of Fundraising Addenbrooke’s Charitable Trust
visible and involving charity display and giving opportunities, with the aim of doubling the number of visitors and staff that give to and endorse the charity. I am looking for a talented, highly motivated and innovative professional who wants to play a key role in the exciting journey ahead. A strong leader who can inspire and support our hard working, cheerful and passionate fundraising team.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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THE OPPORTUNITY Addenbrooke’s Charitable Trust (ACT) is seeking an exceptional individual for this new and exciting position. The postholder will spearhead a move to being donor-focused and cause-driven, moving away from the traditional fundraising model used by so many organisations. The potential is huge and the rewards significant. The postholder will drive an ambitious step change in donor acquisition and donor experience, embedding a culture of innovation, business process, responsiveness and ambitious growth. The Head of Donor Care will lead and inspire a team of eight, building a function that is innovative and leads the way in donor care. Working closely with the Director of Fundraising and the senior management team, s/he will develop and implement a strategy that is donor-focused and cause-driven. This is a pivotal role for the Charity as it seeks to make an ambitious step change in donor acquisition and donor experience, embedding a culture of innovation, business process, responsiveness and ambitious growth. This is a unique opportunity that has the potential to revolutionise donor care and stewardship in the broader not-for-profit sector, and deliver real and meaningful growth for ACT.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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ADDENBROOKE’S CHARITABLE TRUST Addenbrooke’s Charitable Trust is an
Fundraising at Addenbrooke’s
The Fundraising team has big ideas for
ambitious Charity with a bold and
Charitable Trust
the future and has restructured in order
strategic vision located in a beautiful
ACT is one of the largest NHS Charities
to deliver these. The new position of
and thriving city. It is the independent,
outside London. Its income has grown
registered Charity that raises funds to
year-on-year as it has evolved from
support Cambridge University Hospitals
being a “receiving” charity to a proactive
(CUH) comprising Addenbrooke’s and the
fundraising organisation with its own
Rosie Hospitals.
professional fundraising team. The
The Hospitals have earned the
Charity raises on average £5M pa and
reputation of being among the
spends £0.5m every month on patient
world’s best academic healthcare
care.
organisations, and ACT’s aim is to
ACT fundraises in order to support
support those achievements by raising
projects and facilities that are beyond
funds for cutting-edge technology, additional specialist staff, environmental enhancements and extra comforts for patients that make all the difference. The Charity also provides seed funding for early stage research projects, supporting the hospitals’ clinical academics keen to embark on a research career. This funding then often leverages more ambitious research funding opportunities, and as such can be an essential component in identifying global cures and advances in treatment.
the boundaries of NHS funding to Every year, half a million patients from
achieve the highest possible standards
all over the UK and the world along
and outcomes in patient experience,
with their families pass through the
clinical care, research and education.
doors of the Cambridge University
In 2015, the Charity celebrated its
Hospitals. These are individuals whose lives are often profoundly affected by their experience and who are keen to engage with and support the work of the Hospitals through ACT. The Head of Donor Care will play a key part in the development of a ground-breaking strategy to build a grateful patients
It is a very special place to work – a
programme, the first of its kind in the
complex, exciting, stimulating institution,
UK. With support and commitment for
employing outstanding individuals who
this initiative from the Board of Trustees,
provide outstanding care and undertake
the senior management team of CUH,
outstanding research.
clinicians and staff, this is a very exciting time to join the Charity.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
tenth anniversary. In 2016, it played a major role in the 250th anniversary celebrations of Addenbrooke’s Hospital. In March 2017, the Charity adopted a
Head of Donor Care will play an integral role in developing and implementing strategy. The postholder’s objective will be to develop and implement a new acquisition strategy to ‘recruit’ patients and loved ones to support Addenbrooke’s, revolutionising and re-engineering the existing donor care processes. Developing and leading the fundraising and stewardship strategy for all of ACT’s fundraisers and donors giving up to £10k, the Head of Donor Care will proactively grow the Charity’s patient fundraising programme by developing a mass recruitment and engagement strategy for Addenbrooke’s patients and staff. ACT’s work has a big impact on real people – you can be a part of this.
new, modern constitution and became fully independent of the NHS. In 2017, Gemma Downham was appointed Director of Fundraising to lead an ambitious and innovative fundraising programme. The Charity is committed to the new strategy and has worked hard to build internal consensus and a collaborative approach within a complex environment.
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CITY OF CAMBRIDGE Cambridge is one of the most ancient of cities as well as one of the world’s fastest growing business clusters. With a population of only 120,000, the city has more billion dollar companies than much larger UK cities, near full-employment and productivity levels 30% above London. It is rapidly becoming the most exciting technology cluster in Europe, with companies such as Microsoft and Apple alongside exciting start-up companies, with a total of some 4,000 knowledge-intensive firms. The city has one of the highest concentrations of Nobel prize-winners in the world. Regularly voted one of the top 10 places to live and work in the UK, Cambridge has become an increasingly dynamic and desirable place to live and work. Key to this is the expansion of the Addenbrooke’s site as the new Cambridge Biomedical Campus is built.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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STAFF DIAGRAM: FUNDRAISING DIRECTOR OF FUNDRAISING
HEAD OF MAJOR
HEAD OF
HEAD OF
RELATIONSHIPS
DONOR CARE
COMMUNICATIONS
LEGACIES
MAJOR
CORPORATES
TRUSTS
MASS
MASS
DONOR
DONOR
INTERNAL
LEAD
DONOR
LEAD
LEAD
DONOR
EVENTS
SERVICE
INSIGHT
COMMS
ENGAGEMENT
LEAD
LEAD
& DATA
LEAD
LEAD
LEAD
LEAD
MAJOR
TRUSTS
DONOR
EXTERNAL
DONOR
JUNIOR
SERVICE
COMMS
CO-ORDINATOR
LEAD
FUNDRAISER
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Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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JOB DESCRIPTION REPORTS TO
LINE MANAGEMENT RESPONSIBILITY
Director of Fundraising
Team of four
SUMMARY The Head of Donor Care is a new role and demonstrates a commitment by ACT to be donor-focused and cause-driven, signifying a move away from the traditional fundraising model driven by mode of giving (eg community, in memoriam, regular gifts, appeal giving, individual giving etc). The Head of this team will recruit and look after all fundraisers and donors giving up to £10k. You will drive an ambitious step change in donor acquisition and donor experience; embedding a culture of innovation, business process, responsiveness and ambitious growth.
ROLE You will deploy a new acquisition strategy to ‘recruit’ patients and loved ones to support Addenbrooke’s. You will lead a new team that will revolutionise and re-engineer our donor care processes; evaluating current and recommending new systems to develop a gold-standard customer-service driven team; the Donor Service Team. You will breed a culture of innovation, responsiveness, business process, performance and service excellence and your team will be pivotal to the Charity’s success. You will develop and lead a fundraising and stewardship strategy for all of ACT’s fundraisers and donors giving up to £10k. You will proactively grow ACT’s patient fundraising programme by developing a mass recruitment and engagement strategy for Addenbrooke’s patients and staff. You will also develop a loyal supporter base by providing an efficient gold star service to all supporters from first point of contact, through systems-driven operations. The role will allow you to have a great amount of strategic impact and you will lead a team of eight including functions that cover patient fundraising, mass engagement events, donor insight, data quality, customer satisfaction (donors, clinicians and staff) and systems re-engineering to deliver a measurable customer service model.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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JOB DESCRIPTION DUTIES Recruitment of new supporters and hospital staff to drive growth 1.
Grow support and esteem for the Charity amongst staff and patients by developing mass patient and staff awareness and recruitment strategies in collaboration with the hospital engagement and comms teams.
2.
Double the number of patients and loved ones giving and fundraising for the hospital over 5 years (Charity-wide ambition).
3.
Create three permanent Charity fixtures in the hospital staffed by volunteers to increase interaction with hospital visitors and staff, increasing awareness of the Charity and secure donations.
4.
Identify innovative ways to recruit new supporters and hospital staff, that are consistent with ACT’s overall strategy and brand.
Retention of our largest pool of smaller givers (donors & fundraisers) 1.
Build a gold-standard service-oriented team, thriving on slick systems to look after donors and fundraisers in a speedy, professional and accurate way.
2.
Evaluate donor behaviour, track trends in giving and provide strategic insight to drive ACT’s growth strategy.
3.
Streamline and enhance donor stewardship for this group regardless of their mode of giving.
4.
Roll out a programme to measure donor satisfaction and deepen donor involvement in ACT’s fundraising strategy.
Create a culture of donor care to improve donor satisfaction You will inspire the organisation to have supporters top of mind, bringing the voice of the supporter into all decisions. High quality customer service is not just about satisfaction, it’s about efficiency and employee engagement. Because of your action ACT will see dramatically improved supporter satisfaction and re-engineered donor thanking processes. You will ensure that all supporters receive an exemplary level of care and attention. You will inspire and motivate them to continue connecting and contributing to our work, making a real impact to patients at Addenbrooke’s. You will continually strive to innovate and evolve to meet donor and hospital staff needs. Provide the wider team with a centralised, responsive service to empower the fundraising team to spend more time on fundraising, while devolving tasks requiring technical skills to the donor service team, such as data extraction, mailing fulfilment, event logistics, donor recognition, monthly KPI reporting, legacy administration, response handling, thanking and triage. Ensure accurate reporting, development and utilisation of data and strategy to drive the organisation’s understanding of its supporters and their needs. You will develop and project manage carefully prepared activity plans, with specific objectives budgets and timeframes. You will keep abreast of changes to fundraising regulation and ensure ACT’s compliance at all times.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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JOB DESCRIPTION
PERSON SPECIFICATION
GENERAL CORPORATE REQUIREMENTS
•
Extensive experience of developing customer-focussed programmes
a.
•
Proven management and/or relationship management experience at a senior, strategic
To adhere at all times to ACT’s policies and procedures as varied from time to time
b. Undertake not to reveal to any person or entity any confidential
level •
information relating to donors, patients and employees, policies, processes and dealings and not to make public statements relating to the affairs of ACT without prior authority of the Director of Fundraising or CEO c.
To ensure the effective and efficient use of ACT’s resources
compliant environment •
Customer experience will have been at the heart of your previous roles
•
Experience of customer acquisition
•
Detailed knowledge, understanding and demonstrable application of customer relationship management systems, including experience of delivering high quality and
d. To ensure that all duties are carried out to the highest possible standard e.
f.
useful reports both to monitor progress and to support strategic decision-making
To be aware of individual responsibilities under the Health and Safety at Work Act (1974)
•
Strong commercial acumen and understanding of business processes
To respect the confidentiality of all matters learned in the course of
•
Significant experience at a senior level with a demonstrable track record of success
•
Experience and approach of constantly evaluating performance through measurement,
employment and respect the requirements of the Data Protection Act (1998) g.
To work in line with the Institute of Fundraising Code of Practice and other relevant legislation and guidance
h. To ensure due regard is given to customs, values and spiritual beliefs of supporters, patients, carers and their relatives i.
To perform any other duties that may be required from time to time
j.
To participate in team meetings, planning and any corporate
KPIs and targets •
time To undertake any other reasonable task as may be identified as necessary by the senior management team from time to time The job description outlines the duties required of this post to indicate the level of responsibility. It is not a comprehensive or exclusive list and duties may be varied from time to time which do not change the general character of the job or the level of responsibility outlined.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
Data savvy with an ability to interpret data to generate donor insight, and able to present complex data in concise and impactful ways
•
Track record of striving continually to drive change
•
Strong leadership skills; able to make tough decisions
•
Able to think strategically and innovatively and turn that thinking into realistic plans and activities
development activities and initiatives as may be identified from time to
k.
Established track record of exceeding targets and KPIs in a quality-led, legislative
•
The ability to proactively implement plans to time, to budget
•
Excellent influencing, interpersonal and communication skills
•
A commitment to the mission of ACT supported by a strong understanding of the importance and impact of fundraising success
•
An understanding of Fundraising Regulations, GDPR compliance, and data management [Desirable]
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TERMS & CONDITIONS Location
Cambridge Biomedical Campus, Hills Road, Cambridge, CB2 0QQ
Salary
£ competitive
Hours of Work
37.5 hours per week. At this level, the postholder will be required to be flexible with working hours.
Annual leave
25 days per year plus the English and Public holidays (pro rata for part time hours)
Probationary Period
6 months
Pension eligibility
Generous pension scheme including Life cover.
APPLICATION PROCESS Please apply by submitting a copy of your Curriculum Vitae (CV) and a covering letter highlighting your suitability for the position by email to: catrin.atkins@execucare.com For an informal conversation prior to applying to this role, please call Joanna Logan on 020 3589 0467 or Nicola Reames on 020 3621 1540.
Candidate Information Pack | Head of Donor Care, Addenbrooke’s Charitable Trust
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