Keith Wiseman Email & Phone Number

• Process and thank all income using the Raiser’s Edge Database within set SLA’s• Process Gift Aid in line with HMRC guidelines• Follow GDPR rules and regulations when processing personal data• Download and process data from third parties in order to reconcile donations• Process and reconcile credit and debit card donations made through telephone or post, to ensure accurate allocation of donations• Carry out in house direct debit collections and data processing in accordance with BACS processes and procedures• Manage the process for the setting up, amending and cancellation of direct debits and standing orders• Produce monthly Remittance Report to enable Finance to allocate reconciled income to MS Society Groups• Deal and respond directly to complaints and feedback received in accordance with our complaints and feedback procedures• Open post to reconcile income received and log supporter correspondence• Provide excellent customer service with supporters, members, volunteers and groups through letter, email, telephone, social media and via web-chat that maintains and builds relationships to encourage further support• Take ownership and deal with all correspondence including, complaints and feedback received through to conclusion

London, United Kingdom

• Deliver excellent supporter care to all enquiries via telephone, email, or letter and deliver appropriate responses.• Analyse and resolve any complaints. Liaise with other teams/external suppliers to do so.• Open, log and distribute daily post. Record all supporter donations on Postal Income Log.• Process credit card payments over the phone via Rapidata.• Record supporter donations onto Raiser’s Edge database using correct source codes.• Create and amend supporter records. Record supporter fundraising activity.• Process card donations and Direct Debits via Third party suppliers.• Ensure supporters receive thank you responses within agreed service levels.• Send out fundraising material and manage stock levels via Valldata online portal.• Code supporter Just Giving and Virgin Money Giving pages to correct fundraising activity and assign to correct supporter record• Manage new and existing Direct Debits.• File and record Gift Aid Claims.

London, United Kingdom

• Ensure high level of supporter care by providing timely handling of all enquiries via telephone, email, letter or social media and deliver appropriate responses.• Create and amend supporter records on Raiser’s Edge.• Send out fundraising packs and materials to supporters via Mosaic. Manage stock levels.• Record, investigate and resolve any complaints. Provide feedback to teams.• Open, sort through and log daily post. Record income on the Daily Income Spreadsheet and pass all cheques, vouchers and cash to Finance. Take credit card payments over the phone.• Record supporter donations onto Raiser’s Edge database using correct source codes, including online fundraising pages, bank and CAF transfers.• Ensure supporters receive thank you responses within agreed KPI service levels.• Reconciliation of supporter donations. Liaise with Finance, Direct Marketing and other teams.• Manage new and existing Direct Debits via Rapidata.• Scan in Gift Aid declarations to supporter records. File and record Gift Aid Claims.• Record all actions with supporters on database to ensure an accurate supporter journey.

London, United Kingdom

Duties and Key Responsibilities • Handle all enquiries from donors, members and prospective supporters by telephone, letter and the Internet. Ensure that all enquiries are handled within agreed standards. • Process fundraising income ensuring that the correct income code is allocated and recorded on the database within agreed timescales. Reconcile all national fundraising income with Finance, producing and maintaining records of reconciliation. • Process Direct Debits, Standing Orders, Payroll Giving and other automated bank transfers within agreed timescales. • Create or amend supporter records on the database in an accurate manner and within agreed standards. • Work closely with other staff and volunteers in the Customer Care team to ensure all Customer Care work is kept up-to-date and that service to donors is co-ordinated and continuous. • Ensure all filing and paperwork storage is maintained to the highest standards. • Assist members of the fundraising team with their administration of other fundraising activities and, from time to time, attend fundraising events out of office hours. • Any other tasks, duties or projects which may arise from time to time and which are appropriate with the general level of this post and as directed by the Customer Care manager. • To ensure that the Society’s reputation is upheld.

London, United Kingdom

• Efficiently and securely process transactions and batches for the Supporter Relations and Fundraising department.• Create, amending and updating supporter records, such as address changes, do not mail etc.• Direct debit administration including setting up new accounts details and increasing, reducing or cancel direct debits as per supporter requirements.• Generate and send out appropriate Thank You letters and other correspondence to supporters.• Merge duplicate records.• Data checking own work and that of colleagues to ensure key accuracy standards are met.• Manage own work to ensure that transactions are processed within required standards• General administration duties including generating and sending letters to supporters through mail merge using MS Office and database.• Banking supporter donations.• Adhere to data protection legislation and charity policy on data protection to protect supporter information and donations• Answer public enquiries to the department, via telephone, email and by letter. Encourage supporter retention.• Gift Aid administration.

London, United Kingdom

Following the relocation of the Legion’s dedicated contact centre to South Wales I developed my administrative skills by providing short-term support to the following Legion functions:• Women’s Section, Accounts/Membership Clerk: Providing administrative support to the central accounts and membership function. This work included general office management and customer service duties, computer and data entry work, research and ordering section goods, administrator cheque requests, typing donation letters and answering enquiries from members, accounting and invoice processing.• Central Grants Administrator: Processing applications for assessed needs grants submitted by the Legion’s Area teams, managing the purchase and delivery of items from preferred providers, obtaining funds from other charitable sources as appropriate and answering enquiries from the Legion's area teams, other charities and the public.

London, United Kingdom

• First port of call for members of the public via the Legion’s specialist helpline. Providing callers with information regarding the Legion’s services, activities, campaigns as well as dealing with welfare referrals and proactively providing feedback to departments.• Handling complex requests with sensitivity, and resolving issues or problems where appropriate.• Dealing with all incoming letters and emails within a set timescale.• Using initiative to take on new challenges including the creation of a range of Legion documentation such as call centre statistics, internal contact directories and spreadsheets.• General office duties such as photocopying, arranging post, filing and scanning documents and arranging meetings.• Updating the Legion’s 350,000 strong membership database• Using personal military and historical knowledge to conduct research on behalf of veterans and Legion members and for proofing written material of a historical or technical nature.• Fully trained first aid representative and volunteer Fire Marshal.• Managed handover operations to new Legion contact centre in Wales.

• Ensure a high level of customer service and station presentation to deliver brand standards through providing travel advice and information to customers.• Responsible for ticket sales and reservations, banking and conciliation, authorising refunds, revenue protection and general back office administration.• Organising all station operations at single manned stations and working as part of a team at larger stations.• Management of the company customer ticket database.• Impartial retailing of national, local and promotional products. Resolve all customer enquiries as first point of contact.• Station housekeeping, including posters and leaflet displays. Maintain ticket machines.• Provide accurate train running information, including during times of service disruption.• Ticket gate operation and platform duties.• Schedule 17 compliance.• Health and Safety duties such as fault finding, accident reporting and monitoring contractors and station visitors ensuring log is updated. Ensure platform and station safety. • Update station log.

• Responsible for the hygienic preparation and sale of food at the Thurrock based restaurant branch, ensuring correct production procedures were followed.• Identify customer service needs and resolve issues in a timely, friendly and professional manner.• Plan a pre-rush, rush and post-rush plan for each shift.• Ensured the safety of equipment and that all Health & Safety procedures were followed to comply with C.O.S.H.H. and Health and Safety at Work Act. • Ensure staff were trained on the safe use of equipment and chemicals.• Organised customer service staff training, give corrective coaching and supervise shift operations.• Implement loss control and cash control procedures, provide staff with change.• Train staff on the use of Personal Protective Equipment.• Maintained all security and safety procedures for the restaurant, including fire safety and security patrols. Hazard spot.• Plan and record staff breaks.• Plan and allocate routine cleaning tasks during the shift.• Ensure accurate stock rotation and discard times are observed.• Complete Q.S.C. checklist and report discrepancies to shift manager.• Staff induction training, including updating training files.• Organise, receive and store deliveries, include manual handling of heavy items.• Promote the restaurant and new products to customers, correctly display and brief staff on promotions; ensure staff up-sell products.

Environmental Policy And Management, Geography, Politics, Economics And Socilogy, 2/1 Hon'S

Education record

ACSA Basic German – Entry Level NVQ Computer Literacy And Information Technology NVQ Administration (Level 2) NVQ Customer Service (Level.

Education record

A-level – Government & Political Studies (C), Sociology (C), English Literature (D) GCSE – Computer Studies (B)

Education record

GCSE – Mathematics (C), English (C), Oral Communication (2), Science Part A (C), Science Part B (C), Sociology (C), CDT Design.