Lisa Burnside Email & Phone Number

United Kingdom

Edinburgh, Scotland, United Kingdom

•Responsible for the development of the Supporter Relations Team to ensure delivery of excellent supporter care, and ensuring KPIs are met.•Developing long-term strategy for the team for growth and development.•Actively promoting the voice of the supporter across various stakeholder meetings.

Edinburgh, United Kingdom

•Lead, coached, and managed members of the Supporter Relations Teams to provide excellent supporter service by ensuring the team have the necessary skills, understanding and knowledge required.•Maintained a good understand of Marie Curie’s fundraising activities and built relationships with internal stakeholders to provide a proactive and supportive service in support of their work.•Actively promoted the voice of the supporter across various stakeholder meetings.

Edinburgh, United Kingdom

•Trained on all processes across the team, both 121 and in bigger groups.•Carried out daily, weekly, and monthly quality checks for team members, recording all information.•Provided support to the Team Managers daily, ensuring all delegated tasks are completed within Service Level Agreement, and correctly.

Edinburgh, United Kingdom

•First point of contact for supporter queries, using communication skills displaying tact, sensitivity and support. •Answered internal queries on income, campaigns, appeal and event registrations, including running reports and looking up paperwork records promptly. •Lead or supported on projects and activities as required.

Edinburgh, United Kingdom

• Working with the Library teams to quality check, create and review online reading lists using the reading list software, Leganto. • Review Resource Lists published by academic teaching staff, including checking availability, checking for alternative editions of books, checking item list metadata is complete, checking that web addresses of online resources included on the Resource Lists are working, and if, not, finding suitable alternatives.• Building good relationships with the e-reserve and acquisitions teams in order to ensure that stock levels are correct, and that correct resources are being provided.