Knowledge of the Harlequin CRM system including but not limited to:• Supporting the sending of thank-you letter/e-mails to donors ensuring the timely and accurate updating of Harlequin profiles and retention of communications records. • Support the timely and accurate posting of financial transactions/movements in Harlequin – for example donations via Just Giving, Virgin Money, Bank Credits, Cheques• Maintain accurate databases within Harlequin e.g. cumulative/projected donations for each Puppy/Advanced Dog/Dog in-service• Create new individual/corporate contacts• Ensure that Harlequin is maintained in line with current GDPR requirementsWebsite and Social Media:• Pro-active maintenance of permanent and semi-permanent content on the website• Maintain central calendar of events and activities likely to generate posting opportunities• Work with teams to establish a schedule of posts in support of their activities/campaigns• Proactively collate text/media required for posting• Schedule accurate, timely posts consistent with the charity’s brand guidelines• Participate in the feedback loop on responses to posts in order to grow the effectiveness of campaigns• Manage the collection, utilization and archival of media across the charity in a structured manor• Creation of infographic and design work to support campaigns and ongoing messaging within the charity • Competent user of Canva resources Fundraising:Overall: Support the fundraising operation to ensure the delivery of effective support for fundraisers and events and maximise income• Run the monthly Virgin Money and Just Giving Donation reports as required for holiday/sickness cover to ensure that the Income Tracker is updated monthly with accurate information• Be a charity ambassador and attend community events where appropriate/necessary

• Customer Service Lead role, ensuring a smooth and seamless running of the branch with the customer experience and journey taking priority.• Support with any partner queries when undertaking the CSL and Duty role, in addition to the line management of 50% of the Retail Team which accounts for most of the branch.• Responding to trends and themes by analysing reports and implementing actions, often taking a proactive rather than reactive approach.• Planning and implementation of promotional, seasonal and assortment changes in a timely manner.• Deputise for the Deputy Branch Manager in their absence, ensuring the branch effectively operates and being the main point of contact for any queries.• Recruiting, scheduling and task allocating for all retail partners to maximise the operational efficiency and reacting to change in customer shopping habits.• Established strong internal relationships through effective communication and creating a culture of open and honest conversations.

Line management responsibilities for circa 30 partners, including all elements of the partner lifecycle including onboarding, training, return to works, appraisals and absence management.• Ensuring that compliance is met, and any failures addressed in line with Company policy.• Duty Manager trained meaning I was accountable for the branch on numerous occasions.• Review and consider ways of working and practices, liaising with my colleagues to support with influencing senior management to drive change.• Chaired and supported with investigation, disciplinary and grievance cases ensuring the appropriate resolution is reached whilst maintaining fairness and consistency.• Responsible of the scheduling and task allocation for partners ensuring the maximum efficiency is achieved.