Fundraising Operations Officer

Organisation: The National Trust for Scotland

Salary: £30,239 - £33,279 pro-rata, per annum

Location: Edinburgh

The wider purpose of the role is to help drive the National Trust for Scotland’s ability to conserve Scotland’s built and natural heritage under its care.

The specific purpose of the role is to support the development and implementation of fundraising operations to help maximise fundraising income, improve efficiency across all income streams and provide assistance to the wider team in terms of administration, financial, data and process support.

You will work with colleagues within the fundraising team, the Customer and Cause Directorate and with the wider organisation. You may on occasion work with appointed agencies which will provide outsourced support to the Fundraising function, and play a key role in database and administrative support.


Working within the Fundraising Operations team, you’ll;
1. Process gifts from a variety of sources, including third party platforms, and record income on the CRM.
2. Work closely with colleagues in Finance to reconcile income from daily bank statements and resolve coding queries.
3. Manage general fundraising enquiries from supporters via post, email, CRM cases, and telephone calls.
4. Contribute to CRM management and development within Fundraising Operations and the wider directorate, including testing, managing daily processes, and supporting the team with processes.
5. Deliver excellent supporter care, including daily thanking, ad-hoc stewardship and mailing fulfilment.
6. Contribute to development of fundraising practice, ensuring the team has the processes in place for good fundraising to take place.
7. Support the implementation and improvement of data protection compliancy and raise any issues regarding the team’s outputs.
8. Coordinate expenditure for the team, raising Purchase Orders and invoices and keeping accurate records.
9. Provide mutual administrative support to colleagues across the team to cover absences.
10. Maintain and enhance your personal knowledge, skills and networks by playing an active role in the appropriate professional bodies and internal organisational groups.
11. You’ll be flexible, with a willingness to work non-traditional hours and be available to travel in the UK.

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

1. Previous experience supporting fundraising, and an understanding of the methodologies and tactics to ensure success
2. Ability to deal with sensitive issues and queries with tact and absolute discretion
3. Ability to give great supporter service, making every connection with members, donors and public meaningful
4. Ability to problem-solve, looking for efficient and effective solutions
5. Ability to manage time efficiently, work to deadlines and balance immediate and long term priorities
6. An eye for detail and a rigorous approach to process
7. Strong organisational skills and the ability to create and maintain working systems, including CRM systems
8. Sound financial acumen and good knowledge of UK charitable giving, data protection and taxation law as applies to fundraising, and the Fundraising Codes of Practice
9. Experience of working in a results driven environment, delivering success against key targets
10. A self-starter with an efficient and hard-working approach
11. Highly proficient user of Microsoft Office products and CRM systems
12. A lively interest in and understanding of the National Trust for Scotland, and a passionate belief in its mission

1. Institute of Fundraising membership
2. A relevant degree, professional qualification, or equivalent experience

People Management
• No line management responsibility
• You’ll work closely with other team members to ensure a co-ordinated and consistent approach to all fundraising activity.
• Builds strong relationships across the Customer & Cause team, and across the Trust.
• You may as the role develops manage office support volunteers
• External Relationships: You’ll have frequent contact with appointed agencies and suppliers.

Financial Management
• Responsible for coordinating expenditure for the fundraising team – raising PO’s and invoicing

Tools / equipment / systems
 Microsoft Dynamics
 Excel
 Microsoft Teams
 Zoom

Example key performance indicators and targets
 Meeting agreed timescales for processing incoming donations and responding to supporter queries.
 Contributing meaningfully to Fundraising Operations team priorities and objectives.
 Encouraging wider Fundraising team to maximise use of the CRM.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Application Deadline: Sunday 16/07/2023