Description
The Salvation Army is seeking expressions of interest from established providers for the provision of comprehensive fulfilment services to support our fundraising campaigns.
Scope of Services
We require a partner capable of delivering the following core services to high standards:
• Postal Response Handling: Receive, sort, and process up to 30,000 donations per day, including all payment types (cash, credit/debit cards, cheques).
• Financial Processing: Ensure all donations are processed and banked within strict timeframes (non-cash within 1 day, cash within 2 days).
• Banking Accuracy: Achieve 100% accuracy in banking and processing of credit/debit card donations.
• Data Processing & Downloads: Provide accurate banking data and images by noon on day 3, with daily downloads available via secure platforms.
• Secure Banking Collection: Daily collections during campaign peaks, with flexibility based on volume.
• Exception & Query Handling: Timely management of whitemail, query letters, and exception items, with daily returns and fulfilment within 3 business days.
• Reporting: Deliver accurate campaign, media, and finance reports daily and weekly as required.
• Archiving: Secure storage of hard copies of processed response forms in line with our archiving requirements.
• Client Query Handling: Respond to all queries within 24 hours, with prompt handling of emails and calls.
• Account & Project Management: Provide daily updates, weekly project calls, and end-of-campaign reviews, ensuring transparent communication and invoicing.
• Telephone Response Handling: Answer all calls live, maintain high data and donation processing accuracy, and provide call recordings as specified.
• Campaign Set-Up & Management: Adhere to agreed procedures and supporter care protocols.
Service Level Expectations
Providers must demonstrate the ability to meet or exceed the following targets:
• Daily processing and reporting deadlines
• Minimum 99% data accuracy
• 100% accuracy in donation processing and query letter fulfilment
• Rapid response times for client queries and call-backs
• Secure handling and transfer of sensitive data and images
Who Should Apply:
We invite expressions of interest from established fulfilment service providers with proven experience in high-volume donation processing, secure data management, and campaign support for charitable organisations.