Fulfilment Services for The Salvation Army

Tender 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.