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Page 2 of 25
Southampton (On-site)
£28,000 per year
Full-time
Permanent
Job description

Role purpose
Southampton Hospitals Charity is looking for an organised and motivated Supporter Care Assistant to join our team. We are committed to excellent stewardship, so every supporter feels valued and confident that their gift is making a difference.
As the first point of contact for many of our donors, you will play an important part in delivering a consistently high standard of customer service.
In this role, you will look after our supporter care inbox, responding to a wide range of enquiries, from questions about donations to more sensitive concerns, with empathy, care and efficiency. You will also help to process incoming post, making sure donors receive the right thanks and acknowledgement for their support.
Working across our different income streams, you will help us deliver thoughtful, well-planned stewardship. You will use our CRM, to keep records accurate, up to date and compliant, ensuring preferences are recorded and that every supporter is looked after appropriately.
You will bring strong attention to detail, a willingness to learn, and experience of providing excellent customer support. If you are passionate about fundraising and the impact a charity can make, we would love to hear from you. This role is an important part of delivering our ambitious strategy to grow our income, reach and impact.

Main Responsibilities

Supporter care and administration

  • Manage the supporter care inbox, responding to enquiries, feedback and complaints in a timely, professional and compassionate way.
  • Process donations and supporter information accurately, following agreed procedures and ensuring acknowledgements are issued promptly.
  • Maintain high-quality supporter records on the CRM, capturing key details and preferences and ensuring data is accurate and up to date.
  • Support stewardship activity by preparing and sending thank-you communications and helping to deliver supporter journeys across in memory and legacy income streams.
  • Process and thank donations received via post, sign posting to colleagues using our CRM when appropriate.
  • Lead on the processing and thanking of campaign income as a result of our fundraising appeals and campaigns.
  • Work closely with colleagues to resolve queries and continuously improve the supporter experience, identifying themes and suggesting practical improvements.

Supporter communications and relationship building

  • Provide friendly, clear and consistent communication with supporters by email, telephone and post.
  • Handle sensitive conversations with care, including bereavement-related enquiries and in-memory giving, signposting to colleagues where needed.
  • Supporting the IMO and Legacy Manager to identify and fulfil key touch points in the supporters’ journey to enable donations and assist in providing communications as the need arises.

Teamwork and collaboration

  • Work closely with colleagues across the charity to share information, resolve queries and ensure supporters receive a joined-up experience.
  • Contribute to a positive, supportive team culture by being approachable, dependable and willing to help where needed.

Supporter care compliance

  • Support the accurate input and maintenance of supporter data, ensuring records are updated promptly and consistently.
  • Follow data protection and fundraising compliance requirements, including recording consent and communication preferences.

Person Specification

Knowledge and experience

  • Experience in a customer service or supporter care role, responding to a range of enquiries with professionalism and empathy.
  • Experience of processing and recording information accurately, following agreed procedures and meeting deadlines.
  • A strong understanding of what excellent stewardship looks like, with a focus on supporter satisfaction and retention.
  • Confidence using IT systems, including Outlook, Word and Excel, and experience of working with a CRM or database (or the willingness to learn).
  • An awareness of data protection and confidentiality, and the importance of recording consent and preferences accurately.

Skills, abilities, and behaviours

  • A friendly, approachable communication style, with strong written and verbal skills.
  • Confidence handling a variety of conversations, including sensitive or emotional enquiries, while staying calm and professional.
  • Strong attention to detail and a commitment to getting things right first time.
  • Able to prioritise and organise a busy workload, adapting to changing demands.
  • Comfortable working independently, while also enjoying being part of a supportive team.
  • A positive, solutions-focused approach and a genuine desire to help supporters have the best possible experience.
Application resources
Organisation
Southampton Hospitals Charity View profile Organisation type Registered Charity Company size 11 - 20

We are a leading healthcare charity dedicated to enhancing patient care and experience at University Hospital Southampton

Refreshed on: 15 June 2026
Closing date: 21 June 2026 at 16:00
Tags: Administration, Communications, Fundraising, Customer Service, CRM, Customer support, Engagement / Outreach, Entry level / Graduate, Direct / Supporters

The client requests no contact from agencies or media sales.