Supporter Care Executive

Location: In line with contracts of employment all roles at Make-A-Wish are Reading based, however we operate a Hybrid working model and employees need to be comfortable travelling to Make-A Wish Reading on a daily basis or minimum of 3 days per week at their own expense.

Hours: 37 hours per week

Salary: £27,262.56

Contract Type: Permanent

Campaign Closes: 12pm Friday 30th October 2026

Interviews: 11/12th November 2026

On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis.

As part of our Supporter Care Team, you will play a key role in delivering an excellent experience for Make-A-Wish stakeholders. In this busy and varied role, you will be responsible for handling and resolving a wide range of stakeholder enquiries, accurately processing income and data, and ensuring supporters are thanked and stewarded in a magical, timely and consistent way. You will also support the effective delivery of materials, fulfilment and wider administrative processes that enable the organisation to run smoothly.

Job Requirements

Essential Criteria

• Experience of working in a customer service or supporter-facing role, handling a range of enquiries including some complex or sensitive queries
• Experience of processing and accurately inputting data, ideally in a CRM or fundraising database (Salesforce experience desirable)
• Experience of processing financial transactions or income, with an understanding of the importance of accuracy and timeliness
• Knowledge of Gift Aid and experience of recording declarations
• Knowledge of or experience using online fundraising platforms (e.g. JustGiving, Enthuse)
• Good organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment
• Strong written and verbal communication skills, able to adapt tone and approach for different audiences
• Confident using IT systems including MS Office (Word, Excel, Outlook)
• High level of accuracy and attention to detail
• Ability to use initiative to solve problems within agreed processes, escalating when needed
• Ability to work effectively as part of a team and build positive working relationships with colleagues across the organisation

Desirable Criteria

• Experience working or volunteering in a charity or not-for-profit organisation
• Experience using Salesforce CRM
• Experience supporting income reconciliation or financial processes
• Knowledge of data protection principles and GDPR when handling personal and financial data

Skills, knowledge and behaviours required for this role

• Professional, empathetic and approachable manner when communicating with stakeholders
• Flexible and open to change, with a positive and proactive approach
• Demonstrates Make-A-Wish values — Be Magical, Be Inclusive and Be Inspiring — and is committed to acting as part of a team
• Actively listens to and respects different perspectives, embedding the principles of Equality, Diversity and Inclusion within the role
• Guided by the needs of the wish child in all decisions and actions
• Willing to support colleagues and organisational priorities as needed (for example, answering phones during busy periods or supporting cross-organisational activities)

Job Responsibilities

Stakeholder care and stewardship

• Be the first point of contact for a wide range of stakeholder groups (supporters, volunteers, wish families and the public) via phone, post, email, social media and shared inboxes
• Handle more complex enquiries and complaints, providing timely, professional and values-led responses, and escalating where needed
• Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement
• Ensure all stakeholders are thanked for their contributions in a courteous and sensitive manner, with a focus on surprise and delight, or pass to the relevant team to acknowledge where appropriate
• Monitor and respond to incoming queries on social media channels, resolving or signposting in line with agreed timescales and tone of voice

Income processing and data management

• Process and code all fundraising income from multiple sources into the fundraising database (Salesforce), ensuring accuracy and timeliness, and meeting all legal requirements
• Investigate and resolve income coding queries, including re-coding and reconciliation problem-solving
• Support the income reconciliation process with the Finance team, ensuring accurate allocation and reporting
• Maximise Gift Aid claims, ensuring declarations are recorded accurately and following up on missing or incomplete information
• Onboard and process donor and other stakeholder data from a wide range of external sources, ensuring secure transfer and compliance with data protection regulations
• Maintain accurate and consistent stakeholder records on the database, including contact details, mailing preferences and Gift Aid declarations
• Support the processing, coding and import of online registrations and fundraising pages from external platforms

Operational and administrative support

• Manage and co-ordinate fulfilment processes (internal and via agencies), including welcome packs, cancelled donor processes and ad-hoc campaigns
• Support stock control and ordering of materials used by the team
• Work collaboratively across the team, providing flexible support and cover for colleagues where required to ensure continuity of service and effective delivery of team objectives.
• Support the opening, logging and allocation of all incoming mail received at the office, including post, letters, parcels, courier deliveries and other correspondence
• Provide wider administrative, data, office and building support to the organisation as required, helping to ensure the smooth and efficient running of office operations and facilities.

As a Make-A-Wish colleague, you will also need to:

• Actively support our wishgranting through voluntary activity to support Make-A-Wish. We encourage all colleagues to become Wish Makers.
• Have a practical understanding of the Make-A-Wish values: Be Magical, Be Inclusive and Be Inspiring
• Strengthen relationships between different members of the Make-A-Wish community to ensure everyone works in collaborative and inclusive way.
• Attend organisational meetings, like symposiums and town halls.
• Keep yourself informed about things going on across the organisation by making use of internal communications channels, e.g. Teams, Wish Wisdom (our colleague newsletter).
• Keep yourself informed on the strategy and plans of the organisation in order to be able to fully contribute to them through your role.
• Actively listen to other people, particularly those with views that are different to your own.
• Embed the principles of our Equality, Diversity and Inclusion Charter within your role.
• Be open to collaboration and working across different teams to help the organisation achieve its strategic objectives.
• Be able to work independently in an agile environment, understanding that different people across the organisation have different working patterns.
• Be able to work with your colleagues and other members of Make-A-Wish community as one team, united in a common vision and mission, and support organisational efforts of reaching every child by, for example, answering phones when other teams are busy, supporting activities happening across the organisation, etc.

Job Benefits

• 26 days annual leave with the option to buy/sell annual leave (pro rata for part time)
• Paid Birthday leave
• Flexible & Hybrid working arrangements
• Salary exchange pension scheme
• Paid volunteering days
• Pirkx subscription - Access to wellbeing support, GP appointments, training and events, retail discount platform, and much more!
• Cycle to work initiative