Legacy marketing fundraiser jobs

Location: Horley, Surrey (This role is based at the National Greyhound Centre, Horley, Surrey, RH6 9SX, offering flexible working by arrangement with a minimum of three days in the office and the option to work two days from home.)

Hours: Full-time (36 hours), part-time considered

Reports to: Head of Income Generation and Engagement

Salary: £30,000-£34,000

Job role:

Each year, thousands of greyhounds across the UK rely on the generosity of supporters of the Greyhound Trust to find safe, loving homes. With an annual income of around £4.5 million, individual giving and gifts in Wills is central to our income generation strategy and this role will help to grow and nurture it.

This role is perfect for an ambitious fundraiser looking to take your next step in the animal welfare sector. From leading on donor communications and appeals through to managing our legacy pipeline, you will support the Head of Income Generation and Engagement to shape the income generation strategy.

You will take the lead in developing, testing, learning and growing the direct marketing programme and developing supporter journeys both online and offline. You’ll develop our email marketing and online supporter journeys for now and the future.

This is a broad, varied role, and we don’t expect you to arrive as an expert in everything. Whether your background is in individual giving, community fundraising, legacies, digital or data, if you are a confident communicator and comfortable managing relationships with compassion and determination, this is the role for you.

Key responsibilities:

1. Work with the Head of Income Generation and Engagement to develop the individual giving strategy and contribute to annual planning, budgeting and KPIs.
2. Create a sustainable individual giving programme, increasing the supporter base across all channels and developing strategies to engage and motivate supporters.
3. Plan and deliver engaging multi-channel fundraising campaigns and appeals.
4. Provide advice and support to branches for one-off lottery or other individual giving initiatives; ensuring compliance with our gambling commission licence nationally and through branches.
5. Review and develop the charity’s programme of appeals, regular giving and sponsorship products, lottery and donor development programmes.
6. Maximise digital fundraising opportunities whilst recognising the contribution of non-digital approaches for certain audiences and product types.
7. Develop our email marketing and online supporter journeys.
8. Review and develop opportunities for legacy giving and in-memory fundraising.
9. Analyse income and expenditure monthly, using a set of KPIs to report on progress and forecast future results.
10. Design and implement a stewardship programme with particular attention to supporter journeys for new and existing supporters that increase average values and long-term support.
11. Ensure compliance of the individual giving programme, escalating risks to the Head of Income Generation and Engagement.
12. Ensure data collection, management, use, storage and destruction comply with data protection law and best practice.
13. Engage with staff and volunteers on the importance of fundraising from individuals and how their individual roles can enhance fundraising opportunities.
14. Work closely with other members of staff to ensure individual giving products and initiatives are integrated with other areas of the charity, such as brand and marketing programmes, retail development and homing campaigns.

Essential skills and experience:

• Experience of working in an individual giving, direct marketing, community, or general fundraising role.
• Experience of delivering income growth and establishing new programmes of activity.
• Ability to manage and monitor external suppliers and agencies (copywriters, designers, mailing houses, platform developers, etc.) to maximise outcomes.
• Demonstrable experience of donor development, journeys and stewardship.
• Proficient written and verbal communicator with the ability to adapt tone to engage and inspire different audiences and write compelling fundraising copy.
• Excellent stewardship skills with the ability to communicate with supporters via letter, email, telephone and face to face with care and compassion.
• Able to plan and prioritise independently across several income streams.
• Track record of writing clear, engaging supporter communications (appeals, newsletters, thank you journeys).
• Confident using data to select, segment, or report on supporter groups.
• Experience managing ongoing relationships with individuals (donors, supporters or clients).
• Understanding of legacy marketing.
• Proficiency in using a CRM to manage donor relationships and supporter journeys.
• Working knowledge of charity law, GDPR and the Fundraising Code of Practice.
• A collaborative approach and willingness to learn new areas of fundraising.

Desirable experience and qualifications:

• Relevant fundraising or marketing qualification (e.g. Institute of Fundraising / CIOF certificate, CIM), or evidence of ongoing professional development.
• Experience of legacy marketing, legacy administration, or legacy pipeline management.
• Experience of writing legacy-specific communications (in-memory, will-writing campaigns, pledger updates).
• Experience of developing and evaluating acquisition or retention campaigns and activity across a variety of offline and digital channels.
• Experience of building or improving email marketing programmes or automated supporter journeys.
• Experience of working with fundraising databases (e.g. Raiser's Edge, Donorfy, Beacon) and GDPR-compliant data handling.
• Experience of liaising with solicitors, executors, or handling sensitive/bereavement-related conversations.
• Experience of managing a pipeline or CRM-tracked process from enquiry through to completion.
• Have empathy and enthusiasm for the mission of the Greyhound Trust.

You don't need to have all of this – if you have strong individual giving or communications experience and are excited to grow into legacies and digital, we'd love to hear from you.

You will be required to work or provide support outside of standard working hours for events and operational needs, so flexibility is key. This post and its role requirement will develop with the needs of the charity.

About you

Do you want to use your skills to make it possible for people with myeloma to live longer and better lives?  We are looking for a Company Partnership Fundraiser to support the delivery of our ambitious fundraising strategy by growing income from companies and organisations across the UK, developing strong partnerships and delivering engaging fundraising opportunities that inspire support for Myeloma UK.

You will have experience of working in a charity or customer focused environment and be able to demonstrate success in building effective relationships with excellent relationship management skills.  Being able to manage a wide range of tasks, work well under pressure together with a commitment and desire to make a difference is essential for this role.

The post holder will have excellent communication, organisational and IT skills with the ability to be flexible with your workload and prioritise effectively.  Experience in fundraising, partnerships, or business development (ideally with corporate audiences) and using Raiser’s Edge or similar CRM system would be an advantage but not essential.

About the role

The Company Partnership Fundraiser willgrow income from companies and organisations across the UK The role will focus primarily on employee-led fundraising and local business support, developing relationships that arise from personal connections to myeloma and growing these into long-term sources of income and engagement. They will build on local company opportunities often identified by the Community Fundraisers and promote Myeloma UK’s exciting range of events to encourage participation and support, as well as proactively identify new opportunities for company support.

You will work with Fundraising colleagues, collaboratively identifying wider fundraising opportunities such as community events, major donor, and legacy leads which can then be developed further by the relevant fundraising specialist in the team. The role will require travel throughout the UK to maximise engagement opportunities with supporters and income generation. As well as quarterly team meetings and other opportunities to network with Myeloma UK colleagues.

The post holder will provide the highest quality of stewardship and supporter journey to maximise engagement, retention and build a sustainable pipeline of support as well as representing Myeloma UK at meetings, events, and networking opportunities to build awareness and generate support,

About us

Myeloma UK is the only UK charity focused on the incurable blood cancer, myeloma and its related conditions.  We provide support and influence access to treatments, while researching a cure.  Thanks to life-extending treatments and support, today many people affected by myeloma are able to live longer and to live well. 

We are committed to bringing together the best and brightest people to help us ensure that every person affected by myeloma has an empowered present and a hopeful future.

Our ultimate goal is to find a cure. Until then, our mission is to help every person living with myeloma, live well, for as long as possible. We are committed to diagnosing myeloma earlier, discovering and sharing knowledge, transforming the patient experience and influencing positive change.

Our culture

Wellbeing and staff engagement are at the heart of our culture.  We offer employees a range of benefits including a pension salary exchange scheme, flexitime, flexible working which includes both home and hub-based office working, health plan, employee assistance plan and holiday purchase scheme. We are committed to providing learning and development opportunities for all our employees.

How to apply

If you think you would be a great fit for this role, get in touch and tell us more about yourself by sending the following:

1. A cover letter telling us more about you and what you think makes you a good fit for this role

2. A CV that sets out your career history, with key responsibilities and achievements

Applications close on 9am on 24 August 2026 and online interviews will be held w/c 31 August 2026.

Myeloma UK is an equal opportunities employer and always welcomes applications from suitably qualified and eligible candidates regardless of:

· sex

· race

· disability

· age

· sexual orientation

· gender reassignment

· religion or belief

· marital status

· or pregnancy and maternity

Please note, you will be asked to provide evidence of your eligibility to work in the UK prior to interview selection.

We are looking for an ambitious and passionate fundraiser to join our Individual and Legacy Giving Team and play a leading role in shaping the future of legacy fundraising across Guy’s & St Thomas’ Charity.

At a pivotal time for legacy giving, this role offers the opportunity to drive significant growth through the development of a compelling new legacy proposition, scaled pipeline development, and the creation of a sector-leading stewardship programme. As part of our new 10-year fundraising strategy, the Legacy Giving Manager will help realise the growing potential of gifts in Wills, delivering insight-led acquisition campaigns and exceptional supporter experiences that inspire long-term support and lasting impact for patients, families and communities.

This is an exceptional opportunity for a fundraiser who wants to make a lasting impact, shape the future of legacy giving within a leading NHS charity environment, and contribute to a programme with ambitious plans for growth and sector leadership.

Key Responsibilities

General Responsibilities

• Work with the Head of Individual and Legacy Giving to develop and implement an ambitious legacy giving strategy, through a calendar of cross-channel acquisition campaigns, stewardship programmes, including development and delivery of a high-value stewardship vehicle, as well as developing a culture of legacy giving across fundraising thereby contributing to the success of the Fundraising department.
• Increase responses to campaigns and produce detailed reports for all campaigns, including results, testing analysis and recommendations.
• Explore and manage implementation and review of new methods of recruiting and retaining or developing donors and pledgers, including volume-based and relationship-based acquisition, and supporter journey development.
• Provide best-in-class stewardship to Legacy supporters. 

Communication & Networking

• Work across all fundraising teams to develop confidence in legacy fundraising, building and maintaining a culture of legacy fundraising.
• Work with personnel at the hospitals and community healthcare providers to ensure the successful delivery of donor acquisition campaigns.
• Work with the Experience & Engagement team to ensure brand messaging is appropriate.
• Liaise with the Supporter Care function to ensure that all gifts are recorded and receive appropriate acknowledgement within agreed timescales.
• Work closely with the Data function so that suitable data analysis is carried out in order to inform new approaches and further campaigns.

Decision Making, Planning & Problem Solving

• Provide a creative and proactive approach to developing and implementing new campaigns.
• Effectively manage the campaign budget, as agreed with the Head of Individual & Legacy Giving, allocating resources to achieve maximum value and delivering to agreed timescales.
• Develop new guidelines and procedures when necessary.

Innovation & Portfolio Development

• Strive to deliver continuous improvement and fundraising product development, utilising innovation methodologies.

Service Delivery

• Manage our legacy fundraising activities, including but not limited to, managing free will services, online giving platforms, stewarding legacy pledgers and intenders, providing suggested will wording and other new opportunities as appropriate.
• Manage our legacy administration contractors, ensuring decision making adheres to our delegation of authority schedule, liaising with Foundation colleagues on matters arising, and financial planning and management of our caseload pipeline.

Analysis & Research

• Report, review and statistically analyse past and current performance within the programme to inform future developments and establish ongoing targets.
• Compile result reports using the CRM, digital metrics and other relevant data sources.
• Evaluate all appeals and activities to modify and grow their strategic objectives.

Teamwork, Teaching & Development

• Co-ordinate activity with other fundraising teams and key stakeholders across Fundraising and the Foundation.
• Undertake opportunities for cross-working between teams to build the pipeline to giving.
• Assist the Individual Giving team with other campaigns and special projects as and when necessary.
• Undertake any other duties as directed by the Head of Individual & Legacy Giving.
• Uphold and promote the department’s core values.

Role responsibilities are not exhaustive, and you would be reasonably expected to take on wider tasks that are commensurate with the level of your role.

Skills, Knowledge and Expertise

Skills, abilities, and attributes:

• Ability to prioritise and manage a demanding workload and multiple projects for self and team members.
• Ability and willingness to adapt to changing workloads and priorities.
• Excellent written, verbal and presentational skills with the ability to communicate fundraising information to a wide audience.
• •Ability to use initiative and make quick decisions under pressure.
• •Ability to work on own initiative to deadlines and with minimal supervision.
• •Motivated by high standards with excellent attention to detail.

Knowledge, experience, and qualifications:

• Experience of working in legacy fundraising.
• Experience of managing and delivering a broad variety of marketing and retention activities from conception to completion, and of measuring and analysing results to ensure continuous improvement.
• Experience of managing a range of agencies and suppliers including digital, creative, media, data and print.
• Experience of building strong working relationships with stakeholders, demonstrating exceptional interpersonal skills and the ability to interact with individuals at all levels.
• Experience of developing and managing budgets to ensure projects meet departmental objectives and KPIs.
• Knowledge and understanding of charity law and data protection regulations

Benefits

• Contributory Pension
• Annual health and wellbeing personal allowance
• Enhanced maternity, paternity, and parental leave pay accessible without length of service requirements.
• Health and wellbeing programme that offers optional free yearly health check-ups.
• Support for healthy eating via fruit bowls and onsite lunch facilities. 
• Agile working, flexible hours, and supportive IT kit. 
• Shower facilities and bike lock area. 
• Generous annual leave (27 days + bank holidays)
• Subsidies for glasses
• Employee Assistance Programme

Community Fundraiser – East Midlands

Are you ready to take on a new challenge with a leading charity making a real difference in brain tumour research?

Brain Tumour Research is an exciting, innovative, and ambitious charity. We are passionate about finding a cure for brain tumours through the establishment of dedicated Brain Tumour Research Centres of Excellence around the UK.

After a successful 2025, we’re building on our momentum and looking ahead with ambition. As our work continues to expand, so does our impact. We are now looking for passionate people to join us on the next stage of our journey!

It is a fantastic time to be joining us and we are keen to share this with likeminded and talented individuals. We currently have an opening for a Community Fundraiser – East Midlands, to join our Income Generation and Development team.

• Do you want to make a difference in one of the most innovative and exciting medical research fundraising charities in the UK?
• Are you able to provide friendly and professional support to fundraisers and supporters?   
• Do you have experience in supporting events or community activities?
• Do you live in our East Midlands region (Derbyshire, Leicestershire, Lincolnshire, Nottinghamshire or Rutland)?

Have you answered Yes to these questions?

Does this sound like the opportunity to really take the next step in your career?

Excited to learn more about this position? Then please take a read through our recruitment pack attached below. 

If you have the skills and ambition that we are looking for we are excited to receive your application.  We are really looking forward to welcoming a new member to our team!

We are asking for a CV as the first step but applicants may be asked to provide a targeted covering letter as part of the selection process.  Interviews will be conducted during the application window as appropriate, and will consist of a first interview via MS Teams, progressing, if successful to a face to face second interview, held at our offices in Milton Keynes.

We reserve the right to close the application window early and advise candidates to apply in good time to avoid disappointment.

Closing Date: 06th September 2026

We are looking for people who share our passion for finding a cure for brain tumours and who have the skills and experience to make a difference. We welcome applications from candidates of all backgrounds, cultures, genders, sexual orientations, abilities, and ages. We believe that diversity enriches our organisation and helps us achieve our mission. We are committed to providing an inclusive and supportive environment where everyone can be themselves and contribute to our vision.

Background

The Lily Foundation is the UK's leading charity dedicated to advancing research, raising awareness, and providing support for individuals and families affected by mitochondrial disease ('mito'). Our vision is for a world in which every mitochondrial disease patient has a voice and access to treatment, support to improve their life and, ultimately, a cure.

Community fundraising is at the heart of Lily's success. Every year, hundreds of families, friends and local communities come together to raise funds in support of loved ones affected by mitochondrial disease. Alongside this, we're beginning to grow our Individual Giving, Regular Giving and Legacy fundraising programmes, helping more people support Lily in ways that suit them.

As we continue to grow, we're looking for someone who can build strong relationships with our supporters, help bring fundraising ideas to life and ensure everyone who chooses to support Lily has an outstanding experience.

About the role

This is a varied and rewarding role supporting the delivery of Lily's community fundraising and individual giving programme. You'll be the main point of contact for many of our amazing supporters, helping individuals, families and community groups make the most of their fundraising. You'll also play a key role in developing Lily's Teams initiative, which brings together families and friends fundraising in honour or memory of someone affected by mitochondrial disease.

Alongside community fundraising, you'll support the delivery of Lily's emerging Individual Giving, Regular Giving and Legacy fundraising activity, helping to develop and deliver supporter journeys, campaigns and communications that encourage long-term engagement.

Working closely with the Senior Public Fundraising Manager and colleagues across fundraising and marketing, you'll play an important part in helping more people discover, support and stay connected with The Lily Foundation. If you're someone who enjoys building relationships, getting things done and making supporters feel valued, we'd love to hear from you.

Key responsibilities

• Lead the day-to-day delivery of Lily's community fundraising programme, supporting individuals, families and community groups to organise their own fundraising activities.

· Develop and grow Lily's Teams initiative, supporting families and friends fundraising in honour or memory of someone affected by mitochondrial disease with sensitivity, empathy and excellent supporter care.

· Build strong relationships with community fundraisers, providing practical advice, encouragement and fundraising resources to help maximise income and supporter satisfaction.

· Support the planning and delivery of Lily's community fundraising campaigns, appeals and fundraising products, working closely with colleagues across fundraising and marketing.

· Help develop and deliver supporter journeys for community fundraisers, regular givers and other supporters, encouraging long-term engagement and repeat support.

· Support the development of Lily's Individual Giving, Regular Giving and Legacy fundraising activity through campaign delivery, stewardship and donor communications.

· Identify opportunities to grow community fundraising & individual giving income by encouraging repeat fundraising, in-memory giving, Regular Giving and other longer-term ways of supporting Lily.

· Maintain accurate records on the CRM system (Donorfy), ensuring supporter information is up to date and using data to monitor activity and improve performance.

· Prepare regular reports and updates for the Senior Public Fundraising Manager, identifying trends, opportunities and areas for improvement.

· Work collaboratively with colleagues across fundraising, marketing and operations to deliver joined-up campaigns, communications and supporter experiences.

· Represent The Lily Foundation professionally and enthusiastically, acting as an ambassador for the charity and building positive relationships with supporters and partners.

Head of Fundraising – Oasis Hub Waterloo

Salary: £46,403–£52,420 per annum
Location: Waterloo, London SE1
Hours: Full-time (40 hours per week)
Contract: Permanent

Oasis Hub Waterloo is looking for an experienced and ambitious fundraiser to lead the next chapter of our fundraising journey.

For over 20 years we’ve been serving our local community through an integrated model that brings together education, community services and church. Every week we support children, young people and families through our schools, Foodbank, debt, welfare, housing and immigration advice, youth work, mentoring, community spaces and much more. Our vision is for community: where everyone is included, making a contribution and reaching their God-given potential.

As our new Head of Fundraising, you’ll play a key role in making that vision possible.

You’ll develop and deliver a sustainable fundraising strategy, building income across trusts and foundations, major donors, corporate partnerships, statutory funding, community fundraising and individual giving. You’ll also lead and develop a small fundraising team and work closely with colleagues across the organisation to maximise opportunities for support.

You'll be joining us at a pivotal moment in the organisation, as we seek to embed a sustainable income generation strategy, ensuring we can sustainably meet and grow our £1.3 million budget. This is a strategic leadership role with plenty of hands-on fundraising.

We’re looking for someone who has:

· A successful track record in senior fundraising, particularly securing significant trust and foundation funding.

· Experience developing and delivering fundraising strategies that achieve sustainable income growth.

· Excellent relationship-building and communication skills.

· Experience managing staff.

· A passion for community transformation and social justice.

In return, you’ll join a values-driven organisation genuinely working to transform our community every day.

As part of the package, Oasis offers:

· A pension scheme, offering 7% employer contribution.

· A generous holiday allowance, starting at 25 days per year (plus 8 Bank Holidays).

· Policies which promote wellbeing and are family friendly.

To apply: Please send a CV, alongside the completed application questions by email  - incomplete applications will not be considered. Please visit the Oasis Charity Jobs website for further information.

Closing date:  9am  Wednesday 2 September

Interview date: Thursday 10 September, in-person, at Oasis Waterloo

We appreciate you may wish to use AI to support elements of your application but we strongly encourage all candidates to submit applications that genuinely reflect their own skills, achievements and lived experiences. It's what makes your application stand out!

We actively encourage applications from people of all ethnic backgrounds and minority and underrepresented groups. If you require any assistance to overcome potential barriers, please let us know.

Oasis is committed to making a difference to the lives of the communities it works in, and as such you must show a willingness to demonstrate commitment to the values and behaviours which flow from Oasis' Christ-centered ethos.

Oasis is committed to safeguarding and promoting the welfare of children and vulnerable adults. The successful candidate will be subject to appropriate safeguarding checks.

We welcome applications from people of all backgrounds and are committed to building a diverse and inclusive workforce.

The successful candidates must have the right to work in the UK.  Oasis cannot assist with sponsorship or visas.

Oasis supports Equal Opportunities.  Registered Charity No. 1163889

Community Fundraising Assistant – East

Are you ready to take on a new challenge with a leading charity making a real difference in brain tumour research?

Brain Tumour Research is an exciting, innovative, and ambitious charity. We are passionate about finding a cure for brain tumours through the establishment of dedicated Brain Tumour Research Centres of Excellence around the UK.

After a successful 2025, we’re building on our momentum and looking ahead with ambition. As our work continues to expand, so does our impact. We are now looking for passionate people to join us on the next stage of our journey!

It is a fantastic time to be joining us and we are keen to share this with likeminded and talented individuals. We currently have an opening for a Community Fundraising Assistant - East, to join our Income Generation and Development team.

• Do you want to make a difference in one of the most innovative and exciting medical research fundraising charities in the UK?
• Are you able to provide friendly and professional support to fundraisers and supporters?   
• Do you have experience in supporting events or community activities?
• Do you live in our East Region (which includes Bedfordshire, Buckinghamshire, Northamptonshire, Hertfordshire, Cambridgeshire, Norfolk, Suffolk, London, Kent, Surrey, Sussex, Essex)?

Have you answered Yes to these questions?

Does this sound like the opportunity to really take the next step in your career?

Excited to learn more about this position? Then please take a read through our recruitment pack below. 

If you have the skills and ambition that we are looking for we are excited to receive your application.  We are really looking forward to welcoming a new member to our team!

We are asking for a CV as the first step but applicants may be asked to provide a targeted covering letter as part of the selection process.  Interviews will be conducted during the application window as appropriate, and will consist of a first interview via MS Teams, progressing, if successful to a face to face second interview, held at our offices in Milton Keynes.

We reserve the right to close the application window early and advise candidates to apply in good time to avoid disappointment.

Closing Date: 30th August 2026 

We are looking for people who share our passion for finding a cure for brain tumours and who have the skills and experience to make a difference. We welcome applications from candidates of all backgrounds, cultures, genders, sexual orientations, abilities, and ages. We believe that diversity enriches our organisation and helps us achieve our mission. We are committed to providing an inclusive and supportive environment where everyone can be themselves and contribute to our vision.

The Head of Public Fundraising is a new role at Coeliac UK leading the charity’s public fundraising function. The role focusses on driving sustainable growth across individual giving, community fundraising, events, lottery, raffle, digital fundraising and merchandise. This role is responsible for delivering Coeliac UK’s 5-year fundraising strategy to maximise return-on-investment, grow long term supporter value, and contribute to the charity’s mission. 

The Head of Public Fundraising will embed and deliver comprehensive fundraising strategies, growing Coeliac UK’s supporter base and income, building up new and under-developed income streams and communicating effectively with their audiences to expand their reach, and encourage financial and non-financial support to deliver the organisations mission.

Who are we looking for?

Key to the success of this role is a strong understanding of individual giving fundraising. This role blends the strategic oversight and leadership of a Head of role across multiple income streams, with the hands-on expertise of an IG fundraiser. Experience across other income streams and areas of fundraising delivery would be a huge benefit as the role leads community fundraising and events, will take on digital fundraising - currently led by the Chief Engagement Officer, as well as manage the data and supporter care functions, but experience in individual giving is essential as Coeliac UK has defined that as an area of priority income. To progress to a screening call with THINK Recruitment, your CV must demonstrate evidence of delivering individual giving income in a UK charity environment. 

The successful candidate for this role will be someone who has already operated at a senior level within a charity such as at Senior Manager level, or Head of in a specific income stream.

Hybrid working

The role has a hybrid expectation of a minimum of a day a week in the High Wycombe office (HP11 2QW) to build relationships and provide support to the fundraising team, and there will be flexibility required for other in person meetings and events. However, Coeliac UK are keen to secure the very best candidate, if the hybrid expectation presents challenge for you but you otherwise meet the requirements of the role, please do get in touch with THINK to discuss. 

Application notes 

Please download the Candidate Info Pack provided for further information about the role, timelines and next steps.

To progress your application, please contact THINK Recruitment to organise an informal screening call. Please note, we cannot shortlist candidates who have not had a screening call so please allow enough time to have a call before the closing date.  You will be provided with information on how to complete your full application on the call. 

If you need assistance with downloading the pack or any reasonable adjustments to ensure you can engage with the selection process, please contact THINK Recruitment and our team will support you.

Closing date for expressions of interest: Midday Friday 21st August

Closing date for full applications: Midnight Sunday 23rd August

As Supporter Care Coordinator, you’ll be the first point of contact for people engaging with our three charities: Guy’s & St Thomas’ Charity, Evelina London Children’s Charity, and Guy’s Cancer Charity. You’ll play a key role in delivering excellent service, managing a wide range of enquiries from supporters—whether they’re donating, fundraising, or simply seeking information.

The role requires you to become highly knowledgeable about activities across our three charities, engaging with internal teams and maintaining a positive, helpful presence in all interactions.

You’ll handle supporter enquiries across various communication channels, ensuring timely responses within our service level agreements. From processing donations and managing complaints to maintaining accurate records in the fundraising database (Raiser’s Edge), you’ll help ensure a smooth, efficient experience for every supporter. You’ll also be helping to manage relationships with external suppliers, making sure they deliver on our high standards of supporter care.

This is an ideal opportunity for someone who enjoys solving problems, values attention to detail, and thrives on building relationships. We’re looking for someone who is up for getting involved with all areas of  fundraising with the drive to make things run just that bit smoother. Whether it’s improving how we manage enquiries about our events or making sure donors get a special thank you. This role needs someone who is proactive about providing the best experience for our supporters and can build great relationships with the team to do so.

The Team
The role is within the Individual Giving, Legacies & Supporter Care team. The team is led by a Head of
Individual Giving who manages these vital areas of public fundraising. This role will be managed by the  Supporter Care Manager.

Key Relationships
Internal: All fundraising teams, Funding Team, Gift Processing, Fundraising Database, Legal and Compliance, Digital, Marketing and Communications.
External: Fundraisers and donors (the public), Guy’s and St Thomas’ Hospital trust staff, Agencies operating face to face fundraising, fulfilment agencies, events operations agencies

Key Responsibilities

Supporter Enquiries & Communication

• Act as the first point of contact for supporters via email, telephone, voicemail and post, delivering warm, professional and responsive customer service across all our charity brands.
• Triage and respond to a wide variety of enquiries – from donations and event registrations to complaints and requests – within a 48-hour timeframe, in line with our service level agreements.
• Engage with supporters with empathy and kindness, helping to build long-term relationship and positive experiences.
• Handle sensitive requests such as cancelling or amending regular gifts, updating contact preferences, and allocating donations to specific funds.
• Manage and escalate complaints appropriately, ensuring they are logged accurately in Raiser’s Edge and resolved in line with our policies and timelines.
• Liaise with third-party agencies, particularly face-to-face and door-to-door fundraising partners, to ensure prompt resolution of supporter issues and flag delays or concerns to relevant internal teams.

Donation Processing & Database Management

• Process donations received over the phone, ensuring secure handling and accurate entry into the database.
• Update and maintain supporter records in Raiser’s Edge CRM, recording all communications and actions taken.
• Work closely with the Gift Processing team to ensure timely thanking of donors and that all relevant correspondence is correctly documented.
• Respond to specific donation-related requests, such as Gift Aid updates, tribute gifts, or restricted fund allocations, with care and accuracy

Process Management & Operational Support

• Manage and improve core Supporter Care processes, ensuring team documentation, templates, and workflows are regularly reviewed and kept up to date.
• Use mapping tools like Mural and Visio to visually present processes.
• Lead on the upkeep of supporter communication tools, including templated responses, acknowledgement letters, and postal receipts.
• Maintain operational systems such as the franking machine and oversee supplies of stationery, packaging, and materials used across the team.
• Handle briefing documents from fundraising and funding teams, ensuring necessary updates to processes and supporter care materials are implemented.

Insights, Reporting & Continuous Improvement

• Collect both quantitative (e.g. response times, enquiry volumes) and qualitative (e.g. supporter feedback) data to measure Supporter Care performance and help to identify areas for improvement.
• Contribute to quarterly reporting exercises, including complaint analysis and supporter experience metrics.
• Share supporter stories, feedback and ideas with the wider fundraising and supporter experience teams to help shape more meaningful engagement.

Collaboration & Cross-Team Working

• Build strong, effective relationships with internal teams including Gift Processing, Data, Public Fundraising and Funding & Impact to align supporter care practices and ensure a seamless supporter journey.
• Support teams across the organisation by offering advice, collecting requirements for process improvement, and helping them meet supporter response timeframes.
• Provide stewardship support to teams as required, such as posting in Facebook groups, doing thanking calls, writing thank you cards or helping with other new campaigns/appeals.
• Develop and maintain relationships with key external suppliers to ensure supporter care standards are upheld across all third-party touchpoints.

Charity Representation & Team Culture

• Contribute actively and preparedly to team meetings, share insights, support colleagues with ad hoc tasks and cover when needed.
• Participate in our monthly and weekly team meetings, showing a collaborative and enterprising spirit in discussions and looking for opportunities to explore new areas of our work.
• Take ownership of your professional development with support from your manager, and uphold the charity’s values of diversity, equity and inclusion in all aspects of your work.
• Stay up to date with the work of the charity and the hospital Trust, demonstrating genuine interest and commitment.
• Represent the charity in-person at supporter engagement activities, stalls and events held on hospital sites.
• Support major fundraising events such as the London Marathon and the annual Abseil, often outside regular working hours, by engaging with participants and enhancing their supporter experience.

Role responsibilities are not exhaustive, and you would be reasonably expected to take on wider tasks that are commensurate with the level of your role

Skills, Knowledge and Expertise

Skills, Abilities, and Attributes

• Strong organisational skills, with experience managing a busy workload in a fast-paced environment and effectively balancing multiple priorities throughout the day.
• Excellent communication skills, both verbal and written, with confidence engaging a wide range of people on the phone, in writing and in person.
• Ability to triage and prioritise a wide variety of enquiries within SLA timeframes (48 hours)
• Excellent Customer service skills with a warm, professional, and responsive manner and an ability to engage with supporters with empathy and kindness, building long-term relationships
• Sensitivity and discretion when handling delicate requests
• Complaint handling and de-escalation skills
• Strong relationship-building skills, both internally (cross-team) and externally (with agencies/suppliers)
• Accuracy and attention to detail 
• A positive, inquisitive, proactive and solutions-focused mindset, with a willingness to share learning and contribute to a culture of continuous improvement.
• Collaborative and adaptable, with a passion for solving problems and working across teams to support shared goals.
• Willingness to support new initiatives and take on new challenges, including occasional out-of-hours support at key events.
• Commitment to diversity, equity, and inclusion
• Self-motivation and ownership of professional development

Knowledge, Experience, and Qualifications

• Experience in a customer service role within a busy team environment
• Experience managing high volumes of calls and emails
• Understanding of complaints handling procedures and service level agreements
• Experience using a CRM database, ideally Raiser’s Edge or Salesforce 
• Experience managing administrative or financial processes securely and accurately
• Experience working with or managing relationships with third-party agencies 
• Strong IT proficiency, particularly in Microsoft Office (Excel, Word, PowerPoint) and a willingness to adapt to new digital systems and tools
• • Experience working cross-functionally with teams 
• Experience contributing to reporting and performance metrics

Benefits

• Contributory Pension
• Annual health and wellbeing personal allowance
• Enhanced maternity, paternity, and parental leave pay accessible without length of service requirements.
• Health and wellbeing programme that offers optional free yearly health check-ups.
• Support for healthy eating via fruit bowls and onsite lunch facilities. 
• Agile working, flexible hours, and supportive IT kit. 
• Shower facilities and bike lock area. 
• Generous annual leave (27 days + bank holidays)
• Subsidies for glasses
• Employee Assistance Programme