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Page 1 of 6
London, Greater London (Hybrid)
£37,000 - £41,000 per year depending on experience and hours
Full-time or part-time (part-time and flexible working requests welcome)
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Key Responsibilities

 Supporter Services

  •  Lead the development and delivery of the new supporter services function considering people (capability, capacity and culture), processes, tools and technologies needed to deliver outstanding customer service so new and existing supporters feel valued and connected to the ESU’s mission.
  • Design and implement supporter recruitment, development and retention plans including welcome journeys and approaches for reactivating dormant supporters.
  • Work closely with the Marketing team to create segmented messaging to highlight the impact and value of the ESU’s work to Alumni, Members and Volunteers in the UK.
  • Oversee payment processes and supporter payment journeys on our CRM, Salesforce.
  • Work with the Marketing team to design ad hoc impactful events in person and online to convene our global audience.
  • Work with the Marketing team to promote our flagship events to our supporter audience to encourage attendance. 

Volunteering

  • Design and implement a volunteering strategy which includes automating the volunteer experience, recruiting new volunteers and promoting ESU volunteering opportunities to relevant organisations as well as current and future supporters
  • Own the volunteer training programme, including reviewing and refreshing training and ensuring all volunteers are appropriately trained.
  • Match volunteers to ESU competition heats and resolve queries escalated by the Supporter Engagement Coordinator.
  • Form partnerships with relevant organisations to grow the ESU’s pool of volunteers.
  • Work with the Education team to create a high quality volunteer experience

Skills and Experience

Essential:

  • 5+ years experience working in a partnerships, supporter services, volunteering or account management role
  • Demonstrable experience of having delivered successful services to a range of supporters/customers.
  • Demonstrable experience of developing and delivering meaningful supporter journeys across multiple channels
  • Demonstrable experience of growing and sustaining a pool of high quality volunteers through successful recruitment and development strategies
  • Demonstrable experience of using a CRM (preferably Salesforce) to identify trends and drive improvements.

Desirable:

  • Educated to degree level in a relevant subject such as marketing or communications
  • An understanding of the nature and importance of the ESU’s charitable work and a strong commitment to increasing the reach of the organisation’s work.
  • Experience of writing volunteer training programmes
  • Experience working with international volunteers
  • Ability to juggle multiple tasks and competing priorities within a fast-paced environment
  • Experience of writing for different audiences.
  • Line management experience
  • Excellent data management skills and capability in Microsoft Office, Salesforce, Mailchimp Survey Monkey.

Benefits:

  • Generous Company Pension 
  • 28 days annual leave plus 8 days Bank Holiday
  • Employee assistance programme
  • Group Life Assurance
  • Cycle to work scheme
  • Season ticket loan
  • 24 Virtual GP
Posted by
English-Speaking Union View profile Organisation type Registered Charity Company size 21 - 50
English-Speaking Union logo Play
Posted on: Wednesday, 16 July 2025
Closing date: 15 August 2025 at 09:40
Tags: Administration, Campaigns, Volunteering Management, Customer support, Engagement / Outreach, Direct / Supporters