Supporter care jobs

Crisis is the national charity for people experiencing homelessness. We have embarked on our 10-year strategy for ending homelessness. We know it is not inevitable. We know together we can end it.

Contract: Five-month fixed term contract, starting October 2025

About the role

Supporter Care is about inspiring people and giving them the opportunity to do something amazing. This role will suit you as an enthusiastic, adaptable and proactive team player. You’ll use your exceptional interpersonal skills to deliver a memorable experience to Crisis supporters and members of the public, adding value to every interaction.

As a key member of the Fundraising Department, you will handle inbound contacts with potential and existing supporters over multiple channels, delivering an exceptional quality of service to queries related to our new products and services including retail. And you’ll help to improve the supporter experience by identifying and helping to resolve issues in the supporter journey, particularly those relating to our website. This is an exciting time to join our team and contribute to us establishing how we can add real value to our engagement with supporters. We will work together to make sure the supporters' voices are heard and at the heart of our fundraising and decision-making.

About you

To be successful in this role you will have:

• Experience working in telephone and email-based roles in supporter care or customer service
• Ability to organise your workload and maintain a high level of output and accuracy even during busy times
• Ability to handle complaints and objections with confidence
• A proactive and collaborative approach to work
• Strong critical thinking and problem-solving skills
• Flexibility and ability to adapt quickly to changing priorities

Please see the full Job Pack linked below, for a full list of requirements for this role. We realise that long lists of criteria can be daunting, and you may not want to apply for a role unless you feel 100% qualified. However, if you feel you have relevant examples to answer the screening questions, we encourage you to apply.

We believe diversity is a strength, and our aim is to make sure that Crisis truly reflects the communities we serve. We are actively working towards our organisation being a place where everyone can thrive and make their best contribution to our mission of ending homelessness for good. We know that the more perspectives, voices, and experiences we can bring to this work, the better. We particularly welcome applications from people who have lived experience of homelessness, and people from all marginalised groups, communities, and backgrounds.

Working at Crisis

Our values, Bold, Impactful, Collaborative and Equitable, are at the heart of everything we do as we continue in our mission to end homelessness.

Our staff, members and volunteers are vital to getting the right government policies in place, providing breakthrough services, and building a supportive community. We’ll lead by example to nurture a positive and ambitious workplace guided by ending homelessness.

As a member of the team, you will have access to a wide range of employee benefits including:

• A competitive salary. Please note our salaries are fixed to counter inequity and we do not negotiate at offer stage.
• Interest free loans for travel season ticket, cycle to work, and deposit to secure a tenancy.
• Pension scheme with an employer contribution of 8.5%
• 28 days’ annual leave (pro rata) which increases with service to 31 days and the option to purchase up to 10 additional days leave.
• Enhanced maternity, paternity, shared parental, and adoption pay.
• Flexible working around the core hours 10am-4pm
• Wellbeing Leave to be used flexibly
• And more! (Full list of benefits available on website)

Alongside our excellent staff benefits, we will support your ongoing development to build your skills, experience, and career.

When you join us, you will have the opportunity to join our staff diversity networks, which aim to champion issues across the organisation, enable staff to be their authentic and best selves and contribute to making Crisis a truly diverse organisation.

How do I apply?

Please click on the 'Apply for Job' button below. Our shortlisting process is anonymised as part of our commitment to equality, diversity, and inclusion. We do not ask for CVs, instead we ask you complete the work history section and answer the screening questions for us to be able to assess you fairly and objectively. At least two members of staff score all applications.

Closing date: Tuesday 9 September 2025 23:55

Interview date and location: Tuesday 16 and Wednesday 17 September 2025 via Microsoft Teams

AI in Job Applications

We understand some candidates use AI tools when applying. Whilst we welcome the use of technology to support clear communication and structure, we want to learn more about you, so please ensure that your application reflects your own skills, knowledge and experiences

Accessibility

We want our recruitment process to be as accessible as possible. If you need us to make an adjustment or provide additional support as you apply for a role, please email our Talent Acquisition team to discuss how we can help.

Registered Charity Numbers: E&W1082947, SC040094

Supporter Care Coordinator

Job reference: REQ004464

 £25,984 a year

London, E15 2GW / Hybrid working.

Permanent 35 hours a week (Compulsory office days on Mondays and Thursdays, other days are from home or the office if preferred)

1 in 4 of us in the UK are disabled and we are a diverse, proud, and vibrant community. We’re here to create an equal future with all disabled people. We campaign to transform attitudes to disability, tackle injustice and inspire action. We are creating a powerful movement of disabled people, allies, organisations and businesses.

Together we will be unstoppable. For more information go to our website.

The Supporter Care Coordinator role sits within the Supporter Experience team, whose goal is to ensure that all Scope supporters, whether they are giving time, money, or voice, have the best experience each time they interact with us.

The role

The Supporter Care team is the first point of contact for all supporter and donor queries, so you will be at the frontline, engaging with a variety of people contacting Scope. The role of the Supporter Care Coordinator is to ensure that each of these people feels appreciated, informed, and satisfied after engaging with Scope, leaving them feeling valued and committed to giving their ongoing support.

You will:

· Be responsible for handling incoming queries from supporters, across telephone, email, and post, as well handling outbound supporter service calls and other communications.

· Process donations from different channels and sources, thanking supporters in a timely manner and maintaining good records of these actions.

· Report to the Supporter Care Team Leader and sit within the wider Fundraising team.

· Work closely with colleagues across the directorate, providing support in key periods, and contributing to overall fundraising income goals and an improved supporter experience.

About you

We are looking for someone who:

· Is highly motivated, with a commitment to providing excellent customer service.

· Has experience working in a customer care or fundraising environment

· Enjoys working in a busy team

· Has a high level of attention to detail and exceptional communication skills.

· Is confident communicating directly with supporters and managing complex queries, all the while adhering to policies and procedures, and ensuring positive outcomes.

· Understands the charity sector and the invaluable role of our supporters and is therefore dedicated to providing the best supporter experience.

Please give examples in your application to show how you have these skills.

We also ask you to share how you support Scope’s values and our goal of a fair and equal future for disabled people.

Our values are being pioneering, courageous, connected, open and fair

By living our values and trusting each other, we give our colleagues freedom and space to be creative, push boundaries and change minds.

Disabled candidates

We are a disability equality charity. We encourage applications from disabled people and people with impairments, conditions, and access needs. We want to create a workforce that is a true reflection of the communities we serve.

Scope will interview all disabled candidates who meet the essential criteria for the post. This is part of our commitment as a Disability Confident Leader. Just let us know in your application that you are applying under the Offer an Interview Scheme. This was previously known as the Guaranteed Interview Scheme.

If you require adjustments through your journey with us, please email us via our website.

Equality, Diversity and Inclusion

At the heart of everything we do at Scope is Equality, Diversity, and Inclusion.

We encourage people of colour and other underrepresented communities to apply and join Scope. We believe that this will bring new ideas and help us work better. We know that a variety of perspectives and viewpoints will greatly support the work we do and help us to reach all communities. 

We want everyone to feel like they belong. We value each person as an individual. We will treat everyone with dignity and respect and we want to recognise all parts of a person's identity.

We are a disability equality charity. So, we will build a culture that is accessible and inclusive first. We will aim for the same high standards in all our work. We will listen, learn and keep improving.

You can find out more about our approach to Equality, Diversity and Inclusion on the Scope website.

Scope benefits

We believe hard work deserves reward and recognition. We offer a wide range of benefits including:

· 27 days holiday plus bank holidays

· Flexible, hybrid and remote working options

· Pay progression at 6 months and 2 years

· Company pension

· Excellent training and career development

· Strong colleague networks across disability, race and LGBTQ+

· Discounted gym membership, cycle to work scheme and much more.

How to apply

To apply please visit our website via the link and apply online.

Application closing date: 14/09/2025

About the Role

Join MAP and help deliver exceptional care for our supporters.
Medical Aid for Palestinians (MAP) works for the health and dignity of Palestinians living under occupation and as refugees. We deliver life-saving medical care and strengthen health systems for those worst affected by conflict, occupation, and displacement in the occupied Palestinian territory and Lebanon. We’re looking for an experienced and motivated Supporter Care Manager to lead our Supporter Care team. You’ll oversee our supporter care operations, ensuring every donor, fundraiser, and campaigner receives outstanding, empathetic service. You’ll also champion the voice of our supporters across MAP, ensuring their experiences shape our work.
 

What you’ll do:

• Lead and inspire our Supporter Care team (3 direct reports), fostering a supportive, high-performing environment.
• Oversee income and data processing, enquiry handling, and complaint management.
• Drive continuous improvements in systems, processes, and supporter experience.
• Monitor KPIs, report on performance, and implement service enhancements.
• Ensure compliance with GDPR, the Fundraising Code, and other relevant regulations.
• Collaborate with teams across MAP to deliver supporter-focused solutions.

About You

What we’re looking for:

• Proven experience leadership in a customer or supporter care function, ideally in a charity setting.
• Strong people management skills, with the ability to coach, motivate, and develop teams.
• Excellent communication skills and a genuine passion for delivering exceptional supporter experiences.
• Experience improving processes and meeting/exceeding service level agreements.
• Good understanding of compliance in a supporter care context (GDPR, the Fundraising Code, Direct Debits, Gift Aid).
• CRM experience (Microsoft Dynamics desirable).

Why work with us?
At MAP, you’ll join a locally-led, values-driven organisation making a tangible difference for the health and dignity of Palestinians. We offer a supportive team culture, opportunities for development, and the chance to play a key role in strengthening relationships with tens of thousands of people committed to our mission.

 KEY RESPONSIBILITIES 

Supporter Experience and Relationship Management 
- Lead MAP’s Supporter Care team to deliver a high-quality, empathetic and efficient 
service that underpins all income generating and engagement activities.
- Ensure consistent, engaging and supporter-centric communications across all channels 
(written, verbal and digital), supporting the team to continually improve interactions with 
supporters. 
- Be responsible for translating complex organisational and campaign information into 
clear and actionable briefs, messaging, scripts and training resources for the team. 
- Be an internal advocate for MAP’s supporters, ensuring their voices and experiences are 
heard across MAP’s teams. 
Team Leadership and Development 
- Inspire, coach and develop the Supporter Care team – creating a psychologically safe 
environment where the team can do their best work, learn and collaborate. 
- Line manage the Supporter Care and Database Assistants – set clear objectives and 
provide ongoing feedback, ensuring professional growth, satisfaction in their roles and 
supporting their wellbeing. 
- Proactively manage workloads, resources, and wellbeing within the team to deliver highquality service across varying activity and enquiry levels.
- Support the team in handling complex enquiries and complaints, leading by example in 
delivering exceptional supporter care and acting as the first point of escalation. 
Processes, reporting and systems improvement
- Be responsible for the delivery and continuous improvement of supporter care 
operations, ensuring KPIs and SLAs are met and ensuring that MAP has great 
interactions with every supporter who emails, calls or writes to us. 
- Regularly review, monitor and report on KPIs, including the speed and quality of 
interactions. Identify trends, opportunities and risks and be responsible for 
implementing timely and appropriate adjustments where necessary. 
- Be responsible for submitting complaint and feedback reports and information for 
quarterly reporting to the SMT and board. 
- Presenting quarterly reports more widely across MAP and proactively share feedback, 
complaints and compliments with relevant colleagues. 
- Adopt a culture of continuous improvement, leading and supporting the team to 
develop processes to better meet SLAs and supporter needs. 
- Maintain a working knowledge of MAP’s CRM (Microsoft Dynamics) and be able to 
troubleshoot non-technical issues and provide a high level of support and training to the team.                                     Cross-organisational collaboration 
- Work collaboratively to develop and deliver the supporter care programme, ensuring it is 
relevant, supporter-led and inspiring – with a key focus on deepening engagement with the cause, providing ease of interaction and supporter complaint management. 
- Build strong working relationships with key stakeholders to deliver cross-organisational objectives and supporter-focused solutions within agreed timelines.
- Collaborate on the development of FAQs and supporter messaging, highlighting supporter queries and concerns and collaborating with colleagues to develop appropriate and accurate responses.
- Manage relationships with relevant external stakeholders including MAPs fulfilment house, donation platform provider 
Compliance and risk management 
- Ensure MAP’s supporter care activities, and those of third-party suppliers, fully comply with relevant legislation and standards, including GDPR/ Data Protection, PECR, PCIDSS, Gift Aid and Fundraising Codes of Practice and Direct Debit Regulations. 
- Act as MAP’s operational lead for compliance in supporter care, keeping up to date with regulatory developments, sector initiatives and best practice. 
- Be responsible for MAPs adherence to BACs guidelines including paperless Direct Debits.
- Maintain robust processes for risk identification and escalation, safeguarding MAP’s reputation and supporter trust. 
General responsibilities 
- Support the delivery of MAP’s Fundraising Operations programme as required.
- Support the mission, ethos and values of MAP.
- Support and promote diversity and equality of opportunity in the workplace.
- Abide by organisational policies, codes of conduct and practices.
- Treat with confidentiality any personal, private or sensitive information about individual organisations, clients, or staff and MAP data.
- Stay up to date with fundraising and customer/supporter services approaches, techniques and best practice. 
PERSON SPECIFICATION 
EXPERIENCE
Essential
- Proven experience in a supporter or customer care leadership/supervisor role, with significant experience of delivering and improving customer service, including managing and prioritising conflicting strategic priorities. 
- Strong leadership skills with experience of line management, coaching and developing team members.
- Excellent communication skills, both written and verbal, with a high level of empathy and understanding. Plus the ability to adapt your communication style to different internal and external audiences. 
- Strong organisation and time management skills, with the ability to prioritise and delegate effectively. 
- Experience with setting and monitoring Service Level Agreements – both for internal teams and individuals as well as with external service providers. 
- Experience in improving team processes and implementing service enhancements which improve experience and the meeting/exceeding of SLAs
- Good understanding of GDPR/Data Protection, safeguarding and the Fundraising Code of Practice in a supporter care context. 
- Proficient in the use of CRM systems and supporter databases (experience with Microsoft Dynamics is Desirable). 
Desirable
- Experience working in a charity with a humanitarian, medical or campaigning focus. 
- Knowledge of payment processing and regular giving administration. 
- Experience of managing third party suppliers to deliver on Service Level Agreements.
- Intermediate level experience of MS Excel. 

PERSONAL ATTRIBUTES 
Essential 
- A passion for excellent customer service and a drive to improve supporter experience.
- Excellent interpersonal skills, with the ability to engage and collaborate effectively –including relationship building, influencing, negotiating and engaging. 
- A successful team leader who is able to manage and develop individuals so that they work together as a team to deliver on shared objectives. 
- An ability to apply awareness of diversity issues to all areas of work. 
- Ability to work independently and manage a team with minimal supervision – with a willingness to take a proactive approach in managing workload, taking accountability for tasks and balancing workload and wellbeing within your team. 
- Ability to communicate complex information with confidence and clarity. 
- Commitment to MAPs anti-discriminatory practice and equal opportunities. 
- Commitment to the aims, values and ethos of MAP – MAPs values are Solidarity, Integrity, Impact and Dignity. 
- Ability to work weekends and evenings on occasion in the case of emergencies. 

Note: we encourage all interested applicants to apply, even if they don’t meet all criteria within 
the person specification

Circa £32,000 per annum

Permanent

35 hours per week

Part home/part office (London) based

UNICEF ensures more of the world’s children are vaccinated, educated, and protected than any other organisation. We have done more to influence laws and policies to help protect children than anyone else. We get things done. And we’re not going to stop until the world is a safe place for all our children.

This is a great opportunity to join the UK Committee for UNICEF (UNICEF UK) as a Supporter Engagement Adviser. You will be joining a dedicated team of 11 who provide the highest level of customer service and directly engage with members of the public by responding to enquiries and engaging in conversations.

As the first point of call for both our supporters and members of the public you will be handling telephone calls, emails, live chat, text, social and even the odd letter.

This role requires you to ‘think with your head’ and ‘act with your heart’ to ensure that the very best experiences are had by those that contact and engage with us. At times these can be difficult conversations with distressing content, but you will have access to comprehensive support and experienced colleagues.

You will have an aptitude and experience of using a variety of communication methods, and knowledge of databases. You will work collaboratively as part of a team; you’ll be a proactive problem solver with the ability see cases through to a successful resolution, so that UNICEF UK can achieve a better world for every child.

Our Supporter Care service is available from 9am to 5pm, Monday to Friday.

If you have any questions about this role, please contact Vicky Johnson, our Head of Supporter Care.

Act now and visit the website via the apply button to apply online.

Closing date: 9am, Friday 12 September 2025.

Interview date: Week commencing 22 September 2025 via video conferencing (MS Teams).

In return, we offer:

· excellent pay and benefits (including flexible working, generous annual leave and pension, big brand discounts and wellbeing tools)

· outstanding training and learning opportunities and the support to flourish in your role

· impressive open plan office space and facilities on the Queen Elizabeth Olympic Park

· an open culture and workplace with colleagues who share our values, enjoy their work and are motivated to do their utmost for children.

· the opportunity to work in a leading children’s organisation making a difference to children around the world

Our application process: We use a system called "Applied" that anonymises your responses and focuses on your actual skills that are relevant to this role. This benefits you by giving you a greater chance of expressing your skills in this objective selection process.

We anticipate most colleagues will work one or two days a week in the office on the Queen Elizabeth Olympic Park in Stratford, East London and the rest of the time from home.  We will happily discuss other flexible options to suit your circumstances.

We particularly welcome applications from black, Asian and minority ethnic candidates, LGBTQ+ candidates, disabled candidates, and from men, because we would like to increase the representation of these groups at this level at UNICEF UK. We want to do this because we know greater diversity will lead to even greater results for children.

UNICEF UK promotes equality, diversity and inclusion in our workplace. We make employment decisions by matching business needs with skills and experience of candidates, irrespective of age, disability (including hidden disabilities), gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.

We welcome a conversation about your flexible working requirements, personal growth, and promoting a workplace where you can be yourself and achieve success based only on your merit.

The successful candidate will be required to apply for a criminal records check. A criminal record will not necessarily bar you from working with us. This will depend on the nature of the role and the circumstances of your offences.

We only accept online applications as this saves us money, making more funds available for us to help ensure children’s rights.

If you require support in completing the online form or an application form in an alternative format, please contact the Supporter Care line during office hours.

If you do not hear from us within 14 days of the closing date, please assume your application has been unsuccessful on this occasion. Please note that we only provide feedback to shortlisted candidates.

Registered Charity Nos. 1072612 (England and Wales) SC043677 (Scotland)

Circa £28,000 per annum

Permanent

35 hours per week

Part home/part office (London) based

UNICEF ensures more of the world’s children are vaccinated, educated, and protected than any other organisation. We have done more to influence laws and policies to help protect children than anyone else. We get things done. And we’re not going to stop until the world is a safe place for all our children.

This is a great opportunity to join the UK Committee for UNICEF (UNICEF UK) as a Supporter Engagement Assistant. You will be joining a dedicated team of 11 who provide the highest level of customer service and directly engage with members of the public by responding to enquiries and engaging in conversations.

As the first point of call for both our supporters and members of the public, you will be handling telephone calls, emails, live chat, text, social, and even the odd letter.

This role requires you to ‘think with your head’ and ‘act with your heart’ to ensure that the very best experiences are had by those that contact and engage with us. At times these can be difficult conversations with distressing content relating to children, but you will have access to comprehensive support and experienced colleagues.

You will have an aptitude and experience of using a variety of communication methods, and knowledge of databases. You will work collaboratively as part of a team; you’ll be a proactive problem solver with the ability see cases through to a successful resolution.

Our Supporter Care service is available from 9am to 5pm, Monday to Friday.

If you have any questions about this role, please contact Vicky Johnson, our Head of Supporter Care.

Act now and visit the website via the apply button to apply online.

Closing date: 9am, Friday 12 of September 2025.

Interview date: Week commencing 29 September 2025 via video conferencing (MS Teams).

In return, we offer:

· excellent pay and benefits (including flexible working, generous annual leave and pension, big brand discounts and wellbeing tools)

· outstanding training and learning opportunities and the support to flourish in your role

· impressive open plan office space and facilities on the Queen Elizabeth Olympic Park

· an open culture and workplace with colleagues who share our values, enjoy their work and are motivated to do their utmost for children.

· the opportunity to work in a leading children’s organisation making a difference to children around the world

Our application process: We use a system called "Applied" that anonymises your responses and focuses on your actual skills that are relevant to this role. This benefits you by giving you a greater chance of expressing your skills in this objective selection process.

We anticipate most colleagues will work one or two days a week in the office on the Queen Elizabeth Olympic Park in Stratford, East London and the rest of the time from home.  We will happily discuss other flexible options to suit your circumstances.

We particularly welcome applications from black, Asian and minority ethnic candidates, LGBTQ+ candidates, disabled candidates, and from men, because we would like to increase the representation of these groups at this level at UNICEF UK. We want to do this because we know greater diversity will lead to even greater results for children.

UNICEF UK promotes equality, diversity and inclusion in our workplace. We make employment decisions by matching business needs with skills and experience of candidates, irrespective of age, disability (including hidden disabilities), gender, gender identity or gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, or sexual orientation.

We welcome a conversation about your flexible working requirements, personal growth, and promoting a workplace where you can be yourself and achieve success based only on your merit.

The successful candidate will be required to apply for a criminal records check. A criminal record will not necessarily bar you from working with us. This will depend on the nature of the role and the circumstances of your offences.

We only accept online applications as this saves us money, making more funds available for us to help ensure children’s rights.

If you require support in completing the online form or an application form in an alternative format, please contact the Supporter Care line during office hours.

If you do not hear from us within 14 days of the closing date, please assume your application has been unsuccessful on this occasion. Please note that we only provide feedback to shortlisted candidates.

Registered Charity Nos. 1072612 (England and Wales) SC043677 (Scotland)

Role Overview:
The Talent Set is delighted to be partnering with a leading charity to appoint an Interim Supporter Care Manager. This 12-month role will see you take the reins of a talented, multi-disciplinary team, ensuring supporters receive an outstanding experience at every touchpoint.

You’ll oversee income handling, regulatory compliance, and operational efficiency across a busy fundraising and marketing environment. Working with senior colleagues, you will refine processes, strengthen supplier relationships, and drive initiatives that keep the supporter experience central to the organisation’s success.

Key Responsibilities:

• Provide clear direction and leadership to the supporter care and compliance function, ensuring high-quality service and operational delivery.
• Design and implement a strategy for supporter care and compliance that supports the charity’s overall goals.
• Manage end-to-end income processing and acknowledgements, coordinating both in-house teams and outsourced partners.
• Maintain full compliance with relevant fundraising regulations, data protection laws, and financial controls including Gift Aid and PCI DSS.
• Negotiate and manage supplier relationships, setting clear performance measures and ensuring value for money.
• Develop and refine processes to improve efficiency, accuracy, and supporter engagement.
• Collect, analyse, and share supporter feedback to inform improvements.
• Lead fulfilment operations, identifying opportunities for cost and time savings.
• Contribute to strategic projects, ensuring the supporter perspective shapes decisions.
• Set and manage budgets, forecasts, and contingency planning to deliver on objectives.

Person Specification:

• Demonstrated success in managing and motivating high-performing customer service or supporter care teams.
• Proven ability to build strong relationships with internal stakeholders and external partners.
• Experience in managing income processing operations within a fundraising or marketing context.
• Skilled in managing supplier contracts, SLAs, and performance metrics.
• Proficient in handling sensitive or complex supporter queries.
• Comfortable using data to inform decisions and shape strategy.
• Exceptional written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities under pressure.
• Skilled negotiator and influencer.
• Adaptable and solutions-focused approach.
• Solid understanding of fundraising compliance, data protection, and financial controls.
• Commitment to inclusive and equitable working practices.

What’s On Offer:

• A hybrid working pattern with just 2 day per week in the organisation’s office.
• A fantastic salary of £52,000 to £56,000 for the successful candidate.
• A 12-month contract in a fantastic organisation that does wonderful work.

How to Apply:
To apply, please submit your CV demonstrating your suitability for this role by clicking the “apply now” button (please do not apply via email).

We aim to get back to all successful candidates within 72 working hours. Please note you must live and have the right to work in the UK as sponsorship cannot be offered.

Commitment to Diversity:
The Talent Set and our partner organisation are committed to diverse and inclusive recruitment practices, ensuring equal opportunities for all applicants regardless of race, sexual orientation, disability, age, or gender. We actively encourage applications from a wide range of backgrounds and are always happy to make reasonable adjustments to ensure a fair recruitment process.

Temporary Supporter Care Officer - £14.20/hour - Bristol/Hybrid

Contract: Temporary, full-time (35 hours/week)
Rate: £14.20/hour + holiday pay
Location:  Bristol - hybrid (2 days/week in the Bristol hub)
Start date:  ASAP

Our charity-sector client is looking for a Supporter Care Officer to join their Fundraising and Supporter Engagement team on a temporary basis. This is a fantastic opportunity to make a positive impact by providing excellent supporter care, ensuring donors, customers, and partners receive a first-class experience.

The role
You'll be the friendly, helpful first point of contact for supporters - answering enquiries by phone, email, and social media, thanking donors, and handling orders through the charity's e-commerce shop. You'll also keep the fundraising database accurate and up to date, process donations, and work closely with colleagues to deliver outstanding stewardship.

Key responsibilities:

• Respond promptly to supporter enquiries across multiple channels

• Update and maintain the supporter database (Donorflex) with accurate contact and donation details

• Process and reconcile donations, ensuring prompt banking and thanking of donors

• Provide first-line support for legacy and in-memory gifts

• Support e-commerce customers with orders and enquiries

• Handle complaints professionally and in line with procedures

• Collaborate with fundraising teams on projects, ensuring excellent customer service

• Monitor compliance with fundraising regulations and data protection legislation

We're looking for someone with:

• Experience in a customer service role, handling enquiries via phone, email, and digital channels

• Strong written and verbal communication skills

• Excellent IT literacy, including Microsoft Word, Excel, and Outlook

• Experience with CRM systems

• Understanding of GDPR and fundraising regulations (or willingness to learn)

• Ability to work independently and plan effectively

• A commitment to delivering high-quality supporter care

If you're passionate about great customer service and supporting a charity's mission, we'd love to hear from you. Applications will be reviewed on a rolling basis, so please apply without delay. 

As leading charity recruitment specialists and a certified B Co

Championing supporter care across The Charity, you will lead on guaranteeing a high quality experience for our donors and supporters through their journey with us. Everything the team does is about ensuring CX excellence, from handling first communications and processing income, through to ensuring that an appropriate ‘thank you’ is received.

Responsible for a small team of both Central Operations and Supporter Care experts you’ll ensure that our community are placed at the centre of all we do. Working with Fundraising, Finance and Marketing you’ll ensure the smooth running of our campaigns and income reconciliation, implementing the workflows to get the right data into the CRM, acting as the central point between them and our technical teams (Website, Journeys, Finance and IT).

WHO WE'RE LOOKING FOR:

With boundless energy, passion and enthusiasm, you are the positive and welcoming face of the Charity, inspiring and motivating our supporters and encouraging their ongoing participation. You’ll work tirelessly to ensure that they receive the best possible service and see themselves as an integral part of our community.

You’ll have proven experience of working in a busy Supporter Care or customer-focused role, as well as being a people manager, with a good understanding of the fundraising environment. You’ll need a strong understanding of our systems, processes, fundraising options and services. You’ll also be responsible for inspiring excellent supporter care across the Charity, ensuring that our community is placed at the centre of all we do

KEY ACCOUNTABILITIES:

• With the support of the Head of CX, provide an exemplary core Supporter Care and Central Operations function, meeting agreed SLAs to maximise supporter engagement, stewardship and accurate income processing
• Oversee accurate daily and monthly bank reconciliation, working closely with the Finance and Fundraising teams
• Support initiatives to maximise engagement by calling supporters e.g. to welcome them to The Charity and to talk to them about Gift Aid
• Work with the Head of the CX team to create monthly reports to evidence progress and adherence to the team SLAs
• Manage complaints and assist other teams in responding to complaints, ensuring robust recording in the CRM
• Lead on new supporter care projects and activities
• Regularly review fundraising and complaint policies, updating documentation and processes as needed e.g. vulnerable persons policy
• Provide supporter care ‘consultancy’ for other teams and promote supporter care excellence
• Keep up to date on current fundraising regulations and legislation; share knowledge and best practice with the wider team
• Lead on planning, implementing and documenting team processes, striving to automate and improve wherever possible
• Facilitate and provide training to members of the team as required
• Support regular reviews of Gift Aid and ensure Gift Aid claims and income are maximised, working closely with the Finance team
• Identify volunteer opportunities and manage team volunteers, acting as a Volunteer Champion for the team

Supporter Experience Manager

Permanent, Full Time. Hybrid Working

This role can be based in any of our UK offices. Our locations are Cardiff, Edinburgh, London, and Warrington. You will be required to attend the office for a minimum of 2 days per week with the option to work remotely for the remaining 3 days.

About us

Christian Aid exists to create a world where everyone can live a full life, free from poverty. We are a global movement of people, churches and local organisations who passionately champion dignity, equality and justice worldwide. We are the changemakers, the peacemakers, the mighty of heart.

We're committed to building a diverse and inclusive workplace, and recognise the value this brings in forming strong, creative and high performing teams. We welcome applications from all sections of the community, and from those with experience from outside of the voluntary sector. And no, you don't have to be Christian to work here - we encourage people of all faiths and none to apply. We just ask that everyone lives out our values of dignity, equality, justice and love. We value a good work-life balance, so we're open to part-time and flexible working. We also offer hybrid working for our office-based colleagues and the option of being a homeworker for most of our roles too.

About the role

At Christian Aid, we believe lasting change happens when people work together for justice. Our supporters are at the heart of that change and we're now looking for a Supporter Experience Manager to shape how thousands of people connect with our mission.

This is a unique opportunity to design and deliver Christian Aid's first unified supporter journey framework, creating seamless, inspiring experiences that drive engagement, giving, and long-term loyalty.

Reporting to the Head of Public Fundraising, but working across the wider department and beyond, this role will:

• Lead our first Supporter Experience Strategy, uniting teams across the organisation.
• Map, refine, and innovate supporter journeys, identifying opportunities for deeper connection.
• Harness data and supporter insights to drive evidence-based decisions.
• Foster innovation, testing new technologies and approaches to enhance engagement.
• Train and equip teams to deliver consistently excellent supporter experiences.

About you

In addition to a passion for Supporter Experience, some of the essential skills and experience we're looking for are:

• Significant experience in a supporter experience role or delivering journey strategy.
• A track record creating and delivering multichannel communications.
• Strong data and analytical skills to refine approaches and measure success.
• Excellent collaboration, influencing, and project management abilities.
• Experience with CRM systems, matrix management, KPI measurement or leading change initiatives is desirable, but most importantly, you'll have a supporter-first mindset and the drive to inspire meaningful connections.
• You'll also be committed to Christian Aid's vision to see a world where everyone can live a full life free from poverty and injustice.

Further information

At Christian Aid we strive to be an inclusive and diverse employer and recognise the value that this brings in helping to build strong, creative and high performing teams.

We are actively encouraging racialised minorities, LGBTQ+, people with disabilities, returning parents or carers who are re-entering work after a career break, people with caring responsibilities, people from low socioeconomic backgrounds, women, and older workers to apply. This is because these groups are under-represented within our teams, especially at senior level, and we recognise and value the contributions members of these groups make to strong, creative and high performing teams.

We have a strong Christian ethos, and we encourage applications from all faiths. Applicants will be expected to demonstrate an understanding of and sympathy with Christian Aid's faith identity.

All successful candidates will require a DBS/police check appropriate to the role and location and a Counter Terrorism Sanction check as part of your clearance for commencing your role with us. We also participate in the Inter Agency Misconduct Disclosure Scheme. In line with this Scheme, we will request information as part of the referencing process from job applicants' previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.

This role requires applicants to have the right to live and work in the country where this position is based and undertake the role that you have been offered. If you are successful and we make you an offer for the role, we will be required to conduct a right to work check on your immigration status in the UK. We will contact you regarding the documentation you will need to provide to evidence this.

For Salary details for this role, please refer to the Salary band by location.

JOB DESCRIPTION

Working to specific income targets, the Supporter Engagement Manager is responsible for acquisition campaigns including regular giving, direct mail appeals, online fundraising, legacys;  retention campaigns including ongoing stewardship to increase supporter engagement. You will grow relationships with supporters and work closely with wider fundraisering team to devise and execute creative and effective stewardship journeys. You will have a sound understanding of fundraising membership schemes and sector regulations, with knowledge of best practice CRM and/or fundrasing database.

The Supporter Engagement Manager will work with the Senior Head of Supporter Engagement to develop the strategy for increasing income across all individual giving streams and then work with the Marketing and Communications Manager and the wider team to impliment it. You will play an instrumental part in creatively engaging supporters to get involved in our high-value campaigns, events and regular giving programme. This includes our annual matched-funding campaign and reoccuring giving programmes, which last year raised £1m and £150k respectively. The post-holder will be key in taking the Individual Giving programme to the next level, providing proactive engagement opportunities and efficiently work with data to provide timely, targeted, relevant and engaging communications to our various supporters.

ABOUT YOU

You will be a dedicated, organised and experienced in managing Individual Giving income streams, with proven expertise in stewardship and donor care, including the design and delivery of impactful supporter journeys. You will show creativity and determination to succeed. This role requires you to be collaborative and solution-focused, with the confidence to lead initiatives, influence outcomes, and drive continuous improvement. An exceptional and eloquent communicator, committed to relationship-building and creating meaningful experiences that make supporters feel valued and part of a greater mission.

Noah’s Ark Children’s Hospice is an equal opportunity employer.We welcome applications from groups who are currently under-represented in our staff.

Our diversity council is working hard to construct positive changes within our organisation. We are a disabilty confident employer and part of our commitment is to interview all applicants with a disability who meet the minimum criteria for a job vacancy and consider them on their abilities.

We are seeking a Head of Supporter Engagement to join our dynamic team. In this role, you will work closely with the Director of Fundraising & Communications to develop and enhance our Public Fundraising Programme, which covers Individual Giving, Lottery, Challenge Events and Legacy income. Having invested in the team’s capacity, we aim to grow income from c. £1m to £1.8m over the next few years. This in the broader context of a total voluntary income target for the charity of £5m-£6m.

The Head of Supporter Engagement leads a team of seven which includes three direct reports: Community Fundraising Manager, Individual Giving Manager and Database Manager. As part of the senior leadership team within the Fundraising & Communications Team, you will contribute to the wider leadership and decision making in the department, acts as a role-model for our values and build strong relationships outside our team, such as with Finance and the Care Team (service delivery).

You will play a key role in building and maintaining relationships with existing and prospective supporters of Noah’s Ark. You will ensure our supporters have the best supporter experience possible, to make them feel engaged and motivated, valued and informed about the impact of their donations. You will be responsible for developing implementing strategies for donor acquisition and retention, managing communications with our supporters through various channels. You will have a great degree of freedom to innovate and bring creative flare to our programmes, building your decisions on solid data, donor insight and best practice.

ABOUT YOU

You will be a dynamic, agile, dedicated, reliable and highly organised professional ready to play a significant role in growing income. An exceptional communicator with exemplary line management skills who is hands-on and leads by example. You will have demonstrative experience in people and programme management within Public Fundraising, with an impressive track record of success. You will welcome a challenge, thrive on responsibility and be able to keep a cool head under pressure. You will be friendly and empathetic with a collaborative mindset to achieve to ambitious goals.

We encourage you to apply if:

• You are an experienced manager, with extensive skills in Public Fundraising / Supporter Engagement
• Have proven yourself to be an incredibly effective manager (people and programmes)
• Are keen to grow professionally and believe you could thrive in our award-winning team

Noah’s Ark Children’s Hospice is an equal opportunity employer and particularly welcomes applications from groups who are currently under-represented in our staff.

We are excited to welcome fun, energetic, and adaptable individuals to our brand new supported living services in Askern, Woodlands, Adwick, and Rossington. As a member of our team, you will support people with learning disabilities and/or autism, helping them with daily tasks to promote independence and lead fulfilling, valued lives.

In this role, you will provide outcome-focused support, enabling clients to lead meaningful lives, maintain their tenancies, engage in their local community, develop independent living skills, and achieve their personal goals. Your efforts will maximize clients' wellbeing and independence through continuous, tailored care. You'll also facilitate social engagement with peers and the local community, fostering opportunities for personal growth.

This position is perfect for those eager to learn new skills and seeking a rewarding job that offers career advancement in the health and social care sector. No prior experience is necessary—if you possess the right values, aptitude, and passion, we encourage you to apply. Comprehensive induction and training will be provided.

Although having a driver’s license is desirable, it is not a requirement.

Vacancy Reference Number: 82940

Applications for this role must be submitted via the Creative Support website using the above vacancy reference number

Full training is provided, as is the opportunity to work towards QCF Diploma in Health and Social Care. Benefits of working with Creative Support include a probationary bonus, pension contributions, 28 days Annual Leave and company paid enhanced DBS.

We are a passionate, inclusive, and anti-racist organization - Stonewall Diversity Champion, Disability Confident Employer who have recently received Investors in People Gold awarded.

Applications are reviewed as they are received, we do not provide feedback for unsuccessful applications. We can only accept applications from candidates who are located in and eligible to work within the UK.

We’re looking for a creative and results driven fundraiser to lead the growth of our individual donor and supporter base while delivering outstanding supporter experiences. You’ll play a central role in our fundraising efforts: leading multi-channel campaigns, strengthening donor relationships, and shaping the future of our Individual Giving strategy. 

This is an exciting opportunity to take ownership of a key fundraising programme with scope to innovate and grow. If you have proven experience running successful donor acquisition campaigns, strong project management and analytical skills, and a passion for breast cancer prevention, we’d love to hear from you! 

Why join us? 

• To be part of a fantastic supportive team. 

• Work for an organisation that values a positive and inclusive culture. 

• Fully remote working. 

• Competitive salary of £31,171 – £37,340 PA (depending on experience) 

• 29.5 Days Annual Leave Plus Bank Holidays. 

• Option for full time colleagues to compress hours and work a 9 day fortnight. 

• Healthcare cover and employee assistance programme. 

• Enhanced Sickness, Maternity and Paternity pay. 

• Great supportive culture with generous professional training and development programmes. 

• For full details see our recruitment pack 

Supporter Services Assistant
Location: Wenlock Road, London, N1
Contract Type: Full-time, Permanent (subject to completion of 3-month probationary period)
Salary: £27,040 per annum
Application deadline: 1st September 2025

About the Role

We’re looking for a proactive and friendly Supporter Services Assistant to join our dedicated Fundraising Operations team at the Disasters Emergency Committee (DEC). You’ll be the first point of contact for DEC supporters and the wider public, providing responsive, respectful and professional care that reflects our values.

If you’re highly organised, people-focused, and eager to work what can be at times a fast-paced humanitarian environment, this could be the ideal opportunity for you.

 ***Please download the job description for full details***

About You

You are a strong communicator with excellent attention to detail, who thrives on delivering great service and ensuring data accuracy. You enjoy working in a team and have the self-motivation to manage your own workload effectively.

You may already have experience in customer service or administration. Most importantly, you’re someone who values high standards and is motivated to support DEC’s humanitarian mission.

You will have:

• Good organisational skills and attention to detail
• A professional and friendly telephone manner
• Strong written communication skills
• The ability to manage a varied workload and prioritise effectively
• A positive, resilient, and self-motivated approach

Experience in the charity sector is welcome but not essential, we're more interested in your attitude, potential, and commitment to learning.

Key Responsibilities

• Serve as the first point of contact for supporter enquiries by phone, email, and post
• Ensure accurate donor records and communication preferences are maintained in Salesforce
• Process donations and generate acknowledgements and thank-you letters
• Support donation coding and financial reconciliation with the Finance and Fundraising teams
• Assist with the onboarding and coordination of temporary staff and volunteers
• Provide general administrative support across the Fundraising & Marketing team
• Contribute to team projects, internal meetings, and continuous improvement of supporter services

What We Offer

• Flexible working hours (outside of appeal periods)
• Hybrid working model (some mandatory office days during appeals)
• 25 days annual leave, increasing with service
• Healthcare Cash Plan (value ~£1,660/year)
• Pension contribution (3%, rising to 8% post-probation)
• Wellbeing and mental health support
• Access to Wellhub, discounts, and ticket schemes
• Season ticket and hardship loans (post-probation)
• Cycle to Work and Car schemes (salary sacrifice)

About the DEC

The Disasters Emergency Committee brings together 15 of the UK’s leading humanitarian charities to raise funds and respond quickly to global disasters. Since our founding in 1963, we have raised over £2.5 billion through 79 appeals, providing life-saving assistance to millions of people around the world.

Our mission is to save, protect, and rebuild lives through effective humanitarian action. As a team, we operate with urgency, transparency, and compassion.

All roles at the DEC are based in our London office. We operate a hybrid working model, with some non-negotiable office attendance. Please note, during the two-week appeal launch period, staff are required to work long hours in a high-paced environment, with mandatory office attendance.

How to Apply

If you believe you have the skills and passion for this role, please apply with your anonymised CV and cover letter (use initials only, no full names) by 1st September 2025.

We encourage early applications and may hold interviews before the deadline.

We are also unable to support applications for our vacancies if you do not have the right to work in the UK