2 Supporter experience officer jobs

Job Title: Supporter Experience Officer - VAC173

Working Hours: 37.5 hours per week (flexible working by agreement). It is expected that work will sometimes be required outside normal working hours. However, time off in lieu is offered in accordance with the policies and procedures.

Salary: Circa £30,000 per annum

Contract: Fixed Term 12 Months (Maternity Cover)

Deadline: Thursday 29th October 2026

Interviews to take place: CV's will be considered as they are received. Shortlisted applicants will be contacted by telephone in the first instance. This listing may close early if we find a suitable candidate.

Location: Leeds Hospitals Charity offices with occasional opportunity to work from home.

Please include a cover letter or short supporting statement explaining why you're interested in joining Leeds Hospitals Charity and how your skills, experience and values make you a great fit for the role.

Who are Leeds Hospitals Charity?

Leeds Hospitals Charity is proud to support Leeds Teaching Hospitals NHS Trust. At Leeds Hospitals Charity, we work with NHS staff to improve the experience of patients and families. We are passionate about healthcare and about making our hospitals amazing. We bring together thousands of donors to make a meaningful difference for patients across Yorkshire, funding life-saving equipment, treatments, rare disease research and vital comforts where they are needed most.

Why This Role?

The Supporter Experience Officer plays a key role in delivering an outstanding, person-centered experience for supporters, patients, volunteers and staff. As a first point of contact, the postholder will provide excellent supporter care through the management of enquiries, donations, supporter communications and stewardship activities.

Your role will support the delivery and continuous improvement of supporter journeys, helping to ensure supporters receive timely, relevant and engaging communications that build loyalty, strengthen relationships and encourage long-term support. The Supporter Experience Officer will also provide volunteer co-ordination and operational support, contributing to an efficient, responsive and supporter focused fundraising team.

What We’re Looking For

• Experience delivering excellent customer service, supporter care or stakeholder engagement within a charity, healthcare, public sector or commercial environment.

• Experience of supporting supporter, customer or service-user communications and stewardship activities.

• Experience of managing enquiries and building positive relationships through telephone, email and other communication channels.

• Excellent communication and interpersonal skills, with the ability to build positive relationships with a wide range of supporters, volunteers, patients and colleagues.

• Experience of using CRM databases and Microsoft Office applications, particularly Excel, Word and Outlook.

• Understanding of supporter care, customer experience or relationship management principles.

• Ability to support the delivery and continuous improvement of supporter journeys and stewardship activities.

• Experience of co-ordinating volunteers, projects or operational activities, ensuring effective organisation and delivery.

Key Responsibilities:

• Act as a first point of contact for supporters, responding to enquiries via telephone, email and other communication channels in a timely, professional and proactive manner.

• Support with the administrative and operational processes of the Supporter Care Team, such as incoming processing, supporter stewardship, gift aid admin, data management and reporting.

• Deliver a high-quality, person-centred supporter experience, building and maintaining meaningful relationships with supporters, patients, volunteers and LTHT staff.

• Co-ordinate volunteer induction, training and ongoing support, acting as a key point of contact for volunteers and ensuring a positive volunteer experience.

• Steward supporters across individual giving and fundraising activities, helping to engage and strengthen supporter loyalty, retention and connection to the charity's impact.

• Lead the development, review and continuous improvement of supporter journeys and experiences, ensuring communications are supporter-centred, insight-led and aligned with team objectives, delivering an outstanding supporter experience.

• Work collaboratively with fundraising and wider charity teams to ensure a consistent, joined-up and supporter-centred approach across all supporter interactions and activities.

• Use supporter feedback and insight to identify trends, measure supporter satisfaction and recommend improvements that enhance the supporter experience and support fundraising objectives.

• Manage end to end donation processes ensuring that all donors are thanked in a timely manner with impactful content, ensuring supporters receive an excellent experience.

Full Job Description can be found on our website.

Benefits:

· 27 days holiday a year plus bank holidays with the option to buy additional holiday.

· Flexible and Hybrid Working

· Annual pay review

· Birthday Day (Paid day off on your Birthday)

· Additional holidays based on length of service

· Volunteering Days

· Unlimited access to our online Learning & Development Portal

· Pension scheme- 5% employer contribution

· Health & Wellbeing support including:

o access to Employee Assistance Programmes and trained Mental Health First Aiders

· Life Insurance Protection

· Cyclescheme

· NHS Blue Light Card and Discounts

As a Disability Confident Employer we commit to offering all applicants who consider themselves to have a disability an interview if they demonstrate they possess the essential skills and experience required for the role. Please advise on your covering letter if you consider yourself to have a disability.

Leeds Hospitals Charity is committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk. Our recruitment practices support this by ensuring all employment positions are subject to a fair, and robust recruitment process, relevant to the role. This may include interviews, assessments, pre‑employment checks, including DBS checks, references, and an appropriate probationary period.

Thank you for taking the time to apply for our position. We appreciate your interest in Leeds Hospitals Charity.