About the role

We are recruiting a Supporter Care & Fundraising Coordinator to join our fundraising and supporter care team. This role will provide excellent frontline supporter care, manage day-to-day fundraising administration and support the delivery of appeals, events and stewardship activity to maintain and grow our supporter base. The postholder will work closely with colleagues across fundraising, community and communications to ensure consistent, timely and personalised supporter engagement. We welcome applicants from a range of customer service or fundraising backgrounds.

In this role you will:

• Provide high-quality supporter care via phone, email and face-to-face, responding promptly to enquiries, providing information about our services and events, and resolving issues with empathy and professionalism.

• Process donations, membership payments and other income accurately, ensuring timely receipting, gift aid processing and bank reconciliation in line with financial procedures.

• Maintain accurate supporter records in the CRM system, logging interactions, updating preferences and ensuring compliance with data protection legislation and organisational policies.

• Support the planning and delivery of fundraising appeals, campaigns and events by coordinating mailings, preparing materials, managing event registrations and liaising with volunteers and third-party suppliers.

• Prepare acknowledgement and stewardship communications, including personalised thank-you letters, impact updates and stewardship reports to help retain and grow supporter relationships.

• Assist with regular reporting and data extraction from the CRM to support performance monitoring, mailing segmentation and campaign evaluation.

• Support volunteer coordination for fundraising activities, including briefings, rotas and providing appropriate information to enable volunteers to represent the organisation confidently.

• Work with the fundraising team to identify opportunities to upgrade supporters and encourage regular giving, events participation or legacy conversations where appropriate.

• Contribute to the review and improvement of supporter care procedures and templates to ensure consistent, efficient and person-centred communications.

• Adhere to all organisational policies including safeguarding, equality, diversity and inclusion, fundraising best practice and relevant fundraising regulation.

The successful candidate will:

• Have proven experience in a customer service, supporter care or fundraising administration role, with a demonstrable commitment to providing excellent service to supporters.

• Be confident and empathetic when communicating with people from diverse backgrounds, including supporters, volunteers and clinical colleagues.

• Demonstrate strong attention to detail, accuracy in data entry and good numerical skills, particularly in relation to processing donations and basic financial administration.

• Have experience using a CRM or database for recording supporter information and ability to extract basic reports; confident using Microsoft Office, particularly Excel and Outlook.

• Be highly organised, able to manage competing priorities and work to deadlines in a busy fundraising environment.

• Show an understanding of and commitment to confidentiality, data protection and the principles of ethical fundraising.

• Be a reliable team player with a proactive approach, willing to support occasional evening or weekend fundraising events.

• Hold the legal right to work in the UK.

Salary: £24,780 - £28,656.64 per annum (depending on experience)

Contract: Permanent

Hours: Full time, 37.5 hours per week; flexible working options may be considered, with occasional evening and weekend commitments for events.

Location: Office base at Thurrock Hospice with travel across the local area as required.

Right to work
Applicants must have the legal right to work in the UK. We are unable to sponsor work permits or visas.

Belonging, Equity, Diversity and Inclusion

We are committed to creating an inclusive workplace that values diversity. We welcome applications from people of all backgrounds and particularly encourage individuals from under-represented groups to apply. Adjustments can be made to support applicants with disabilities throughout the recruitment process.