Supporter Care Executive

Organisation: The National Trust for Scotland

Location: Edinburgh

The Audiences and Support (A&S) directorate brings together a range of creative and specialist skills to build support for our charity. Working closely with colleagues across Scotland, we protect, enhance and build the Trust’s reputation, positioning our charity as a leader in protecting and sharing Scotland’s natural, cultural and historic places for everyone to enjoy. By listening to our audiences and placing them at the heart of what we do, we grow support for our charity; increasing membership, inspiring visits and generating vital income through philanthropic work.

The wider purpose of the role is to support the interactions we have with our supporters ensuring that we build meaningful relationships with them through our excellent supporter care to encourage loyalty of support and in turn, generating the vital funds we require for the continuation of our charity’s work.

The specific purpose of the role is to provide excellent service and care to our many supporters, including but not limited to our circa 340,000 members, many donors, and visitors. It’s your role to build strong relationships, offer great service and encourage future support, providing a positive experience of the National Trust for Scotland. As well as processing memberships and carrying out administrative tasks, you will be the first point of contact for general enquiries for the organisation and it’s your responsibility to ensure that every interaction leaves our supporters, or prospective supporters, feeling thanked and valued and most importantly excited to continue or start their membership and support to the National Trust for Scotland.

KEY RESPONSIBILITIES

• Deliver exceptional supporter care across multiple channels, acting as the first point of contact via telephone, email, social media, letter, or occasionally face to face.
• Provide a welcoming and helpful experience for people contacting the charity with questions, feedback, or concerns.
• Demonstrate a professional and proactive approach to interacting with supporters.
• Respond to enquiries in a timely, considerate, and caring manner, in line with agreed SLAs.
• Develop and maintain strong knowledge of the Trust’s activities, products, and policies, communicating these confidently to visitors, members, and donors.
• Manage supporter data in accordance with GDPR and PECR regulations, proactively ensuring data accuracy and completeness.
• Support Team Leaders, the Supporter Care Manager, the CRM Manager, and other internal departments with time‑critical and data‑sensitive tasks.
• Ensure all supporter interactions are accurately logged in the CRM system and, where appropriate, passed to relevant departments.
• Process supporter payments via online payment systems over the phone or by handling cheques, and manage refund requests and payment enquiries.
• Take ownership of supporter enquiries and complaints, proactively seeking timely and satisfactory resolutions.
• Carry out administrative tasks that support strong supporter relationships, including processing memberships, Gift Aid, direct debits, data cleaning, and consents.
• Participate in system testing to ensure systems are fit for purpose.
• Contribute proactively to process improvement and development, maintaining and creating guidance notes relevant to the role.
• Work collaboratively with teams across the organisation, including those based at properties, to provide training and promote the importance of excellent supporter care.
• Support outbound retention and recruitment campaigns via telephone, email, or mail, where required.