Supporter Care Senior Officer

The Supporter Care Senior Officer is a key role within our Fundraising team, sitting at the heart of every supporter interaction and helping to shape the experience people have with The Royal British Legion. This is an opportunity for someone who knows what great customer care looks like and takes pride in getting the detail right. You’ll be the person colleagues turn to for guidance on complex enquiries, complaints and supporter issues, while also ensuring that day‑to‑day operations run smoothly, efficiently and to the highest standard. Working across multiple teams and with external partners, you’ll help deliver a service that is professional, responsive and built around the needs of our supporters.

Key responsibilities

• You will be responsible for managing priorities, analysing trends, improving processes and coaching colleagues to deliver consistently high standards.
• You will be comfortable rolling up your sleeves when needed, whether that’s resolving a challenging complaint, overseeing supporter administration, improving ways of working or supporting the delivery of key fundraising activity.
• You will combine excellent judgement with a practical, solutions‑focused approach and understand the importance of compliance, accuracy and accountability in every interaction.
• You will lead projects, help shape service improvements, support and develop team members, and use insight to influence how we engage with supporters in the future.
• You will be contracted to our Haig House hub with a minimum expectation of two days per week working in person at the hub and flexibility for working remotely/at home when not on site.

Qualifications

We are looking for someone with significant experience from a customer care, supporter care or customer service environment who is ready to take the next step in a senior operational role. You should be confident managing priorities, analysing trends, improving processes and coaching colleagues to deliver consistently high standards. You should be comfortable resolving complex enquiries, complaints and supporter issues and be able to work across multiple teams and with external partners.

Benefits

• 28 days paid holiday (plus bank holidays) increasing with service, with optional annual leave purchase scheme of up to 5 working days
• Enhanced paid maternity, paternity and adoption leave
• Generous pension scheme with employer contributions ranging from 6% to 14%, depending on length of service
• Range of flexible working options may be available, depending on your role
• Employee Assistance Programme providing confidential counselling, financial and legal advice
• Range of courses delivered by learning specialists to support your development goals and objectives
• Opportunities to volunteer
• Travel loans, Cycle to Work, and more!

Location

Kirkwall, United Kingdom of Great Britain and Northern Ireland

Equal Opportunity Statement

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

Interview Scheme

As part of our commitment to inclusion, we offer interview schemes for candidates who declare an Armed Forces connection and/or a disability. However, candidates are only eligible for this scheme if their application clearly demonstrates that they meet all of the essential criteria listed in the Person Specification for the role.

Recruitment Process

Interview dates: 16 September onwards. We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.