Supporter Relations Assistant in London

We are seeking a customer-focused and organised Supporter Relations Assistant to help deliver an exceptional supporter experience and provide vital administrative support to our fundraising operations. This is an exciting opportunity to join a dedicated team at the heart of Islamic Relief UK, supporting our valued donors and supporters while ensuring the accurate processing and management of fundraising data and donations. Based at our Waterloo Office, London, this role offers the opportunity to make a meaningful contribution to Islamic Relief's humanitarian work by providing excellent supporter care, maintaining accurate supporter records and supporting campaigns that transform lives around the world.

JOB PURPOSE:

• Deliver excellent supporter care and ensure the smooth running of our supporter services and donation processing functions.
• Act as a first point of contact for supporter enquiries via phone, email, post and digital channels, delivering excellent customer service at all times.
• Manage the Islamic Relief UK switchboard and respond to supporter enquiries professionally and efficiently.
• Process donations accurately and securely, ensuring all supporter information is maintained to a high standard.
• Maintain and update supporter records on our fundraising database, ensuring data is accurate, current and GDPR compliant.
• Process Direct Debits, standing orders, bank transfers, CAF donations and payroll giving transactions.
• Support the timely acknowledgement and thanking of supporters through certificates, receipts and reports.
• Assist with data cleansing activities, record maintenance and database administration.
• Handle supporter enquiries and complaints sensitively and professionally, ensuring they are resolved promptly.
• Support the administration and delivery of fundraising campaigns and peak appeal periods, including Ramadan, Qurbani and emergency appeals.
• Assist with volunteer and temporary staff coordination during busy campaign periods.
• Provide administrative support to the wider Supporter Relations team and contribute to departmental projects.
• Work collaboratively with colleagues across Islamic Relief UK to ensure supporters receive an excellent and consistent experience.
• Support continuous improvements to supporter care, data quality and internal processes.

PERSON SPECIFICATION

You will be a proactive and detail-oriented individual with a passion for customer service and supporter care. With excellent communication and organisational skills, you will enjoy working in a fast-paced environment where accuracy, efficiency and professionalism are essential. You will ideally have:

• Experience working in a similar customer service, supporter care or administrative role.
• Experience of using databases and maintaining accurate records.
• Excellent customer service experience with a strong focus on supporter satisfaction.
• Experience working with sensitive and confidential information.
• Good knowledge of Microsoft Office applications, including Word and Excel.
• Fast and accurate data entry skills with excellent attention to detail.
• Strong administrative and organisational skills.
• Good numerical skills and the ability to work accurately under pressure.
• Excellent communication skills across phone, email and written correspondence.
• Experience of managing multiple priorities and meeting deadlines effectively.
• Ability to work methodically while maintaining a high level of accuracy.
• Ability to work independently as well as collaboratively within a team.
• Knowledge and understanding of Data Protection legislation and GDPR requirements.
• Strong motivation and empathy towards the aims and objectives of Islamic Relief.
• Experience of working with volunteers (desirable).
• Flexibility to work additional hours, including evenings and weekends, during peak campaigns and emergency appeals.