Supporter Care Assistant - Fundraising in Gildersome

We are looking for a highly organised and customer-focused Supporter Care Assistant to join our Fundraising team. This varied role combines excellent supporter care with effective database administration, helping to ensure our supporters receive an outstanding experience while maintaining accurate and reliable fundraising data. As a key point of contact for donors, fundraisers and members of the public, you will provide friendly, professional support, respond to enquiries, process donations and help supporters feel valued and connected to our work. Alongside supporter care responsibilities, you will play an important role in maintaining and developing our supporter database, ensuring data accuracy, integrity and compliance to support fundraising activities, stewardship and organisational reporting. This is a home-based position with regular opportunities for in-person collaboration. Travel will be required for meetings, team activities and partnership work. Occasional evening and weekend work may be required to support fundraising events.

Key Responsibilities

• Supporter Care
  • Act as the first point of contact for supporters via phone and email.
  • Respond to enquiries promptly, professionally and empathetically.
  • Provide information about our services, fundraising activities and ways to support Kids.
  • Handle sensitive conversations appropriately and elevate concerns where necessary.
• Donation Processing and Stewardship
  • Process donations and Gift Aid claims accurately and efficiently.
  • Send acknowledgements, thank-you communications and receipts in a timely manner.
  • Support the delivery of supporter journeys, including welcome communications, updates and stewardship activities.
  • Assist with supporter mailings, e-newsletters and event communications.
• Database Administration
  • Maintain accurate supporter records within the CRM system.
  • Support the ongoing development and management of supporter data systems.
  • Carry out regular data cleansing, accuracy checks and deduplication activities.
  • Record and manage supporter consent in line with GDPR requirements.
  • Maintain database documentation, processes and naming conventions.
  • Support change control processes and ensure consistent use of data across teams.
  • Contribute to the production of reports, data selections and fundraising lists.
• Fundraising and Team Support
  • Assist with fundraising campaigns and events, including administration and logistics.
  • Coordinate fundraising materials and merchandise stock.
  • Provide general administrative support, including scheduling, invoicing and supplier liaison.
  • Support cross-organisational requests relating to supporter engagement and information sharing.

About You

We are looking for someone who has:

Essential Skills And Experience

• Experience in a customer service, supporter care, administration or similar role.
• Experience working with databases, CRM systems or data management processes.
• Excellent attention to detail and accuracy when handling data.
• Strong organisational skills and the ability to manage multiple priorities.
• Confidence working with confidential information and GDPR requirements.
• Excellent communication and interpersonal skills, with a supportive and empathetic approach.
• Experience using Microsoft Office applications, particularly Excel, alongside CRM and digital workplace tools.
• The ability to work independently while collaborating effectively with colleagues.
• A commitment to delivering excellent supporter experiences.

Desirable Skills And Experience

• Experience using data tags, categories or structured data attributes.
• Knowledge of data quality processes such as deduplication and change control.
• Experience producing simple reports or analysing supporter data.
• Understanding of Gift Aid and charity fundraising processes.
• Experience creating supporter-facing communications.
• Awareness of accessibility best practice in written communications.
• Understanding of the needs of children, young people and families supported by Kids.

Why Join Us?

This is an exciting opportunity to make a meaningful contribution to our fundraising and supporter engagement activities. You will play a vital role in ensuring supporters receive excellent service while helping to maintain the high-quality data that enables us to achieve our mission.