Location: In line with contracts of employment all roles at Make-A-Wish are Reading based, however we operate a Hybrid working model and employees need to be comfortable travelling to Make-A Wish Reading on a daily basis or minimum of 3 days per week at their own expense.
Hours: 37 hours per week
Salary: £27,262.56
Contract Type: Permanent
Campaign Closes: 12pm Friday 30th October 2026
Interviews: 11/12th November 2026
On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis.
As part of our Supporter Care Team, you will play a key role in delivering an excellent experience for Make-A-Wish stakeholders. In this busy and varied role, you will be responsible for handling and resolving a wide range of stakeholder enquiries, accurately processing income and data, and ensuring supporters are thanked and stewarded in a magical, timely and consistent way. You will also support the effective delivery of materials, fulfilment and wider administrative processes that enable the organisation to run smoothly.
Job Requirements
Essential Criteria
- Experience of working in a customer service or supporter-facing role, handling a range of enquiries including some complex or sensitive queries
- Experience of processing and accurately inputting data, ideally in a CRM or fundraising database (Salesforce experience desirable)
- Experience of processing financial transactions or income, with an understanding of the importance of accuracy and timeliness
- Knowledge of Gift Aid and experience of recording declarations
- Knowledge of or experience using online fundraising platforms (e.g. JustGiving, Enthuse)
- Good organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment
- Strong written and verbal communication skills, able to adapt tone and approach for different audiences
- Confident using IT systems including MS Office (Word, Excel, Outlook)
- High level of accuracy and attention to detail
- Ability to use initiative to solve problems within agreed processes, escalating when needed
- Ability to work effectively as part of a team and build positive working relationships with colleagues across the organisation
Desirable Criteria
- Experience working or volunteering in a charity or not-for-profit organisation
- Experience using Salesforce CRM
- Experience supporting income reconciliation or financial processes
- Knowledge of data protection principles and GDPR when handling personal and financial data
Skills, knowledge and behaviours required for this role
- Professional, empathetic and approachable manner when communicating with stakeholders
- Flexible and open to change, with a positive and proactive approach
- Demonstrates Make-A-Wish values — Be Magical, Be Inclusive and Be Inspiring — and is committed to acting as part of a team
- Actively listens to and respects different perspectives, embedding the principles of Equality, Diversity and Inclusion within the role
- Guided by the needs of the wish child in all decisions and actions
- Willing to support colleagues and organisational priorities as needed (for example, answering phones during busy periods or supporting cross-organisational activities)
Job Responsibilities
Stakeholder care and stewardship
- Be the first point of contact for a wide range of stakeholder groups (supporters, volunteers, wish families and the public) via phone, post, email, social media and shared inboxes
- Handle more complex enquiries and complaints, providing timely, professional and values-led responses, and escalating where needed
- Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement
- Ensure all stakeholders are thanked for their contributions in a courteous and sensitive manner, with a focus on surprise and delight, or pass to the relevant team to acknowledge where appropriate
- Monitor and respond to incoming queries on social media channels, resolving or signposting in line with agreed timescales and tone of voice
Income processing and data management
- Process and code all fundraising income from multiple sources into the fundraising database (Salesforce), ensuring accuracy and timeliness, and meeting all legal requirements
- Investigate and resolve income coding queries, including re-coding and reconciliation problem-solving
- Support the income reconciliation process with the Finance team, ensuring accurate allocation and reporting
- Maximise Gift Aid claims, ensuring declarations are recorded accurately and following up on missing or incomplete information
- Onboard and process donor and other stakeholder data from a wide range of external sources, ensuring secure
Hiring: Charity Executive in Reading employer: Make-A-Wish® UK
Make-A-Wish is an exceptional employer that fosters a supportive and inclusive work culture, where every team member plays a vital role in creating magical experiences for children and families. With flexible hybrid working arrangements, generous annual leave, and opportunities for personal and professional growth, employees are empowered to thrive both in their roles and as part of the wider community. Located in Reading, our team enjoys a collaborative environment that values diversity and encourages active participation in meaningful initiatives, making it a truly rewarding place to work.
