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
Contract Type: Permanent
Campaign Closes: 12pm Friday 30th October 2026
Interviews: 11/12th November 2026
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
- 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
- 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
- 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 transfer and compliance with data protection regulations
- Maintain accurate and consistent stakeholder records on the database, including contact details, mailing preferences and Gift Aid declarations
- Support the processing, coding and import of online registrations and fundraising pages from external platforms
Operational and administrative support
- Manage and co-ordinate fulfilment processes (internal and via agencies), including welcome packs, cancelled donor processes and ad-hoc campaigns
- Support stock control and ordering of materials used by the team
- Work collaboratively across the team, providing flexible support and cover for colleagues where required to ensure continuity of service and effective delivery of team objectives.
- Support the opening, logging and allocation of all incoming mail received at the office, including post, letters, parcels, courier deliveries and other correspondence
- Provide wider administrative, data, office and building support to the organisation as required, helping to ensure the smooth and efficient running of office operations and facilities.
As a Make-A-Wish colleague, you will also need to:
- Actively support our wishgranting through voluntary activity to support Make-A-Wish. We encourage all colleagues to become Wish Makers.
- Have a practical understanding of the Make-A-Wish values: Be Magical, Be Inclusive and Be Inspiring
- Strengthen relationships between different members of the Make-A-Wish community to ensure everyone works in collaborative and inclusive way.
- Attend organisational meetings, like symposiums and town halls.
- Keep yourself informed about things going on across the organisation by making use of internal communications channels, e.g. Teams, Wish Wisdom (our colleague newsletter).
- Keep yourself informed on the strategy and plans of the organisation in order to be able to fully contribute to them through your role.
- Actively listen to other people, particularly those with views that are different to your own.
- Embed the principles of our Equality, Diversity and Inclusion Charter within your role.
- Be open to collaboration and working across different teams to help the organisation achieve its strategic objectives.
- Be able to work independently in an agile environment, understanding that different people across the organisation have different working patterns.
- Be able to work with your colleagues and other members of Make-A-Wish community as one team, united in a common vision and mission, and support organisational efforts of reaching every child by, for example, answering phones when other teams are busy, supporting activities happening across the organisation, etc.
- 26 days annual leave with the option to buy/sell annual leave (pro rata for part time)
- Paid Birthday leave
- Flexible & Hybrid working arrangements
- Salary exchange pension scheme
- Pirkx subscription - Access to wellbeing support, GP appointments, training and events, retail discount platform, and much more!
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