Supporter Services Engagement Coordinator in London

Working hours: Minimum of 35 hours per week, working a minimum of 40% across each month in the Territorial Headquarters, London, SE5 8FJ.

Help deliver individual moments that matter. We are looking for a Supporter Services Engagement Coordinator to deliver an excellent supporter experience by coordinating communications, monitoring service levels and supporting key operational processes, including regular giving and donations. Acting as a vital link between supporters and the organisation, you will help keep work moving, spot where pressure is building and support the team to respond well when demand changes. You’ll lead by example, supporting processing or supporter communications when needed to provide a great experience and recognise the individual moments that matter.

This role is based at our modern office in Denmark Hill, South London, a short walk from Denmark Hill station, with excellent transport links, nearby amenities and an on-site café.

Who we are: We are The Salvation Army’s Supporter Services team, part of a high-performing Fundraising Department. Often the first point of contact for supporters, we take pride in offering a warm, personal and caring service. Every enquiry, donation or concern is an opportunity to make someone feel informed, valued and appreciated. We focus on the detail and the human interaction behind each contact. Working with teams across Fundraising and the wider organisation, we help supporters receive the excellent care and recognition they deserve while supporting processes that generate vital income for our mission.

Could this be you? We’re looking for someone organised, practical and confident in a busy team where priorities can change. You’ll bring empathy, judgement and attention to detail, helping the team maintain consistent service and positive supporter outcomes. You will proactively identify priorities, support colleagues during busy periods and help the team adapt to changing demands. Whether responding to enquiries, coordinating activity or improving processes, you’ll help ensure every supporter feels valued, informed and appreciated.

The Successful Candidate: You may have experience in supporter or customer services, fundraising operations or administration. Most importantly, you will communicate clearly, understand process, build positive relationships and be motivated by helping supporters receive the care, accuracy and responsiveness they deserve. You will also bring:

• Strong organisational skills and the ability to manage competing priorities.
• Excellent communication skills, with the confidence to engage effectively with supporters and colleagues.
• A strong attention to detail, particularly when handling donations, regular giving and supporter data.
• A collaborative approach, with the ability to build positive relationships across teams.
• A continuous improvement mindset, identifying opportunities to enhance processes and service delivery.
• A genuine commitment to outstanding supporter experience.

Key responsibilities:

• Deliver a high-quality supporter experience, ensuring enquiries are handled professionally, accurately and within agreed service standards.
• Coordinate supporter communications across telephone, email and written correspondence, ensuring every interaction is warm, engaging and responsive.
• Support the administration and processing of donations, regular giving, Gift Aid and other fundraising activity, maintaining accuracy and confidentiality.
• Build positive supporter relationships, respond to enquiries, resolve issues and ensure supporters feel valued and appreciated.
• Monitor service levels and workload trends, helping the team respond effectively to changing demands.
• Work collaboratively with colleagues across the Fundraising Department and wider organisation.
• Help improve processes to enhance efficiency and supporter service.
• Support the smooth running of operational activities and contribute to the achievement of team objectives.

Our offer: In return, you’ll join a supportive team where your contribution helps deliver meaningful supporter care and supports the mission of The Salvation Army. Appointment will be subject to satisfactory references and evidence of your Right to Work in the UK in line with Home Office requirements. As we are not a licensed sponsor, applicants must already have the right to work in the UK.

Please note that any Salvation Army employees who are under notice of redundancy and apply for this position will be given priority consideration. We reserve the right to close this advert earlier if we feel that we have received sufficient applications. Promoting equality in the workplace and as a disability confident leader scheme employer, we guarantee to interview all disabled applicants who meet all the minimum essential criteria for the vacancy.