Role details

Supporter Care Officer

London   •  Temporary

Bullet points

  • Charity based in London
  • Minimum of 2 months

About Our Client

This organisation is an exciting charity based in London that works to support others through a time of need.

Job Description

Main Purpose of Job:

Based within the Fundraising Team and working closely with Finance, the postholder will ensure the efficient and effective processing of income from supporters and provision of excellent donor care.

Main Responsibilities

  • Processing and posting all income (i.e. cheques, postal orders, cash, CAF, Charities Trust vouchers) onto the ThankQ database, ensuring that all income information is kept up to date and within timescales set
  • Administer and write thank you letters and emails to supporters ensuring that all donors are given the opportunity to make their donation tax effective, where appropriate, by sending out 'Gift Aid Asks' and follow up with reminder emails when Declarations not returned, following agreed processes.
  • Set up and amend Gift-Aid Declarations on the supporter database (oral and written) as necessary whilst ensuring that accurate records are kept in accordance with the gift aid procedures and the Inland Revenue's requirements in this area.
  • Be responsible for receiving donations over the telephone by Credit/Debit cards - displaying excellent customer care skills at all times.
  • Communicate with donors, supporters and internal people to resolve all queries in a patient and sympathetic manner, promptly and courteously whilst displaying excellent customer care skills at all times.
  • All communications with supporters and donors to be accurately recorded on the ThankQ database following agreed procedures.
  • Follow agreed processes for coding all income accurately including restricted income.
  • Carry out donation processing and administration duties for CAF.
  • Download and reconcile weekly reports from JG and VMG and prepare for importing donations accurately onto the supporter database
  • Download and reconcile monthly reports from CAF, Charities Trust & Charitable Giving and prepare for importing payroll giving donations onto supporter database. All to meet month end and team timescales.
  • Prepare, reconcile and import relevant files from online giving platforms (JG, VMG, Much Loved, etc) and other sources (credit card, direct debit, standing orders, cheques and cash) into ThankQ within agreed schedules.
  • Add and amend details within the supporter database, follow data protection, data maintenance, PCI compliance and data collection procedures.
  • Maintain the security and confidentiality of individual details as required at all times.
  • Follow agreed processes for filing, storing and destroying paperwork.
  • Follow the agreed process for complaint handling. Reporting any problems as and when they arise.
  • Complete other Supporter Care duties as required by the Senior Fundraising & Events Coordinator.


  • To be a key point of contact for supporters and potential supporters who contact us by telephone, letter or email in dealing with all donations, enquiries, requests for information and complaints.
  • Attend and contribute to meetings and events as required.Maintain an up to date knowledge of current activities within the organisation and be an advocate of the brand at all times.
  • To work flexibly with other members of the team
  • To maintain confidentiality over personal information
  • Participate in training, annual appraisal and personal development review.
  • The post holder must familiarise themselves with matters relating to Health & Safety Management, as affecting themselves, their department and the organisation as a whole.
  • Promote the vision and values at all times and abide by all Policies and Procedures.
  • Commitment to and understanding of Equal Opportunities.

The Successful Applicant

Person Specification:

- An understanding of the charity sector and charity income streams.

- Substantial experience of working with databases and experience of producing reports, statistics and analysis

- Experience of monitoring and maintaining recording systems and procedures

- Experience of planning and organising own work and meeting deadlines

- Excellent interpersonal and customer care skills, both face to face and by telephone

- Ability to write clearly and accurately, including corresponding by email, as well as drafting routine correspondence

- Good organisational skills and attention to detail

- Ability to work on own initiative and as part of a team as well as across teams (finance and fundraising)

- Experience of using a range of IT packages including ThankQ (or Raisers Edge) & MS Office (word processing, spreadsheets and databases)

- Highly numerate and the ability to work within established financial and fundraising procedures

- Ability to commit to and work within the aims, principles and policies of the organisation

What's on Offer

This organisation is looking to offer a competitive daily rate, depending on experience.

Apply for this job

Click the Apply or LinkedIn button below or contact Katie Corfield on +44 207 269 2502 quoting job reference 13731109
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