Hybrid Supporter Care Specialist – Charity Impact

Make-A-Wish® UK; Reading; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

26 days annual leave (pro rata)

Paid Birthday leave

Flexible & Hybrid working arrangements

Salary exchange pension scheme

Pirkx subscription - wellbeing support

Job summary

Make-A-Wish UK is seeking a proactive Supporter Care Administrator to join our hybrid team in Reading. You will handle stakeholder enquiries, process income and data, and ensure supporters are thanked and stewarded in a magical, timely way.

The role focuses on accurate data processing in Salesforce, Gift Aid handling, and collaboration with Finance to support fundraising operations. Training and development are provided.

Qualifications

• Experience in a customer service or supporter-facing role.
• Experience inputting data in a CRM or fundraising database (Salesforce desirable).
• Experience processing financial transactions with accuracy and timeliness.
• Knowledge of Gift Aid and recording declarations.
• Knowledge of or experience with online fundraising platforms (e.g. JustGiving, Enthuse).
• Good organisational and time management skills with the ability to multitask in a fast-paced environment.
• Strong written and verbal communication skills with adaptable tone.
• High level of accuracy and attention to detail.
• Ability to work in a team and collaborate across the organisation.
• Experience working or volunteering in a charity or not-for-profit organisation.
• Experience using Salesforce CRM.

Responsibilities

• Be the first point of contact for supporters, volunteers, wish families and the public via phone, post, email, social media and shared inboxes.
• Handle complex enquiries and complaints with timely, professional and values-led responses, escalating where needed.
• Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement.
• Ensure all stakeholders are thanked in a courteous and sensitive manner, with surprise and delight where appropriate.
• Monitor and respond to enquiries on social media in line with agreed timescales and tone of voice.
• Process and code fundraising income into Salesforce, ensuring accuracy and timeliness, meeting legal requirements.
• Investigate income coding queries and reconcile as needed.
• Support income reconciliation with Finance, ensuring accurate allocation and reporting.
• Maximise Gift Aid claims and ensure declarations are recorded appropriately.
• Onboard and process donor and stakeholder data securely, complying with data protection regulations.
• Maintain accurate stakeholder records on the database including contact details and Gift Aid declarations.
• Support processing and import of online registrations and fundraising pages from external platforms.
• Coordinate fulfilment processes and stock control for campaigns and materials.
• Provide flexible support across the team to ensure continuity of service.
• Open, log and allocate incoming mail; provide wider admin, data, and office support.

Tools

JustGiving

Enthuse

Salesforce CRM

Job description

Make-A-Wish UK is seeking a proactive Supporter Care Administrator to join our hybrid team in Reading. You will handle stakeholder enquiries, process income and data, and ensure supporters are thanked and stewarded in a magical, timely way.

The role focuses on accurate data processing in Salesforce, Gift Aid handling, and collaboration with Finance to support fundraising operations. Training and development are provided.