Senior Supporter Care & Engagement Advocate

Actionpf; Peterborough; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

28 days’ annual leave + bank holidays

Pension auto-enrolment

Life assurance (3x salary)

Job summary

Action for Pulmonary Fibrosis (APF) is recruiting a Senior Supporter Care Officer to own day-to-day supporter care, build lasting relationships and use feedback to improve the experience for people engaging with APF.

You will coordinate welcomes, thank-yous and follow-ups, handle fundraising enquiries on JustGiving and MuchLoved, maintain accurate CRM records and champion the supporter voice across the team. This is a non-clinical role and involves compassionate first contact on our Support Line.

Qualifications

• Experience in supporter, customer or service-user care including phone enquiries and follow-up.
• Ability to communicate sensitively and manage competing priorities.
• Maintain accurate records and handle confidential information responsibly.

Responsibilities

• Coordinate welcomes, thank-you messages and follow-ups with supporters.
• Assist with fundraising enquiries and platform management (JustGiving, MuchLoved).
• Maintain CRM records and support improvements to supporter journeys.
• Provide compassionate first contact on the Support Line and refer cases per guidelines.

Skills

Supporter care

Telephone enquiries

Record keeping

Confidentiality

Communication

Tools

CRM software

Job description

Action for Pulmonary Fibrosis (APF) is recruiting a Senior Supporter Care Officer to own day-to-day supporter care, build lasting relationships and use feedback to improve the experience for people engaging with APF.

You will coordinate welcomes, thank-yous and follow-ups, handle fundraising enquiries on JustGiving and MuchLoved, maintain accurate CRM records and champion the supporter voice across the team. This is a non-clinical role and involves compassionate first contact on our Support Line.