Senior Supporter Care Lead – Donor Experience

Action For Pulmonary Fibrosis; Peterborough; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

28 days annual leave

Bank holidays

Pension auto-enrolment

Life assurance

Comprehensive induction

Job summary

Action for Pulmonary Fibrosis (APF) is seeking a Senior Supporter Care Officer to own day-to-day supporter care, build lasting relationships and drive improvements based on feedback. You will coordinate welcomes, thank-you messages and follow-ups, assist with fundraising and enquiries, and manage JustGiving and MuchLoved activities.

You will maintain CRM records, champion the supporter voice, and collaborate with the Fundraising team to enhance journeys.

Qualifications

• Experience in supporter, customer or service-user care, including telephone enquiries and follow-ups.
• Ability to communicate sensitively, manage priorities and keep records.
• Know when to seek advice or refer an enquiry and handle confidential information.
• Experience could come from fundraising, customer service, helpline or related settings; CRM use is essential.

Responsibilities

• Coordinate personal welcomes, thanks and follow-ups with supporters.
• Help people with fundraising and enquiries, manage day-to-day activity on JustGiving and MuchLoved.
• Maintain accurate CRM records and supporter data.
• Champion the supporter voice and improve supporter journeys with colleagues.
• Provide compassionate first contact on our Support Line and refer/escalate where needed.
• Work with the wider Fundraising team and Support Services; report to Senior Individual Giving Manager.

Skills

Supporter care

Customer service

Telephone enquiries

CRM experience

Tools

CRM software

Job description

Action for Pulmonary Fibrosis (APF) is seeking a Senior Supporter Care Officer to own day-to-day supporter care, build lasting relationships and drive improvements based on feedback. You will coordinate welcomes, thank-you messages and follow-ups, assist with fundraising and enquiries, and manage JustGiving and MuchLoved activities.

You will maintain CRM records, champion the supporter voice, and collaborate with the Fundraising team to enhance journeys.