Senior Supporter Care Officer

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

Help people feel heard valued and connected

For someone fundraising in memory of a loved one, a thoughtful conversation matters. For someone calling APF’s Support Line, a calm response can help them find the support they need.

As our Senior Supporter Care Officer, you will take ownership of day to day supporter care, build lasting relationships and use feedback to improve the experience people have with APF.

About APF

Action for Pulmonary Fibrosis brings people together so that everyone affected by pulmonary fibrosis can live well for longer. We provide support and information, campaign for faster diagnosis and fairer care, and invest in research. People affected by the condition are at the heart of our work.

Your role

You will coordinate personal welcomes, thanking and follow-ups, help people with their fundraising and enquiries, manage day to day activity on platforms such as JustGiving and MuchLoved and maintain accurate CRM records. You will champion the supporter voice and work with colleagues to improve supporter journeys.

You will also provide compassionate first contact on our Support Line, following agreed routes to refer, book or escape enquiries. This is a non-clinical role and does not involve clinical advice, diagnosis or counselling.

You will report to the Senior Individual Giving Manager and work closely with the wider Fundraising team and Support Services.

What you will bring

You will have experience of supporter, customer or service-user care, including telephone enquiries and personal follow-up. You can communicate sensitively, manage competing priorities, keep accurate records and handle confidential information responsibly. You know when to seek advice or refer an enquiry.

Relevant experience could come from fundraising, customer service, patient or service-user support, a helpline or another setting. You will be confident using a CRM, database or similar system. Fundraising, supporter journey and helpline experience are helpful but not essential.

What we offer

28 days’ annual leave plus bank holidays for a full-time five-day week. Christmas closure working days are taken from that allowance. A leave purchase or sale scheme is available, subject to approval.

Pension auto-enrolment for eligible staff in line with scheme rules; permanent-staff life assurance of three times basic salary, subject to scheme rules; and a comprehensive induction.

Closing date: 23:30 on 8 November

Interviews: 11 November