Senior Supporter Care Officer

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

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 escalates 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.

Action for Pulmonary Fibrosis (APF) is a national charity dedicated to improving the lives of individuals and families affected by pulmonary fibrosis.