Supporter Care Administrator

Crisis; Greater London; On-site; GBP 30,000 - 31,000; Full time

Benefits offered by this job

Interest-free loans for travel season ticket

Pension scheme with 8.5% employer contribution

28 days’ annual leave (pro rata)

Enhanced family leave pay

Job summary

A national charity in London is seeking a Supporter Care Administrator for a five-month fixed-term contract. The role involves delivering exceptional service to supporters, handling inquiries across multiple channels, and enhancing the supporter experience. Ideal candidates will have customer service experience and strong problem-solving skills. A competitive salary of £30,522 per annum is offered, along with generous employee benefits.

Qualifications

• Experience working in telephone and email-based roles in supporter care or customer service.
• Ability to organize your workload and maintain high output and accuracy during busy times.
• Ability to handle complaints and objections confidently.

Responsibilities

• Handle inbound contacts with potential and existing supporters over multiple channels.
• Identify and help resolve issues in the supporter journey, particularly those relating to our website.
• Deliver exceptional quality of service to queries related to new products and services.

Skills

Customer service experience

Organizational skills

Problem-solving skills

Flexibility

Job description

Crisis Greater London, England, United Kingdom

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Crisis Greater London, England, United Kingdom

Join to apply for the Supporter Care Administrator role at Crisis

This range is provided by Crisis. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Title:Supporter Care Administrator x2

Salary: £30,522 per annum

Contract: Five-month fixed term contract, starting October 2025

Location: London

Crisis is the national charity for people experiencing homelessness. We have embarked on our 10-year strategy for ending homelessness. We know it is not inevitable. We know together we can end it.

About the role

Supporter Care is about inspiring people and giving them the opportunity to do something amazing. This role will suit you as an enthusiastic, adaptable and proactive team player. You’ll use your exceptional interpersonal skills to deliver a memorable experience to Crisis supporters and members of the public, adding value to every interaction.

As a key member of the Fundraising Department, you will handle inbound contacts with potential and existing supporters over multiple channels, delivering an exceptional quality of service to queries related to our new products and services including retail. And you’ll help to improve the supporter experience by identifying and helping to resolve issues in the supporter journey, particularly those relating to our website. This is an exciting time to join our team and contribute to us establishing how we can add real value to our engagement with supporters. We will work together to make sure the supporters' voices are heard and at the heart of our fundraising and decision-making.

About you

To be successful in this role you will have:

• Experience working in telephone and email-based roles in supporter care or customer service
• Ability to organise your workload and maintain a high level of output and accuracy even during busy times
• Ability to handle complaints and objections with confidence
• A proactive and collaborative approach to work
• Strong critical thinking and problem-solving skills
• Flexibility and ability to adapt quickly to changing priorities

Please see the full Job Pack linked below, for a full list of requirements for this role. We realise that long lists of criteria can be daunting, and you may not want to apply for a role unless you feel 100% qualified. However, if you feel you have relevant examples to answer the screening questions, we encourage you to apply.

We believe diversity is a strength, and our aim is to make sure that Crisis truly reflects the communities we serve. We are actively working towards our organisation being a place where everyone can thrive and make their best contribution to our mission of ending homelessness for good. We know that the more perspectives, voices, and experiences we can bring to this work, the better. We particularly welcome applications from people who have lived experience of homelessness, and people from all marginalised groups, communities, and backgrounds.

Our values, Bold, Impactful, Collaborative and Equitable, are at the heart of everything we do as we continue in our mission to end homelessness.

Our staff, members and volunteers are vital to getting the right government policies in place, providing breakthrough services, and building a supportive community. We’ll lead by example to nurture a positive and ambitious workplace guided by ending homelessness.

As a member of the team, you will have access to a wide range of employee benefits including:

• A competitive salary. Please note our salaries are fixed to counter inequity and we do not negotiate at offer stage.
• Interest free loans for travel season ticket, cycle to work, and deposit to secure a tenancy.
• Pension scheme with an employer contribution of 8.5%
• 28 days’ annual leave (pro rata) which increases with service to 31 days and the option to purchase up to 10 additional days leave.
• Enhanced maternity, paternity, shared parental, and adoption pay.
• Flexible working around the core hours 10am-4pm
• Wellbeing Leave to be used flexibly
• And more! (Full list of benefits available on website)

Alongside our excellent staff benefits, we will support your ongoing development to build your skills, experience, and career.

When you join us, you will have the opportunity to join our staff diversity networks, which aim to champion issues across the organisation, enable staff to be their authentic and best selves and contribute to making Crisis a truly diverse organisation.

Please click on the 'Apply for Job' button below. Our shortlisting process is anonymised as part of our commitment to equality, diversity, and inclusion. We do not ask for CVs, instead we ask you complete the work history section and answer the screening questions for us to be able to assess you fairly and objectively. At least two members of staff score all applications.

Interview date and location: Tuesday 16 and Wednesday 17 September 2025 via Microsoft Teams

AI in Job Applications

We understand some candidates use AI tools when applying. Whilst we welcome the use of technology to support clear communication and structure, we want to learn more about you, so please ensure that your application reflects your own skills, knowledge and experiences

Accessibility

We want our recruitment process to be as accessible as possible. If you need us to make an adjustment or provide additional support as you apply for a role, please email [e-mail] and our Talent Acquisition team will contact you to discuss how we can help.

For more information about our work please visit

https://www.crisis.org.uk/about-us/

To see our work in action please visit:

youtube.com/user/crisishomelessness

https://x.com/crisis_uk

www.facebook.com/crisis.homeless

Registered Charity Numbers: E&W1082947, SC040094

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Customer Service, and Project Management

• Industries

  Non-profit Organizations

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