Supporter Care Advisor

Help for Heroes; Downton; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Diversity and inclusion values

31 days annual leave (29 + bank hols)

Birthday off

Leave buy/sell up to 5 days

Free health scheme from day one

Volunteer days

Pension with employer contribution

Life insurance

Job summary

Help for Heroes is seeking a compassionate Supporter Care Advisor to be the first point of contact for supporters, veterans and the public. This home-based role combines helpline duties with multichannel support, delivering excellent service while handling donations, information requests and campaigns.

You will work from the Downton office on a rota basis, 35 hours per week, with occasional UK travel, ensuring accurate records under GDPR and contributing to engagement and stewardship.

Qualifications

• Excellent customer service and communication skills across calls, emails, and webchat.
• Ability to handle sensitive situations with empathy and patience.
• Strong data handling awareness, with GDPR/compliance mindset.

Responsibilities

• Answer inbound calls, emails, webchat and correspondence from supporters, beneficiaries, veterans and family members.
• Provide exceptional customer service, resolving enquiries efficiently and professionally.
• Process donations, event registrations and supporter administration accurately.
• Maintain supporter records and ensure data is recorded in line with GDPR and organisational procedures.
• Respond to enquiries relating to fundraising, campaigns, events and charitable activities.
• Work from the Downton office on a rota basis, providing administrative and facilities support to ensure smooth daily operation.
• Undertake proactive supporter stewardship activity, including outbound calls to thank supporters and share impact.
• Answer helpline calls with patience and safeguarding aware responses.
• Identify individuals who may benefit from Help for Heroes services and ensure referrals/signposting.
• Collaborate across the charity to ensure a seamless supporter experience.
• Contribute to continuous improvement by identifying trends and opportunities to enhance supporter experiences.

Job description

Supporter Care Advisor

Salary: £27,685

Location: Home-based / Downton Offices (must live within a 20-mile radius of SP5 3RB) with occasional pre-arranged UK travel for meetings.

Hours: 35 hours per week

Contract: Permanent

Help for Heroes is looking for a compassionate, proactive Supporter Care Advisor to be the first point of contact for our incredible supporters, veterans, and members of the public.

About the Role

We are looking for a compassionate and customer-focused Supporter Care Advisor to join our team. This role combines excellent supporter service with helpline responsibilities, providing support and guidance to callers while delivering outstanding service across multiple communication channels.

You will be the first point of contact for many people engaging with Help for Heroes, whether they are donating, seeking information, or contacting our helpline for support. Every interaction is an opportunity to make a positive difference.

Key Responsibilities

• Answer inbound calls, emails, webchat and correspondence from supporters, beneficiaries, veterans and family members.
• Provide exceptional customer service, resolving enquiries efficiently and professionally.
• Process donations, event registrations and supporter administration accurately.
• Maintain supporter records and ensure data is recorded in line with GDPR and organisational procedures.
• Respond to enquiries relating to fundraising, campaigns, events and charitable activities.
• Work from the Downton office on a rota basis, providing administrative and facilities support to ensure the efficient day-to-day operation of the office. Duties may include processing post, managing shared inboxes, ordering supplies, coordinating contractors and visitors, supporting health and safety requirements, reporting facilities issues, and maintaining office records and systems
• Undertake proactive supporter stewardship activity, including outbound calls to thank supporters, share the impact of their support, gather insights, and encourage ongoing engagement with Help for Heroes.
• Answer calls for our helpline, demonstrating patience, empathy and understanding. Calls can often involve complex and sensitive situations, requiring active listening, emotional resilience, and the ability to respond appropriately while adhering to safeguarding and support procedures.
• Identify individuals who may benefit from Help for Heroes services and ensure appropriate referrals and signposting are completed.
• Work collaboratively with colleagues across the charity to ensure a seamless experience for those seeking support.
• Contribute to continuous improvement by identifying trends, feedback and opportunities to enhance supporter and beneficiary experiences

This is a varied role where you'll have the opportunity to make a difference in different ways, from building relationships with supporters and sharing the impact of their generosity to helping veterans and their families access the right support. You'll be part of a team that plays an important role in connecting people with our charity and the work we do.

In return we can offer you

• Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
• 29 days' annual leave plus 8 bank holidays, regardless of service - plus your birthday off to celebrate!
• Opportunity to buy and sell up to 5 days annual leave per year.
• Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
• 3 volunteer days per year to support the Help for Heroes community.
• A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4x salary as an active member.

Closing date: Wednesday 4th November 2026

Please note: We may close this vacancy early should we receive a high volume of strong applications.

Help for Heroes values diversity and inclusion and welcomes applications from candidates of all backgrounds.

This post is subject to a satisfactory criminal Reference Checks and other recruitment checks in line with our safeguarding procedures