Supporter Care Advisor - Empathy-Led Helpline (Hybrid)

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

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.