Supporter Care Coordinator

Teenage Cancer Trust; City Of London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

Flexible bank holidays

Paid parental leave

Paid volunteering leave

Health cashback plan

Life assurance and income protection

Discount scheme

Flexible working

Job summary

The Teenage Cancer Trust is seeking a Supporter Experience Coordinator to deliver a warm, responsive service to supporters across email, phone and live chat. You will manage enquiries and complaints, support fundraising campaigns and events, process and thank donations, and maintain accurate supporter records to reflect the charity's high standards.

This role is hybrid with one day per week in the London office, 35 hours per week, on a fixed-term contract for nine months.

Qualifications

• Excellent customer service across email, phone and live chat.
• Strong organisational and time-management skills.
• Ability to prioritise a varied workload.

Responsibilities

• Be the first point of contact for supporters with a warm, responsive service across email, phone and live chat.
• Manage enquiries and complaints across channels.
• Support fundraising campaigns and events.
• Process and thank donations.
• Maintain accurate supporter records.

Skills

Customer service

Communication

Time management

Organisation

Job description

Job Title: Supporter Experience Coordinator

Location: Hybrid with a 1 day per week in the London Office (additional days will be required during postal appeal periods)

Hours: 35 hours per week

Contract type: Fixed Term Contract (9 months)

Salary: £30,119 per annum

What we do: We help young people through cancer

How we work: We're Determined, United, Spirited and Kind

What we're looking for:

• Someone who would like to help make every supporter feel valued, informed and inspired to support young people with cancer.
• Being a first point of contact for many of our supporters, you'll provide a warm, responsive and high-quality service across email, phone and live chat. You'll help manage enquiries and complaints, support fundraising campaigns and events, process and thank donations, maintain accurate supporter records and make sure every interaction reflects our high standards.
• A solutions- focused individual with excellent organisation skills, the ability to prioritise a varied workload and excellent time management skills.

Key dates:

Applications by 3rd November. 1st Stage Interview held on Wednesday 18th November (online). 2nd Stage Interview held on Thursday 26th November (in person).

What we offer:

• Leave: 25 days of annual leave, which increases with service, in addition to bank holidays and a 3 or 4 day closure over the Christmas period. We also have finish early Fridays in August and quarterly reset days to step away from day to day work and refocus.
• Flexible bank holidays: the option to swap five UK public holidays (except 25th, 26th December, and 1st January or any substitute bank holidays for these dates) for other dates off.
• Paid Carer and Compassionate Leave: paid time off to care for family members or dependants.
• Paid Parental Leave: enhanced pay for parental leave such as maternity leave, paternity leave or adoption leave.
• Paid Volunteering Leave: support your community by taking paid leave for volunteering activities.
• Health Cashback Plan: access a health cashback plan to cover medical expenses.
• Life assurance and Income Protection: financial support if you're unable to work due to illness or injury.
• Discount scheme: access exclusive savings at various high street retailers and gyms.
• Flexible Working: we care about your wellbeing and encourage flexible work arrangements to promote work-life balance.

Our commitment to inclusion and accessibility:

At Teenage Cancer Trust one of our key focuses is around equity and making sure our services are accessible and inclusive to all young people with cancer, with no-one left behind. We have the same goal for people working with us. Teenage Cancer Trust is committed to recognising and valuing individual differences and the contributions of all people.

Should you require any assistance or adjustments to support your interview process, such as additional time for tasks, meeting the panellists beforehand, information in another format or a different interview format (online/offline/in person), please don't hesitate to get in touch with us at [e-mail] and we will do our best to accommodate your request.

We are a Disability Confident employer which means we have committed to offering interviews to disabled candidates who meet the essential criteria for the role listed under the 'What you'll bring to the team' section of the job description and shortlisting questions.

To opt into this scheme, please enter 'yes' in the appropriate question on the application form.

Please note that in recruitment campaigns with a high volume of candidates opting into the scheme, interview offers will be made only to those who best meet the essential criteria and provide the strongest responses to the shortlisting questions.

We are unable to offer individual feedback at the shortlisting stage.

Privacy and Safeguarding:

At Teenage Cancer Trust we take our commitment to safeguarding seriously and work to protect and promote the rights of the young people who we support. Our safeguarding responsibilities extend to the children and adults who work to support the charity, who we also have a duty of care to protect. Safeguarding is at the forefront of each activity we carry out. In line with our approach, this role is subject to a DBS check (Disclosure and Barring Service).

For information on how we collect, store and process personal data please refer to our privacy policy: https://www.teenagecancertrust.org/about-us/privacy-policy.

We anonymise applications until interview stage to ensure an equitable hiring process. We understand that some applicants may choose to use AI tools such as ChatGPT to support their application. If you do, please make sure your responses reflect your own voice, experience and motivation for joining us.

We're looking to get to know you, so the strongest applications are those that are authentic, personal and demonstrate your unique skills, experience, and knowledge. Relying heavily on AI-generated content can sometimes overlook key requirements in the job description and may reduce how effectively your application comes across.