Supporter Care Officer

Pancreatic Cancer UK; City Of London; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A prominent charitable organization is seeking a Supporter Care Officer in London to deliver exceptional support for its donors. The officer will ensure vital interactions are professional and aligned with organizational values, manage escalated queries, and maintain accurate donation records. Candidates should have proven experience in supporter care and excellent interpersonal skills. A commitment to the charity's mission is essential, along with knowledge of CRM systems.

Qualifications

• Experience in income processing within a charity environment is preferred.
• Ability to manage multiple tasks collaboratively.
• Strong understanding of data protection legislation.

Responsibilities

• Deliver exceptional supporter care as first contact.
• Support manager with process improvements and escalated queries.
• Maintain accurate records for financial reconciliation.

Skills

Proven experience in Supporter Care

Strong communication skills

Attention to detail

Confidence handling escalated interactions

Tools

CRM systems (ideally Raiser’s Edge)

Job description

Overview

Job Advert

Are you passionate about making a real difference in people’s lives and delivering an outstanding service? We’re excited to recruit for a Supporter Care Officer and you will join our collaborative and solutions focused Supporter Care team!

You will play a vital role in ensuring every supporter feels valued and appreciated and have a key part in enhancing the supporter experience and ensuring donations and data are handled with care and precision, contributing directly to the success of our life-saving work.

Some of the things you will be responsible for are:

• Delivering an exceptional supporter care service and you'll be the first point of contact for our supporters, ensuring every interaction is professional and aligned with our values.
• Supporting the Senior Supporter Care manager with fine-tuning processes, handle queries escalated to you, and drive onward improvement by meeting team performance goals and championing innovation.
• You will process gifts to maintain accurate records and financial reconciliation, your attention to detail will directly support our fundraising success.

About You

• Proven experience in Supporter Care and income processing, ideally within a charity environment, with confidence in handling sensitive or escalated supporter interactions.
• Strong working knowledge of CRM systems (ideally Raiser’s Edge), with a solid understanding of data accuracy, Gift Aid, and Data Protection legislation.
• Excellent communication and interpersonal skills, with a proactive, solutions-focused approach and the ability to manage multiple tasks while working collaboratively across teams.
• Team-oriented and values-driven, with a passion for delivering great supporter experiences, a positive attitude, and a commitment to continuous improvement.

About working for us

This is a fast-paced organisation that is committed to making a difference.

Being a part of our team is being part of a thriving, positive, dynamic, successful, and welcoming community that is making an impact. We will support you and develop you should you wish this, and you get the opportunity to be involved in activities outside the scope of your immediate role. We care about your health and well-being and your work-life balance, and you will feel that your contribution is valued and matters.

About us

We are Pancreatic Cancer UK. We go above and beyond for everyone affected by this disease.

Right now, half of people with pancreatic cancer die within three months of diagnosis. Families are left with only hope to hold onto. They need more. So we do more.

We bring more breakthroughs through research, more change through campaigning and more support through our expert nurses.

We make more noise because people have gone unheard. We are relentless because the disease is ruthless. We care more because people feel forgotten.

Because people with pancreatic cancer need more than hope.

Underpinning this vision are our three values:

• Courage
• Compassion
• Community

We cannot achieve our vision without employing people who are committed to our vision, strategy, and values.

Equality, Diversity, Inclusion & Belonging

At Pancreatic Cancer UK (PCUK) our ambition is to create an inclusive working environment that reflects the communities and audiences that we engage with and where everyone can be their true selves, where they feel respected, championed, heard, and supported. We want our workforce to achieve their potential, understand their contribution and feel proud of their impact by creating a culture and organisation that is genuinely inclusive by advancing equality, diversity, inclusion, and belonging through our policies and practices.

We believe diversity drives great outcomes by encouraging the different points of view that come from a diverse workforce. We want to hear from and engage with people whose experience of dealing with this disease may be very different depending on their individual circumstances and background. We can think of no better way to do this than by making sure this role fully represents our intent; therefore, we are especially keen to consider applications from suitable applicants who consider themselves to be in areas that appear underrepresented within the charity sector.

Safeguarding

PCUK is committed to safe and fair recruitment processes that safeguard and protect those we work with, support and serve. We make sure all our staff are selected, vetted (DBS/Criminal record checks where appropriate), trained, and supervised fairly and to a high standard so that they can provide safe, effective and compassionate care. Where we work with volunteers, we extend the same support in order to ensure that they are working within our ethos and standards.

Hybrid-working

Our London office is a place to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. We are currently working hybrid with a minimum of 2-3 days in the office. This is an office based role where you may be required to be in the office more frequently to attend activities and meetings depending on the needs of the role.

How to apply

• Please download the Job Description and Person Specification for full details of the role. If you have any questions about this role that we’ve not answered, please get in touch with Alex at [e-mail].
• To apply, please complete the online application form, setting out why you are interested in the role and how you meet the person specification criteria. This information will be used to select candidates for interviews. We\'re looking for candidates who can seamlessly integrate into the team and therefore, must meet all the essential criteria to be considered for this role.
• You will need to have the right to work in the UK as we are not able to provide sponsorship for this role.
• Interviews will be held in person at our office, on 1st and 2nd October. Our address is Queen Elizabeth House, 4 St Dunstan’s Hill, EC3R 8AD.
• Please note: If you have applied for this position since July 2025, we are unable to consider a further application at this time.

No agencies/sales call please – as a charity we work hard to keep our costs down and therefore will not be engaging agencies to support this recruitment.