Supporter Care Officer

Brain Tumour Research; Milton Keynes; Hybride; GBP 23 000 - 29 000; Plein temps

Résumé du poste

Brain Tumour Research is seeking a Supporter Care Officer in Milton Keynes. The role focuses on thanking supporters across appeals and events, delivering exceptional care, and supporting income generation.

The post reports to the Supporter Experience Manager and requires hybrid working with in-office days on Tuesdays and Wednesdays. The successful candidate will manage communications via email, phone, and letters, maintain accurate CRM records, and ensure timely responses within the SLA.

Qualifications

• Demonstrable experience handling telephone enquiries from patients and bereaved supporters with empathy, sensitivity and professionalism.
• Excellent communication skills in written and verbal form.
• Experience using a CRM database and maintaining accurate records.
• High level experience with MS Office, especially Word and Excel.

Responsabilités

• Welcome new supporters to Brain Tumour Research and deliver excellent supporter care.
• Thank supporters for Appeals, Core Campaigns and National Events in a timely manner.
• Support income generation by stewarding supporters and identifying opportunities to donate.
• Maintain accurate supporter records on the CRM database and ensure GDPR compliance.
• Triage enquiries to relevant teams and ensure SLA targets are met.

Connaissances

Empathy in caller support

Customer service experience

MS Office

CRM database experience

Communication skills

Outils

MS Word

Excel

Mail merge

Description du poste

Milton Keynes, SouthEast MK1, United Kingdom

Full-time Permanent Entry Level

Posted 27 Oct 2026

Description

Job Title: Supporter Care Officer

Department: Income, Generation and Development

Location: Hybrid (Tuesdays and Wednesdays mandatory office days in Milton Keynes)

Reporting to: Supporter Experience Manager

Direct reports: None

Hours: Full Time - 35 hours per week

Contract: Permanent

Salary Range: Circa. £26,000

Role Purpose and Context:

One in three people in the UK knows someone affected by a brain tumour. This disease is indiscriminate; it can affect anyone at any age. What’s more, brain tumours continue to kill more children and adults under the age of 40 than any other cancer yet, to date, just 1% of the national spend on cancer research has been allocated to this devastating disease since records began in 2002.

Brain Tumour Research is determined to change this.

A powerful campaigning organisation, we are the leading voice of the brain tumour community. Unique and much needed, we are the only national charity focused on finding a cure for all types of brain tumours. Brain Tumour Research is campaigning to increase the national investment in research into brain tumours to £35 million per year, while fundraising to create a network of seven sustainable Brain Tumour Research Centres of Excellence across the UK.

Help fund the fight. Together we will find a cure.

The Supporter Care team sits within the Income Generation team and plays a crucial role in helping the charity meet its strategic plans and objectives, including fundraising to create a network of seven sustainable Brain Tumour Research Centres of Excellence across the UK.

Your role will bereporting to the Supporter Experience Manager and will be responsible for thanking supporters for all our Appeals, Core Campaigns and National Events. As first point of contact you will welcome new supporters to the charity and deliver excellent support care to existing supporters and maximise potential opportunities for income generation. You will support incoming and outgoing communication by email, phone, and letters for the Supporter Care team and across the organisation.

Strategic Responsibilities:

This role is responsible for achieving the following key areas, which support the delivery of the department's and organisation's objectives.

• Delivering the best possible experience when in contact with supporters


• Supports thanking supporters through key campaigns, events and appeals


• Proactively support income generation and the overall fundraising target through effective stewardship of supporters and identifying opportunities

Main Duties:

The list below is indicative rather than exhaustive but identifies the main day to day duties expected of this role. The postholder may be asked to undertake other duties commensurate with the level of the role, as deemed appropriate by the employer.

• Ensure telephone calls are answered with care and attention and accurately logged on to the CRM database. Making the caller feel valued and supported whist offering an empathetic and supportive service


• Lead on thanking supporters for all our Appeals, Core Campaigns and National Events; working with other teams to ensure that supporters are thanked in a timely manner


• Welcome new supporters to Brain Tumour Research and make a great first and lasting impression by email, phone and via the new donor welcome program


• Deliveringexceptionalstewardship thatdrivesincomegrowthfromexisting supporters and promotingadditionalfundraisingopportunitiesandrelevantproducts


• Buildingandmaintainingpositiverelationshipswithsupporters


• Ensuring supporter records are accurately maintained on the CRM database


• Triage enquiries to the relevant individuals and teams, providing detailed and accurate information


• Maintain accurate record keeping on the CRM database. Adhere to GDPR policies and procedures


• Ensure all Supporter Care team tasks are performed within the agreed timescales defined in the Service Level Agreement (SLA)


• Work with other teams within the charity in order to maximise best practice and drive supporter experience


• Undertake any other reasonable duties as required by the Supporter Experience Manager


• Comply with Brain Tumour Research’s internal policies as appropriate & ensure that all relevant charity and other legislation is complied with

Relevant Performance Measures: (KPIs or other relevant measures)

Again, this list is indicative rather than exhaustive.

• Key Performance Indicators


• Service Level Agreement Targets


• Telephone Reporting / call handling answer rate


• Income reports

Person Specification

We recognise that candidates may not meet every criterion. If you feel you are a strong fit for the role and our mission, we encourage you to apply.

Knowledge and Experience:

Demonstrable experience of handling telephone enquiries from patients and bereaved supporters with empathy, sensitivity and professionalism, providing compassionate support while maintaining appropriate boundaries, confidentiality and a calm, reassuring approach when dealing with emotionally challenging or distressing situations

(Essential, Documentary Evidence & Interview)

Proven & extensive customer service skills and background

(Essential, Documentary Evidence & Interview)

High level experience with MS Office, especially Word, Excel and mail merge

(Essential, Documentary Evidence & Interview)

Experience using a CRM database maintaining excellent record keeping with accuracy and consistency

(Essential, Documentary Evidence & Interview)

Experience of working in the charity sector

(Desirable - Documentary Evidence & Interview)

Skills and Abilities:

Ability to communicate clearly and professionally

(Essential, Documentary Evidence & Interview)

Excellent written and verbal communication skills, with the ability to communicate with a wide range of people

(Essential, Documentary Evidence & Interview)

Highly organised with excellent prioritisation skills and time management and attention to detail

(Essential, Documentary Evidence & Interview

Experience of Access Evo or equivalent CRM, working on SharePoint / Asana or other task management platforms

Personal Attributes and Values:

Our Organisational Values are Connecting, Courageous, Game Changing, Determined and Dependable. It is essential that every one in our team can align and embody the values within their daily working practice to ensure a good team fit and strong work ethic

(Essential - Tested at Interview – through questions and scenario-based enquiries)

Reliability, punctuality and a flexible approach to meeting the needs of the service

(Essential - Tested at Interview – through questions and scenario-based enquiries)

Able to proactively look out for opportunities to grow income

(Essential - Tested at Interview – through questions and scenario-based enquiries)

Review and Performance:

We are committed to the continuous review of all roles and to the development of our employees. The post holder will take part in a Performance Review on an annual basis in June/July supported by quarterly check ins (October, January and April). In addition to this all roles will on an annual basis be subject to a salary review.

Job Descriptions, will as a minimum, be subject to an annual review at the July Performance Review, but where appropriate can be reviewed outside of this timeframe, subject to role developments and requests from both employees and line managers.

Reference should be made to the current Employee Handbook for further information about how we do things and what is expected of Employees in their contracted employment.

Equal Opportunities and Inclusion:

Brain Tumour Research is committed to creating an inclusive workplace that celebrates diversity in all its forms. We actively encourage applications from people of all backgrounds, including those from Black, Asian, and minority ethnic communities; disabled people; LGBTQ+ individuals; and people from lower socioeconomic backgrounds. We believe that diverse teams make better decisions and deliver greater impact for the people we serve.

If you require any reasonable adjustments during the recruitment process, please contact our HR & Ops Manager at [e-mail] or call 01908 867200. We will do our best to accommodate your needs.

Right to Work:

Brain Tumour Research are only able to offer and maintain employment contracts with those who have the Right to work in the UK. Failure to have a Right to work in the UK will result in the removal of an employment contract.