Supporter care operations officer

Kidney Research UK; Peterborough; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Flexible working

Hybrid working

Pension scheme

Annual leave 26 days + bank holidays

Death in service

Employee assistance programme

Bike loan

Cycle2work scheme

Eye care

Learning and development

Discount portal

Interest free loan

Job summary

Kidney Research UK is seeking a Supporter care operations officer to join the Peterborough office with hybrid working. The role focuses on Gift Aid validation, donations processing, and supporter queries, ensuring accurate financial processes and excellent supporter experience.

You will use Microsoft Office and Excel, handle direct debit administration, and contribute to efficient operations across Supporter Care and Finance teams. Closing date and interviews follow standard charity procedures.

Qualifications

• Experience in a customer services role with strong administration and telephone skills.
• Experience interacting with customers through social media channels.
• Competent in Microsoft Office and at an intermediate level in Microsoft Excel.
• Ability to reconcile differences in figures for Gift Aid validation, monthly reporting, and other tasks.

Responsibilities

• Gift Aid validation, reporting and monthly reconciliation.
• Direct debit administration and donation processing.
• Responding to supporter inquiries and providing excellent supporter care.
• Support day-to-day operations of Supporter Care and Finance teams and improve ways of working.

Skills

Customer service

Administration

Telephone skills

Social media

Tools

Microsoft Office

Microsoft Excel

Job description

Supporter care operations officer

Salary £26,500 - £29,000 Depending On Experience

Full time: 37.5 hours per week (Monday to Friday)

Be a part of an energetic and vibrant team who are driven by the desire to improve the lives of people living with kidney disease. Our vision is the day when everyone lives free from kidney disease.

Contracted to our Peterborough office with the flexibility for hybrid working

As a supporter care operations officer, you will play a key role in supporting the day-to-day operations of the Supporter Care and Finance teams, helping to deliver an excellent experience for our supporters. The role combines operational administration, financial processes and supporter care, with responsibilities including Gift Aid validation, reporting, direct debit administration, donation processing and responding to supporter enquiries. You will ensure processes are completed accurately and efficiently, while identifying opportunities to improve ways of working and enhance the supporter journey.

With experience of working in a customer services role, with strong administration and telephone skills, you will be able to plan and prioritise tasks effectively. You will also have experience interacting with customers through social media channels.

In addition, you will be competent in Microsoft Office products and be at intermediate level in Microsoft Excel. The ability to reconcile differences in figures is important for the Gift Aid validation, monthly reporting, and other tasks within your area of responsibility.

We are committed to providing equal opportunities for everyone and encourage applications from all sections of the community.

Closing date: Thursday 17 September 2026

Telephone interviews will be held week commencing 21 September 2026 and interviews will be held in our Peterborough office week commencing 28 September 2026

Department

Customer Services / Supporter Care

Contract type

Permanent

Hours

Full Time: 37.5 hours per week

Salary

£26,500 - £29,000 depending on experience

Benefits

• LOCATION
• Our main office is set in the city centre, a short walk from the bus and train station, with direct services from Cambridge, Norwich, Birmingham, Leicester, Leeds, Liverpool, York, Newcastle and Edinburgh. London King’s Cross is just 45 minutes away. The building is adjacent to the A15, just a few minutes from the A1 and direct connections to the national road network. Cyclists also benefit from Peterborough’s Green Wheel, a network of routes in and around the city, providing safe links to all areas.
• FLEXIBLE WORKING Flexible working hours with start and finish times around core hours of 9.30 – 4.30.
• ANNUAL LEAVE All full time employees start with paid bank holidays plus another 26 days holiday, increasing with every year of service to a maximum of 31. This is calculated on a pro rata basis for part time employees. Employees have the option to "buy" or “sell” up to one-week annual leave, in a pre-set window prior to the start of the holiday year
• PENSION The charity makes a generous contribution of 6% to a group pension plan. Employees will need to contribute a minimum of 2%, to meet the current pension regulations. All employees are enrolled in the pension scheme as soon as they join the charity, regardless of their salary levels, whether they are on a permanent or fixed‑term contract.
• PARENTAL LEAVE We comply fully with all legislation with relation to maternity, paternity, adoption and shared parental leave.
• SICK PAY Charity sickness benefit is available once an employee has worked with us for three months and equates to 2 weeks full pay, 2 weeks half pay in any rolling 52 week period. After one year’s service, this rises to 4 weeks full pay and 4 weeks half pay, and after two years to 8 weeks full pay and 8 weeks half pay.
• DEATH IN SERVICE Covers all employees after three months’ service, whether on permanent or fixed‑term contract, and pays four times salary in the event of death while employed. The cover is provided up to your 65th birthday or the state pensionable age, whichever is greater.
• EMPLOYEE ASSISTANCE PROGRAMME A confidential email or phone line available to all employees who need support, advice or counselling with respect to work and non-work related issues.
• BIKE LOAN SCHEME We offer an interest free loan for employees who wish to purchase a bicycle, whether for travel to and from work or to enter an event for the charity.
• CYCLE2WORK SCHEME Through a salary sacrifice scheme, we offer a tax efficient way of purchasing a bicycle, for travel to and from work, where the cost is paid over 12 months.
• EYECARE We offer to cover the cost for eye tests and help towards glasses where these are required for computer work (in line with legislation).
• LEARNING AND DEVELOPMENT We offer a variety of webinars and training courses so that employees can develop and reach their full potential. There are regular sessions for knowledge sharing across the charity and opportunities to get involved in events, research visits and volunteering activities.
• PRIVATE MEDICAL INSURANCE All staff can choose to opt in to the private medical insurance, arranged and paid for by the charity, which includes dental and optical cover. Staff can include their partner and / or children at their own expense
• DISCOUNT PORTAL All employees can take advantage of free access to discounted Cards and Vouchers for top retailers.
• INTEREST FREE LOAN We offer an interest free loan scheme for all staff. Employees can borrow up to £1,000, which will be deducted over a 12-month period from your net salary (similar to a season ticket loan), but without the need to specify what the loan is for.

Closing date for applications 17th September, 2026