Supporter Experience Coordinator

People First; Greater London; Hybrid; GBP 27,000 - 33,000; Part time

Benefits offered by this job

Annual leave 25 days

Flexible bank holidays

Carer/Compassionate leave

Parental leave

Volunteering leave

Health cashback plan

Life assurance

Discount scheme

Flexible working

Job summary

Teenage Cancer Trust in London is seeking a Supporter Experience Coordinator on a 9-month fixed term contract. The role is hybrid with 1 day per week in the London office, 35 hours per week, and offers a salary of £30,119 per annum.

You will be the first point of contact for supporters, handling email, phone and live chat, processing donations, maintaining records and supporting fundraising campaigns. A warm, organised, and responsive service is essential to meet our high standards.

Qualifications

• Warm, responsive service across email, phone and live chat.
• Ability to manage enquiries and complaints with care.
• Support fundraising campaigns and events, process donations and thank donors.
• Maintain accurate supporter records reflecting high standards.
• Solutions-focused with strong organisation and time management.

Responsibilities

• Be the first point of contact for supporters via email, phone and live chat.
• Manage enquiries and complaints with a focus on high-quality service.
• Support fundraising campaigns and events and process donations.
• Maintain accurate records of supporters and communications.
• Ensure interactions reflect Teenage Cancer Trust standards.

Skills

Customer service

Communication

Organisation

Time management

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: theoptionto swap five UK public holidays (except 25 th , 26 th December,and 1 st 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 ifyou’reunable 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 descriptionand shortlisting questions.

To opt into this scheme, please enter ‘yes’in theappropriate questionon the application form.

Please notethatin 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.

W e 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 extendto the children and adults who work to support the charity, who we also have a duty of care to protect.Safeguarding isat the forefront of each activity we carry out.In line with our approach, this role issubject 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’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.

Supporter Experience Coordinator - 9 months FTC.pdf