Supporter Experience & Engagement Lead

The Salvation Army UK and Ireland Territory; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Salvation Army UK and Ireland Territory in London is seeking a Supporter Services Engagement Coordinator to deliver an excellent supporter experience by coordinating communications, monitoring service levels and supporting key operational processes, including donations.

You will act as a vital link between supporters and the organisation, helping keep work moving and adapt to changing demand, while ensuring accuracy and confidentiality across gifts, regular giving and Gift Aid.

Qualifications

• Strong organisational skills and the ability to manage competing priorities.
• Excellent communication skills, with the confidence to engage effectively with supporters and colleagues.
• A strong attention to detail, particularly when handling donations, regular giving and supporter data.

Responsibilities

• Deliver a high-quality supporter experience, ensuring enquiries are handled professionally, accurately and within agreed service standards.
• Coordinate supporter communications across telephone, email and written correspondence, ensuring every interaction is warm, engaging and responsive.
• Support the administration and processing of donations, regular giving, Gift Aid and other fundraising activity, maintaining accuracy and confidentiality.
• Build positive supporter relationships, respond to enquiries, resolve issues and ensure supporters feel valued and appreciated.
• Monitor service levels and workload trends, helping the team respond effectively to changing demands.
• Work collaboratively with colleagues across the Fundraising Department and wider organisation.
• Help improve processes to enhance efficiency and supporter service.
• Support the smooth running of operational activities and contribute to the achievement of team objectives.

Skills

Organisational skills

Communication skills

Attention to detail

Collaborative approach

Continuous improvement mindset

Supporter care

Job description

The Salvation Army UK and Ireland Territory in London is seeking a Supporter Services Engagement Coordinator to deliver an excellent supporter experience by coordinating communications, monitoring service levels and supporting key operational processes, including donations.

You will act as a vital link between supporters and the organisation, helping keep work moving and adapt to changing demand, while ensuring accuracy and confidentiality across gifts, regular giving and Gift Aid.