Supporter Experience Executive

Helen and Douglas House; Oxford; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Helen and Douglas House is seeking a friendly and organized Supporter Experience Executive in Oxford. Hybrid working with 3 days in the office, permanent contract.

You will be the first point of contact for supporters across fundraising programmes, delivering outstanding care, stewardship and seamless journeys. You'll work with fundraising, marketing and data teams to strengthen loyalty and long-term support, handling enquiries, processing donations and supporting events with attention to detail

Qualifications

• Experience in customer service or supporter care is essential.
• Strong organisation and administrative skills are required.
• Empathy and ability to handle sensitive conversations with care are important.
• Proactive, solutions-focused approach with good IT skills.

Responsibilities

• Be the first point of contact for supporter enquiries via phone, email, and correspondence.
• Manage fundraising inboxes and ensure timely, high-quality responses.
• Deliver personalised thanking and stewardship activities for supporters.
• Support events such as hospice tours, open days and seasonal celebrations.
• Process donations, Gift Aid and supporter administration accurately.

Skills

Customer service

Organisation

Empathy

Communication

Attention to detail

IT skills

Teamwork

Proactive

Tools

Beacon CRM

Job description

Location: Oxford (Hybrid working, with 3 days per week in the office)

Contract: Permanent

Reporting to: Supporter Experience & Retention Manager

Be the voice that supporters remember

Every interaction matters.

We're looking for a friendly, organised and compassionate supporter experience executive to join our newly established Supporter Experience & Retention Team. This is an exciting opportunity to play a central role in ensuring every supporter receives an exceptional experience, whether they're making a donation, attending an event, asking for advice or sharing their story

As one of two Supporter Experience Executives, you'll be the first point of contact for supporters across our fundraising programmes, helping to deliver outstanding supporter care, meaningful stewardship and seamless supporter journeys. Working with colleagues across fundraising, marketing and data teams, you'll help strengthen supporter loyalty, engagement and long-term support.

What you’ll be doing

• Acting as the first point of contact for supporter enquiries via telephone, email and correspondence.
• Managing fundraising inboxes and ensuring supporters receive a high-quality and timely response.
• Delivering personalised thanking and stewardship activities that make supporters feel valued.
• Supporting the delivery of events including thank you events, hospice tours, open days and seasonal celebrations.
• Processing donations, Gift Aid and supporter administration accurately and efficiently.
• Maintaining supporter records and communication preferences within our CRM system.
• Supporting fundraising campaigns, appeals and stewardship programmes.
• Helping identify and deliver supporter journeys that enhance the supporter experience.

About you

You may already work in customer service, supporter care, fundraising administration or a supporter-facing role and be looking for an opportunity to make a real difference.

We're looking for someone who:

• Loves providing excellent customer or supporter service.
• Can communicate confidently and professionally with a wide range of people.
• Is empathetic and able to handle sensitive conversations with care.
• Has strong organisational and administrative skills.
• Enjoys working collaboratively while managing their own workload.
• Has excellent attention to detail and IT skills.
• Brings a positive, proactive and solutions-focused approach.

Although not essential, it would be great if you also have

• Experience in fundraising, supporter care or the charity sector.
• Experience using CRM databases such as Beacon.
• Experience of supporter stewardship and donor thanking.
• Knowledge of GDPR, supporter data management or fundraising regulations.

Why join us?

This is a fantastic opportunity to join a charity where supporter experience is at the heart of our fundraising strategy. You'll help shape a newly formed team, work alongside passionate colleagues and play a vital role in building lasting relationships with the people who make our work possible.

Proud member of the Disability Confident employer scheme