Supporter Experience Executive FTC

The Air Ambulance Service; Rugby; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Enhanced annual leave

Annual leave purchase options

Core hours 10:00–15:00

Enhanced sick pay

Life assurance

Blue Light Card eligibility

Employee Assistance Programme

EDI networks participation

Job summary

The Air Ambulance Service in Rugby is seeking a Supporter Experience Executive for a 3-month fixed-term period. This role blends administrative duties with frontline customer service to engage supporters across multiple channels and nurture meaningful connections.

You will be the first point of contact for supporters, handling enquiries, recording interactions, and guiding people through our supporter journeys while meeting deadlines and upholding data standards.

Qualifications

• Customer service experience across multiple channels.
• Familiar with Microsoft 365 tools.
• Understanding of data protection principles.

Responsibilities

• Respond to supporter enquiries across email, live chat and phone, meeting SLAs.
• Record and maintain supporter interactions using the internal contact system.
• Process new supporters and welcome them onto the appropriate journey.
• Ensure timely follow‑ups of letters and fundraising material requests.

Skills

Customer service

Multichannel comms

Microsoft 365

Data protection

Job description

Join Our Lifesaving Team

Supporter Experience Executive

Location:Rugby, CV21 3RQ

Hours:Full time, 37.5 hpw

Are you passionate about delivering exceptional customer service and creating meaningful connections? Join our vibrant Supporter Experience Team and play a vital role at the heart of our charity, helping to create outstanding experiences for the people who make our work possible.

This exciting 3-month fixed-term opportunity is perfect for someone who thrives in a fast-paced, people-focused environment and enjoys combining administrative skills with strong communication expertise. You'll be the first point of contact for our valued supporters, managing enquiries across multiple channels, building positive relationships, and ensuring every interaction leaves a lasting impression

What We Offer:

• Enhanced annual leave, with even more added as your service grows
• Additional annual leave purchase options
• Core working hours 10:00am – 15:00 pm
• Enhanced sick pay
• Life assurance
• Blue Light Card eligibility and access to generous discount schemes
• A supportive, purpose-driven team
• Access to our comprehensive Employee Assistance Programme
• As part of our commitment to equality, diversity and inclusion, our people are encouraged to get involved in our internal EDI networks, which provide opportunities to connect, share experiences and help to shape a more inclusive workplace.

What You’ll Be Doing:

• Respond to supporter enquiries professionally and efficiently across multiple channels,including email, live chat, and phone, ensuring all SLAs are met.
• Accurately record and maintain supporter interactions using the internal contact system;including general enquiries, complaints, and compliments, ensuring all enquiries arepromptly assigned to the appropriate stakeholders.
• Ensure new supporters are processed and welcomed in a timely manner and placed onto themost relevant journey.
• Ensure timely fulfilment of thank you letters, fundraising material requests, and supporterjourney communications, meeting all agreed SLAs.

What We’re Looking For:

• Must beimmediatley available
• Customer service experience through multiple communication channels, including face to face, live chat and phone.
• Experience of using Microsoft 365 suite
• Knowledge of customer/supporter service principles and practices
• Comfortable working in a fast paced, changing, dynamic environment
• Knowledge of data protection principles
• Ability to showcase good personal & professional organisation

What’s In It For You:

At TAAS, you’ll be part of a passionate and committed charity that’s making a real difference every day. We value professionalism, compassion and teamwork — and we’re proud of our inclusive, supportive culture.

Whether it’s supporting emergency services from behind the scenes or helping shape the future of our leadership, you’ll play a crucial role in helping us save lives.

The Air Ambulance Service isn’t just a place to work; it’s a place to build a meaningful career.

Compliance Responsibilities

In addition to specific compliance requirements within your area of expertise, you also hold responsibility in your specialism for:

• Health & Safety and Environment
• Safeguarding
• Data Protection
• Equality, Diversity, and Inclusion
• Quality

You are expected and encouraged to raise and escalat appropriately any potential breaches or areas for improvement regarding the above.

The role is subject to a BasicDBScheck.

Environment

TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice.

As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people.