Supporter Experience Specialist

Hollybank Trustees Ltd; Eccles; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

North West Air Ambulance Charity is hiring a Supporter Experience Specialist to join our team. This 35-hour-per-week, permanent role operates across Knowsley and Barton bases with a hybrid working approach.

You will be the main contact for supporters and volunteers, delivering an outstanding experience at every stage of their journey. You will respond to enquiries via phone, email, post, and online channels, process donations, maintain supporter data, and help coordinate fundraising activities

Qualifications

• Experience in a busy customer/support environment.
• Excellent communication and empathy in interactions.
• Proficient with databases or CRM systems and attention to detail.

Responsibilities

• Respond to supporter enquiries across phone, email, post and online channels.
• Process donations and maintain accurate supporter information.
• Help coordinate fundraising activity and support volunteers.
• Assist in managing fundraising stock and contribute to process improvements of supporter journeys.
• Take ownership of small projects and campaigns and use feedback to improve communications.
• Work as part of a hybrid team across Knowsley & Barton bases.

Skills

Excellent communication

Empathetic approach

Organised

Attention to detail

Customer service experience

Team player

Proactive problem solving

Tools

CRM systems

Job description

Hours: 35 hours per week (agile working from 7.00am - 7.00pm)

Contract: Permanent

Are you passionate about delivering brilliant customer service and making every interaction count? Do you enjoy building relationships, solving problems and creating a positive experience for the people you support?

We’re looking for a Supporter Experience Specialist to join our team, working 35 hours per week across our Knowsley and Barton bases as part of our hybrid working approach.

As a Supporter Experience Specialist, you’ll be one of the key points of contact for our supporters and volunteers, helping us deliver an excellent and consistent experience at every stage of their journey with North West Air Ambulance Charity. You’ll help strengthen relationships, build loyalty and ensure every interaction is handled with care, professionalism and empathy.

This is a varied role where no two days will be quite the same. You’ll respond to supporter enquiries across phone, email, post and online channels, process donations, maintain accurate supporter information and help coordinate fundraising activity. You’ll also support our volunteers, help manage fundraising stock and play a part in continuously improving the way we look after our supporters.

There’s also the opportunity to take ownership of smaller projects and process improvements, support campaigns such as our annual Thankathon, and use supporter feedback to help us make our communications and supporter journeys even better.

We’re looking for someone who:

• Has experience in a busy customer, supporter or service-focused environment
• Is a brilliant communicator with a warm, empathetic and professional approach
• Is organised and able to manage competing priorities and deadlines
• Has experience using databases or CRM systems and takes pride in accuracy and attention to detail
• Is confident handling enquiries and resolving problems
• Enjoys taking ownership and looking for ways to improve how things are done
• Is proactive, adaptable and a great team player
• Most importantly, is passionate about providing an outstanding experience for our supporters

The role would particularly suit someone who combines excellent people skills with strong administration and attention to detail, and who enjoys taking initiative rather than simply following a process.

If you’d love to play a key role in making sure our supporters feel valued, heard and connected to our lifesaving work, we’d love to hear from you!

Location: Hybrid – Knowsley & Barton

Hours: 35 hours per week

Contract: Permanent

Ready to help us create an exceptional supporter experience?