Supporter Services and Data Officer

Franklin Bates Limited; Woking; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

26 days holiday

Pension matched at 5%

Flexible start times

Free parking

Job summary

Franklin Bates Limited is recruiting a Supporter Services & Data Officer on a 12-month maternity cover basis. You will be the main contact for walkers and fundraisers, handling registrations, enquiries and data management with a focus on delivering an excellent supporter experience.

You’ll join a close-knit team in Woking, using Excel for data analysis and reporting, while maintaining accurate records within the CRM.

Qualifications

• Excellent customer service skills – confident handling telephone and email enquiries, with patience and empathy.
• Strong data handling abilities and experience with spreadsheets and reporting.
• Experience maintaining accurate records in a CRM/database environment.

Responsibilities

• Respond to telephone and email enquiries from walkers, fundraisers and volunteers with a warm, professional service.
• Assist with event registrations, fundraising questions and general enquiries.
• Maintain supporter data in the charity's CRM and generate reports as needed.
• Support preparation and distribution of event packs and communications.
• Collaborate with colleagues to ensure day-to-day activities run smoothly.

Skills

Customer service

Excel

Database management

Communication

Organisational skills

Tools

CRM systems

Pivot tables

Data cleansing

Job description

26 days' holiday | 5% matched pension | flexible start and finish times | free parking

Are you a natural people person who enjoys helping others, solving problems and being part of a close-knit team?

Franklin Bates is working with an established breast cancer charity to recruit a Supporter Services & Data Officer on an initial 12-month maternity cover contract, with the potential for a permanent opportunity beyond this.

This is a fantastic opportunity for someone who enjoys working with people, has a positive, approachable personality and is equally comfortable getting stuck into spreadsheets and databases when needed.

You will be joining a small, friendly and long-established team of around 15 people, all working together from their Woking office to support fundraising events that make a genuine difference.

Above all, we are looking for someone who enjoys interacting with people. Someone who is happy picking up the phone, answering questions, finding solutions and making sure every supporter has a positive experience.

What you will be doing

The main focus of this role is supporter services and customer care.

You will be a key point of contact for people taking part in the charity's fundraising walking events, helping them with everything from event registrations and practical enquiries to resolving problems along the way.

Your responsibilities will include:

• Responding to telephone and email enquiries from walkers, fundraisers and volunteers, providing a warm, helpful and professional service.
• Supporting participants with event registrations, fundraising questions, event information and general enquiries.
• Resolving day-to-day issues, whether that's a missing event pack, an incorrect T-shirt size or a question about event arrangements.
• Building positive relationships with supporters and ensuring they feel informed, valued and well looked after.
• Maintaining accurate supporter information within the charity's database and CRM systems.
• Using Excel to extract, organise and analyse supporter data, including producing reports, selections and summaries for colleagues.
• Assisting with data imports, cleansing and general database administration.
• Supporting the preparation and distribution of event packs, supporter communications and other event materials.
• Working closely with colleagues across the organisation to keep day-to-day activities running smoothly.

This is a varied position where no two days will be quite the same, and you will have the opportunity to see the impact of your work through the charity's fundraising events.

What we are looking for

Personality and attitude are particularly important for this opportunity.

You will be working within a small, sociable team in an open-plan office, so we are looking for someone who genuinely enjoys being around others, contributes positively to the working environment and is happy to lend a hand wherever needed.

You will bring:

• A warm, friendly and engaging personality – someone who enjoys conversations, gets along easily with others and takes genuine satisfaction from helping people.
• Excellent customer service skills – confident handling telephone and email enquiries, with patience, empathy and a problem-solving approach.
• Strong Excel skills – comfortable managing spreadsheets, working with data and using functions such as pivot tables.
• Database experience – confident maintaining records, extracting information and learning new systems.
• Good technical confidence – able to pick up new software and navigate systems without needing extensive guidance.
• Excellent organisation and attention to detail – able to manage multiple enquiries and administrative responsibilities accurately.
• A flexible, hands-on approach – happy to adapt to changing priorities and get involved in whatever needs doing.
• A genuine team-player mentality – someone who will enjoy contributing to a collaborative, established team.

You don't necessarily need a background in the charity sector. Experience in customer service, administration, supporter care, events or similar people-focused environments could all be relevant.

What is most important is finding someone with the right combination of interpersonal skills, technical confidence and a positive attitude.

What you will get in return

• Salary of £30,000–£32,000, depending on experience.
• 12-month fixed-term contract, with the possibility of a permanent position beyond the initial term.
• 26 days' annual leave.
• Flexible working hours, with start times between 8am and 10am and finish times generally between 4:30pm and 6pm, subject to agreed working hours.
• Free on-site parking.
• A welcoming, sociable team and a friendly open-plan office environment.
• The opportunity to work for a purpose-driven organisation making a meaningful difference.

Location: Woking, Surrey – office-based, five days per week.

Start Date: As soon as possible.

The interview process will be a one face-to-face meeting at the Woking office, including a practical Excel exercise.

If you are personable, organised, confident with systems and enjoy being part of a team where people genuinely know and support one another, we would love to hear from you.