Supporter Services Officer

The Norfolk Hospice; Hillington; On-site; GBP 21,000 - 27,000; Full time

Job summary

The Norfolk Hospice is seeking a motivated Supporter Services Officer to join the Support Services Team at Tapping House, Hillington. You will be the first point of contact, handling calls and directing inquiries, and you will manage donor communications and stewardship with a proactive telephone approach.

This role requires independent work and team collaboration in a busy office, with responsibility for administrative and communications tasks to support fundraising and marketing.

Qualifications

• Experience in customer-facing roles is desirable.
• Excellent communication and interpersonal skills.
• Proficient with basic office software and CRM systems.

Responsibilities

• Be the first point of contact for the organisation, answering calls and directing to the appropriate staff member.
• Manage donor communication and stewardship to ensure supporters feel valued.
• Proactively engage supporters by telephone to foster relationships.
• Perform administrative tasks to support fundraising and marketing teams.
• Work both independently and as part of a team in a busy office environment.

Skills

Customer service

Phone support

Job description

Location: Tapping House, Wheatfields, Hillington, Norfolk, PE31 6BH.
Hours of work: 37.5 hours per week (Monday to Friday) Due to the nature of therole, working time often includes including evening, weekends and bank holidays. Tapping House operate a toil policy.
Annual Leave: 25 days increasing to 27 after 5 years’ service and 29 after 9 years’ service + 8 days in lieu of public holidays (FTE)

Closing Date: Sunday 15th November 2026

If you have any queries please email [e-mail]

As the Supporter Services Officer, you will be a key member of the team, responsible for providing exceptional customer service. You will work as part of the Support Services Team to deliver high-quality administrative support to the organisation, providing an effective and accurate service that will meet the needs and demands of the various functions within Tapping House. The role requires you to be the first point of contact for the organisation including, answering calls and directing to the appropriate staff member.

You will manage the processes associated with excellent donor communication and stewardship – ensuring every supporter is valued. You will also undertake proactive supporter telephone engagement. In this busy and varied role, you will complete a range of administrative and communication tasks to support the fundraising and marketing teams.

You will be expected to work independently and as part of a team and in a busy face paced office environment.