Supporter Care Officer

Supporter Care Officer

Job Type: Permanent

Location: Katharine House Business Centre, Stafford

Salary: £ 20,000 per annum (Actual pro rata)

£ 25,000 per annum (Full Time Equivalent)

Hours: 30 Hours per week.

Closing date: 30 October 2025– however may close earlier if over

subscribed

First stage telephone interview: 6 November 2025

Second stage face to face interview: 12 November 2025

About us

We are Katharine House Hospice, and we're dedicated to providing compassionate care to people in our community affected by progressive illnesses. Everyone here plays an integral role in making this possible.

We value people – so much so, it's one of our three key values as a charity.

We believe that our people are the heart of everything we do. We are dedicated to creating an inclusive environment where every individual feels valued, supported, and empowered to thrive. We are seeking passionate individuals who share our values of People, Innovation and Excellence. If this sounds like you, then please get in touch.

What we offer

· Flexible working

Flexibility on hours and days available

· Annual leave

33 days per annum, which includes bank holidays (pro rata for part time), increasing after five and 10 years' service.

· Pension scheme

We match contributions up to 7% to a NEST scheme. If you're currently contributing to the NHS pension scheme you can continue to do so.

· Death in service benefit

Reassurance should the worst happen. 2 x salary to your family.

· Employee assistance programme

Providing support for your wellbeing.

· Training and development opportunities

Continuous learning and professional growth.

· Occupational sick pay

Support during times of illness.

· Healthcare cash benefit plan

Contributory plan to help cover health-related expenses.

· Free on-site parking

Purpose and impact

The Supporter Care Officer plays a key role in delivering a warm, professional, and responsive experience for all supporters. Acting as first point of contact for enquiries, the role ensures that donors, fundraisers, and volunteers receive excellent service and timely support. By coordinating fundraising materials, merchandise, and volunteer activity, the post-holder enables smooth delivery of campaigns and events.

In addition, the role contributes to effective donor stewardship by producing thank-you communications, making follow-up calls, and supporting opportunities for deeper engagement. By combining strong administrative support with excellent supporter care, the Supporter Care Officer helps maintain donor loyalty, supports income growth, and upholds the Hospice's reputation for compassion.

Part of the team

Reporting to the Head of Fundraising, the Supporter Care Officer works closely with the Fundraising Income & Data Officers, as well as fundraisers, volunteers, and the wider Hospice team. The role is supporter-facing and central to day-to-day fundraising activity, ensuring that enquiries are handled professionally and that fundraisers are equipped with the tools and materials they need. The post-holder contributes to a collaborative and compassionate team culture, supporting both operational efficiency and donor engagement.

Core Responsibilities

· Respond to supporter enquiries via phone, email, and in person, providing a warm and professional service.

· Support donor stewardship by producing thank-you letters, certificates, and other personalised communications

· Make Gift Aid follow-up calls to donors where required, ensuring compliance and maximising income

· Make stewardship calls to supporters to thank them, check in, and offer further engagement opportunities.

· Assist fundraisers with ordering and preparing materials, merchandise, and event supplies

· Organise and coordinate collection tins, buckets, and other fundraising resources.

· Proactively ask donors for support and encourage further involvement

· Organise talks and cheque presentations to ensure fundraisers and volunteers are fully supported.

· Maintain stock levels of fundraising materials and ensure timely distribution.

· Make basic updates to the website, such as event listings or supporter stories.

· Design simple assets such as posters, thank-you cards, and flyers using templates or design tools e.g. Canva (training to be provided).

· Design and send fundraising email communications to supporters (e.g. MailChimp)

· Provide general office support.

· Accurate and timely data entry and record keeping.

· Assist with logging and coding donations, pledges, and supporter interactions in the CRM

· Support the processing of online and offline donations when required

· Provide cover and support across the Fundraising Operations Officer and Digital Fundraising Operations roles as needed.

· Coordinate a small team of volunteers to support administration and fundraising activity

· Work collaboratively with colleagues to ensure continuity of service improvement and shared goals.

· Contribute to a positive and flexible team culture, supporting continuous improvement and shared goals.

· Ensure all supporter data is handled in line with GDPR and internal data protection policies

· Complete relevant training and stay informed on compliance requirements.

· Adhere to the Fundraising Regulator's Code of Conduct, ensuring all fundraising activities are compliant, ethical, and supporter focused.

· Attend occasional events or meetings, some of which may be outside of office hours.

· Remain flexible to evolving responsibilities based on organisation needs.

· Provide cover and support to Fundraising Income & Data Officers when necessary.

Show willingness to:

· Provide a warm, professional, and responsive service to supporters across multiple channels

· Support colleagues across fundraising and operations, adapting to changing priorities and needs.

· Take initiative in maintaining office and fundraising stock, preparing materials, and supporting events.

· Learn and apply processes related to Gift Aid, CRM usage, and data protection.

· Attend occasional events or meetings outside of standard working hours when required.

Need to have:

· Proven customer liaison experience, with the ability to handle enquiries, resolve issues, and build positive relationships.

· Experience in administrative support, ideally within a fundraising or customer service environment

· Excellent interpersonal and communication skills, with a confident and friendly manner.

· Digital literacy with competence in Microsoft Office and CRM systems, plus a willingness to learn and adopt new and emerging apps/software (e.g. Canva, online fundraising tools, collaboration platforms). (Training will be provided)

· Appetite for exploring and applying new technology to improve processes, supporter engagement, and team efficiency.

· Basic understanding of Gift Aid and data protection principles.

Need to demonstrate:

· Commitment to the Hospice's values and mission, with a supporter-focused mindset.

· A proactive and flexible approach to problem-solving and team support.

· Reliability and professionalism when handling sensitive supporter and financial information.

· Ability to work independently and as part of a team, showing initiative and accountability

· A positive attitude towards continuous improvement and learning.

· Respect and appreciation for volunteers and their contributions.

Join us and make a difference

If you're passionate about people and want to contribute to a mission that matters, we'd love to hear from you. Apply now and help us continue to provide exceptional care and support to those who need it most.

If you'd like to know more about this role, without commitment, please contact the HR department on

The closing date is 30 October 2025, however we may close this advert earlier, subject to response rates.

If you require any reasonable adjustment to participate in this process, please do not hesitate to contact HR on the number above.

How to apply

To the link below to submit an application via indeed.

SUPPORTER CARE OFFICER

Purpose and impact

The Supporter Care Officer plays a key role in delivering a warm, professional, and responsive experience for all supporters. Acting as first point of contact for enquiries, the role ensures that donors, fundraisers, and volunteers receive excellent service and timely support. By coordinating fundraising materials, merchandise, and volunteer activity, the post-holder enables smooth delivery of campaigns and events.

In addition, the role contributes to effective donor stewardship by producing thank-you communications, making follow-up calls, and supporting opportunities for deeper engagement. By combining strong administrative support with excellent supporter care, the Supporter Care Officer helps maintain donor loyalty, supports income growth, and upholds the Hospice's reputation for compassion.

Part of the team

Reporting to the Head of Fundraising, the Supporter Care Officer works closely with the Fundraising Income & Data Officers, as well as fundraisers, volunteers, and the wider Hospice team. The role is supporter-facing and central to day-to-day fundraising activity, ensuring that enquiries are handled professionally and that fundraisers are equipped with the tools and materials they need. The post-holder contributes to a collaborative and compassionate team culture, supporting both operational efficiency and donor engagement.

Core Responsibilities

Key Area

Responsibilities & Outputs

Supporter Enquiries & Stewardship

Respond to supporter enquiries via phone, email, and in person, providing a warm and professional service.

Support donor stewardship by producing thank-you letters, certificates, and other personalised communications.

Make Gift Aid follow-up calls to donors where required, ensuring compliance and maximising income.

Make stewardship calls to supporters to thank them, check in, and offer further engagement opportunities.

Fundraiser Support

Assist fundraisers with ordering and preparing materials, merchandise, and event supplies.

Organise and coordinate collection tins, buckets, and other fundraising resources.

Proactively ask donors for support and encourage further involvement.

Organise talks and cheque presentations to ensure fundraisers and volunteers are fully supported.

Maintain stock levels of fundraising materials and ensure timely distribution.

Make basic updates to the website, such as event listings or supporter stories.

Design simple assets such as posters, thank-you cards, and flyers using templates or design tools e.g. Canva (training to be provided).

Design and send fundraising email communications to supporters (e.g. MailChimp)

Administrative Support

Provide general office support.

Accurate and timely data entry and record keeping.

Assist with logging and coding donations, pledges, and supporter interactions in the CRM.

Support the processing of online and offline donations when required.

Team Resilience & Collaboration

Provide cover and support to the Fundraising and Income Data Officers as needed.

Coordinate a small team of volunteers to support administration and fundraising activity.

Work collaboratively with colleagues to ensure continuity of service improvement and shared goals.

Contribute to a positive and flexible team culture, supporting continuous improvement and shared goals.

Compliance & Data Protection

Ensure all supporter data is handled in line with GDPR and internal data protection policies.

Complete relevant training and stay informed on compliance requirements.

Adhere to the Fundraising Regulator's Code of Conduct, ensuring all fundraising activities are compliant, ethical, and supporter focused.

Other

Attend occasional events or meetings, some of which may be outside of office hours.

Remain flexible to evolving responsibilities based on organisation needs.

Job Types: Part-time, Permanent

Pay: £20,000.00 per year

Expected hours: 30 per week

Benefits:

• Additional leave
• Bereavement leave
• Company pension
• Employee discount
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay

Application question(s):

• Do you have Fundraising experience?
• Do you have proven customer liaison experience?

Work Location: In person