Supporter Care Executive

Location: In line with contracts of employment all roles at Make-A-Wish are Reading based, however we operate a Hybrid working model and employees need to be comfortable travelling to Make-A Wish Reading on a daily basis or minimum of 3 days per week at their own expense. Hours: 37 hours per week Salary: £27,262.56 Contract Type: Permanent Campaign Closes: 12pm Friday 30th October 2026 Interviews:  11/12th November 2026                     On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis. As part of our Supporter Care Team, you will play a key role in delivering an excellent experience for Make-A-Wish stakeholders. In this busy and varied role, you will be responsible for handling and resolving a wide range of stakeholder enquiries, accurately processing income and data, and ensuring supporters are thanked and stewarded in a magical, timely and consistent way. You will also support the effective delivery of materials, fulfilment and wider administrative processes that enable the organisation to run smoothly. Essential Criteria • Experience of working in a customer service or supporter-facing role, handling a range of enquiries including some complex   or sensitive queries • Experience of processing and accurately inputting data, ideally in a CRM or fundraising database (Salesforce   experience desirable) • Experience of processing financial transactions or income, with an understanding of the importance of accuracy   and timeliness • Knowledge of Gift Aid and experience of recording declarations • Knowledge of or experience using online fundraising platforms (e.g. JustGiving, Enthuse) • Good organisational and time management skills, with the ability to manage multiple priorities in a fast-paced   environment • Strong written and verbal communication skills, able to adapt tone and approach for different audiences • Confident using IT systems including MS Office (Word, Excel, Outlook) • High level of accuracy and attention to detail • Ability to use initiative to solve problems within agreed processes, escalating when needed • Ability to work effectively as part of a team and build positive working relationships with colleagues across the   organisation   Desirable Criteria • Experience working or volunteering in a charity or not-for-profit organisation • Experience using Salesforce CRM • Experience supporting income reconciliation or financial processes • Knowledge of data protection principles and GDPR when handling personal and financial data    Skills, knowledge and behaviours required for this role  • Professional, empathetic and approachable manner when communicating with stakeholders • Flexible and open to change, with a positive and proactive approach • Demonstrates Make-A-Wish values — Be Magical, Be Inclusive and Be Inspiring — and is committed to acting as part of a team • Actively listens to and respects different perspectives, embedding the principles of Equality, Diversity and Inclusion within the role • Guided by the needs of the wish child in all decisions and actions • Willing to support colleagues and organisational priorities as needed (for example, answering phones during   busy periods or supporting cross-organisational activities) Stakeholder care and stewardship • Be the first point of contact for a wide range of stakeholder groups (supporters, volunteers, wish families and the public) via phone, post, email, social media and shared inboxes • Handle more complex enquiries and complaints, providing timely, professional and values-led responses, and escalating where needed • Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement • Ensure all stakeholders are thanked for their contributions in a courteous and sensitive manner, with a focus on surprise and delight, or pass to the relevant team to acknowledge where appropriate • Monitor and respond to incoming queries on social media channels, resolving or signposting in line with agreed timescales and tone of voice   Income processing and data management • Process and code all fundraising income from multiple sources into the fundraising database (Salesforce), ensuring accuracy and timeliness, and meeting all legal requirements • Investigate and resolve income coding queries, including re-coding and reconciliation problem-solving • Support the income reconciliation process with the Finance team, ensuring accurate allocation and reporting • Maximise Gift Aid claims, ensuring declarations are recorded accurately and following up on missing or   incomplete information • Onboard and process donor and other stakeholder data from a wide range of external sources, ensuring secure   transfer and compliance with data protection regulations • Maintain accurate and consistent stakeholder records on the database, including contact details, mailing preferences and Gift Aid declarations • Support the processing, coding and import of online registrations and fundraising pages from external platforms   Operational and administrative support • Manage and co-ordinate fulfilment processes (internal and via agencies), including welcome packs, cancelled donor processes and ad-hoc campaigns • Support stock control and ordering of materials used by the team • Work collaboratively across the team, providing flexible support and cover for colleagues where required to ensure continuity of service and effective delivery of team objectives. • Support the opening, logging and allocation of all incoming mail received at the office, including post, letters, parcels, courier deliveries and other correspondence • Provide wider administrative, data, office and building support to the organisation as required, helping to ensure the smooth and efficient running of office operations and facilities. As a Make-A-Wish colleague, you will also need to: • Actively support our wishgranting through voluntary activity to support Make-A-Wish. We encourage all colleagues to become Wish Makers. • Have a practical understanding of the Make-A-Wish values: Be Magical, Be Inclusive and Be Inspiring • Strengthen relationships between different members of the Make-A-Wish community to ensure everyone works in collaborative and inclusive way. • Attend organisational meetings, like symposiums and town halls. • Keep yourself informed about things going on across the organisation by making use of internal communications channels, e.g. Teams, Wish Wisdom (our colleague newsletter). • Keep yourself informed on the strategy and plans of the organisation in order to be able to fully contribute to them through your role. • Actively listen to other people, particularly those with views that are different to your own. • Embed the principles of our Equality, Diversity and Inclusion Charter within your role.   • Be open to collaboration and working across different teams to help the organisation achieve its strategic objectives. • Be able to work independently in an agile environment, understanding that different people across the organisation have different working patterns. • Be able to work with your colleagues and other members of Make-A-Wish community as one team, united in a common vision and mission, and support organisational efforts of reaching every child by, for example, answering phones when other teams are busy, supporting activities happening across the organisation, etc. * 26 days annual leave with the option to buy/sell annual leave (pro rata for part time) • Paid Birthday leave • Flexible & Hybrid working arrangements • Salary exchange pension scheme  • Paid volunteering days • Pirkx subscription • Access to wellbeing support, GP appointments, training and events, retail discount platform, and much more! • Cycle to work initiative