Supporter Services Assistant

In this multi-faceted essential role, you will be the first point of contact for our supporters and provide high-quality customer service and support, from handling enquiries through to  resolution, processing income donations, sending out donation thank you letters and  supporter materials, all in a professional manner.

It is an exciting time to join King’s College Hospital Charity and the Fundraising and Communications Team to support our innovative and ambitious fundraising targets. We recently had our biggest ever team at the 2024 London Landmarks Half Marathon, with 96 runners representing Team King’s and over £85,000 raised for our hospitals. The Great Hospital Hike, our flagship fundraising event, also raised over £160,000 for our hospitals, with our supporters walking the 18-mile route from King’s College Hospital in Denmark Hill to the Princess Royal University Hospital in Bromley.

The Supporter Services Assistant is often the first point of contact at the charity for supporters - handling enquiries, processing income, sending out donation thank you letters and supporter materials and mass postal mailings, where required. You will combine excellent supporter care and customer service with administrative efficiency and attention to detail to ensure that the supporter experience is smooth and positive from start to finish. You'll be skilled at listening and responding to queries appropriately, both over the telephone, via email and letter.

You will use the Access Charity Customer Relationship Management (CRM) database to make sure all supporter information is recorded consistently, kept up to date and maintained in accordance with database management procedures. You will work closely with the Database Manager and Senior Fundraising Operations Officer to highlight opportunities for improvements to processes and procedures.

Key Responsibilities:

• To give supporters a positive, consistent experience in all their interactions with the Charity, especially in response to enquiries, income handling and donor thanking.
• To ensure that income is recorded accurately and promptly on the CRM database to enable the Finance team to reconcile and correctly allocate income, and the Fundraising team to have financial oversight of their fundraising activities.
• To ensure that supporter records on the CRM database are kept up to date, adding enquiry responses, donation correspondence and amending records where requested by either the supporter, members of the Fundraising & Communications team or wider charity colleagues.

We are a friendly team, committed to a diverse and inclusive culture and welcome applications from individuals of all backgrounds and identities. We offer a collaborative working environment with bespoke learning opportunities, 25 days holiday plus the bank holidays, and various employee benefits to help you balance your work and life.

Please review the job pack for full details on the role. We want to hear from if you are interested in helping us make a difference in our communities, possess the skills and experience outlined in the job pack and our values resonate with you.