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Page 1 of 106
Remote
£28,000 - £31,300 per year
Full-time
Permanent

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

You will be the main person responsible for our UK phone line and be the first point of contact
for our many supporters. You will be working closely with the rest of the Supporter Care Team to ensure every interaction supporters have with our charity is a positive one and that they understand how integral they are to our mission.

You will communicate with supporters on our progress and ensure we utilise every opportunity for positive engagement. You’ll work with a wide range of people, efficiently gathering and providing information as well responding to whatever queries or situations may arise.

As a Supporter Services Executive, you will be working closely with our external fulfilment partners, ensuring that they deliver the high standard of service that we and our supporters expect. With them, you will provide a seamless, first-class end-to-end donor experience.

You’ll be well-organised, self-motivated and display a high level of accuracy, consistency and attention to detail and be comfortable working with supporters and colleagues across all of our markets and teams.

Supporter Care and Communications

  • Work collaboratively across a global Supporter Experience team to ensure supporter enquiries are handled to the highest standard, providing prompt, efficient, accurate responses in line with the charity’s messaging and service level expectations
  • Keep up to date with programme activities and news from across the organisation to ensure you can provide informed supporter communications and deal with supporter enquiries confidently, efficiently and consistently
  • Handle difficult or distressed supporters in a sensitive and skilled manner, displaying empathy and establishing rapport whilst balancing the needs of Animals Asia
  • Use agreed letter templates and produce bespoke responses as required
  • Coach and co-ordinate with external colleagues to deliver the Animals Asia magic through their work for us

Gift Processing & fulfilment coordination

  • Work closely and coordinate with colleagues in the Gift Processing team to ensure that donations are processed in a timely and efficient manner
  • Liaise with external partners to ensure that our gift processing is delivered to the highest and most efficient standards
  • Work with internal colleagues and external partners to ensure supporter queries are managed effectively and requests for materials to be mailed are fulfilled promptly
  • Generate ad hoc acknowledgements and receipts for all offline payment channels, including annual statements to regular donors
  • Process donations, online and offline, across all fundraising products
  • Administer the end-to-end recurring gift process
  • Ensure donations are processed on time and with accurate coding to track the source of fundraising income
  • Assist where required in the review and implementation of new payment channels to ensure smooth and accurate gift processing
  • Develop and maintain a good understanding of local payment channels and processes

Administration and financials

  • Ensure procedure manuals are updated in line with changes
  • Occasionally help to organise postal mailings
  • Proactively liaise with supporters to capture missing / incomplete donation and supporter information

Legal and compliance

  • Keep abreast of GDPR (UK and EU)
  • Ensure full participation in training when provided
  • Ensure that all processes are carried out in line with the mandatory regulations relevant to each country that we operate in and in line with training protocols

Database Management

  • Help to maintain donor records & data integrity
  • Accurately enter new data and amend existing data on the fundraising database following contact from supporters, and in line with Animals Asia’s policies and procedures
  • Ensure supporter interactions are recorded accurately and consistently
  • Ensure recurring gifts records are clear and neat on the fundraising database

Fundraising Support and Supporter Journey

  • Assist with the delivery of fundraising materials to supporters
  • Assist in acquiring and managing UK Gift Aid declaration from the donors to maximise income from Gift Aid
  • Train & supervise volunteers as required

Miscellaneous

  • Promote and advocate AAF to the general public
  • Actively participate in team meetings
  • Always keep the supporters and interests of Animals Asia at heart when dealing with supporters so as to develop and maintain positive long-lasting relationships

Person Specification
 

Qualifications, knowledge & skills required:

  • Excellent written and oral communication skills, with extensive experience communicating with a broad range of people
  • Demonstrable experience in a customer service role responding to a high level of enquiries via telephone and email with excellent interpersonal skills and telephone manner
  • Experience of working on a customer relationship database (experience with Blackbaud CRM - a NFP database - is highly valuable, but not essential)
  • Ability to understand and streamline processes and procedures
  • Proven high level organisational and time management skills, including ability to manage workflows and balance competing priorities
  • Understanding of working in a fundraising environment
  • Accuracy and excellent attention to detail
  • Demonstrable ability to respond effectively to challenges, to work effectively in a small, diverse and busy cross-functional team environment with minimal supervision
  • Highly organised, able to prioritise varied workloads and meet deadlines
  • Understanding of Data Protection (GDPR in UK & EU)
  • Understanding of animal welfare issues and conservation is desirable but not essential 

Personal attributes required:

  • Innovative, flexible and resilient
  • Always acts professionally, with integrity and discretion
  • Excellent attention to detail
  • Well presented, articulate and polite
  • Genuine enjoyment of meeting and interacting with people and building relationships
  • Strong people skills with a high level of organisational awareness and ability to liaise with a broad and diverse range of stakeholders
  • Commitment to professionalism, discretion and confidentiality
  • Solution-focused with a creative approach to issues and a “can do” attitude
  • Be able to take on accountability and to take the lead while being a strong team player
  • Ability to display initiative, common sense and diplomacy
  • Thoughtful and considerate
  • Passionate about animals and animal welfare

Circumstances (essential):

  • Able to work efficiently and effectively from home without disruption
  • Able to connect to sustained, high quality internet connection from home
  • Able to be work occasional extended hours and weekends as required
  • Able to accommodate global meetings in the early morning or late evening (flexible working hours)

Conditions and Benefits 

Place of work : Home based – anywhere in the United Kingdom.

Working hours : Full time – standard hours are 37.5 hours per week.

You will be required to work such additional hours as are necessary to fulfill your role which may include evenings and weekends. You will be expected to manage your hours, responsibilities and workload accordingly.

Reports to : Global Head of Supporter Care.

Manages : n/a.

Budget responsibility : n/a.

Probation : The appointment will be subject to the satisfactory completion of a 3 month probationary period.

Annual leave : Annual paid vacation entitlement of 32 in each holiday year, this entitlement includes the eight bank and public holidays.

Other benefits : Training will be provided as required.  Flexible working conditions.

How to apply

Applications should be in the form of a CV with a covering letter explaining your interest in and suitability for the role. Please provide both email and telephone contact information for yourself. . Candidates must be eligible to work in the UK. Please note that only short-listed candidates will be contacted. 

Applications should be received by 11:59pm on Sunday 13th September 2026 at the latest.

Organisation
Animals Asia View profile Organisation type Non Charity Employer Company size 6 - 10

OUR MISSION Protect bears, ensure they are free from harm, and provide them with sanctuary Improve the welfare of captive wild animals

Animals Asia logo Play
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Posted on: 01 September 2026
Closing date: 30 September 2026 at 10:25
Tags: Customer Service, Customer support

The client requests no contact from agencies or media sales.