The Fundraising Supporter Care and Database Officer will play a key role within the fundraising team. You, alongside another individual with the same role, will be the main points of contact for all supporter enquiries, information and supporter care within the team. You will provide excellent stewardship and customer service to the hospice's supporters and potential supporters to encourage long‑term relationships. Ensuring supporter and donation data is collected and recorded accurately is an important part of this role, so you will need excellent attention to detail and numeracy skills. This is an exciting role and a real opportunity for someone wanting to develop a career in fundraising. Ideally, you will have experience working in the supporter care field, but at a minimum you will have customer service and database/admin experience. You will be an effective communicator with excellent interpersonal skills in addition to a professional and confident manner. You will be an effective team player who can work as part of a small and dynamic team as well as independently.
Key responsibilities
Being the first point of contact for new supporters and existing supporters, building relationships grounded in trust, honesty and respect
Delivering the highest level of supporter care to all donors and prospective supporters through written and verbal communication that reflects the value we place on their contribution
Managing a wide range of donor enquiries with empathy and professionalism, problem‑solving effectively to create positive outcomes that make a meaningful impact
Ensuring efficient administration of donations and maintenance of accurate database records that supporters can trust
Acting as an ambassador for the fundraising team, responding to enquiries or picking up donations and/or collections, and thanking donors in a way that reinforces the value of their support
Qualifications
Operate within the guidelines, regulations and practices of the Institute of Fundraising, The Fundraising Regulator and the National Association of Hospice Fundraisers
Awareness of GDPR and data protection when handling donor information
Educated to degree level (or qualified by experience)
Competence in database management and ensuring supporter data is recorded correctly
High level of accuracy and attention to detail when maintaining supporter records
Ability to process donations efficiently, ensuring financial accuracy
Experience in generating reports to support fundraising and finance teams
Ability to represent the hospice professionally in public, via email, and on social media
Benefits
Company pension (NHS pension retained if transferring from NHS)
Health & wellbeing programme
Employee Assistance Programme
Free parking
DSE equipment provided
Generous holiday allowance
Career development opportunities
Blue Light Card membership
Equal Opportunity Statement
Rowans Hospice is committed to equal opportunities and inclusion in the workplace, welcoming applications from all backgrounds. Rowans Hospice is committed to ensuring the safety and welfare of all children and vulnerable adults needing our care and support. Our recruitment process is thorough, ensuring a consistent and detailed approach to gather information from and about candidates so that all persons appointed are suitable to work with children and vulnerable adults.
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