Supporter Care Assistant

As Supporter Care Assistant, you will play a central role in ensuring every donation to Whizz Kidz is processed accurately, efficiently and with great care. You will manage income and data processing through Microsoft Dynamics, maintaining high quality, reliable information that underpins our fundraising activity, financial reporting and supporter care. Working closely with the Finance Team, you will contribute to timely and accurate income reconciliations and the smooth running of all supporter related financial processes including ensuring that all donations are thanked efficiently.

In addition to these duties, you will play a vital role in championing exceptional supporter care across the organisation. You will act as a strong advocate for supporters, ensuring their needs, experiences and feedback help improve processes. You will champion our Supporter Promise and help us uphold the Fundraising Regulator’s Code of Fundraising practice, ensuring all communications, interactions and data practices reflect the highest standards of transparency, honesty, fairness and respect. Through this, you will help embed a culture of supporter centric working across the team, ensuring every supporter receives a positive, warm and respectful experience whenever they engage with Whizz Kidz.

The person

You’ll be highly organised, with excellent attention to detail and a passion for accuracy. You’ll be proactive and able to work independently, managing your workload effectively and meeting deadlines. You’ll have a sharp eye for inconsistencies, confidence in handling data, and the initiative to suggest improvements where needed. You’ll also bring a strong commitment to outstanding supporter care, ensuring every supporter feels valued and appreciated.

Key accountabilities

Income & Data Processing

• Process all fundraising gifts received through the Whizz Kidz website, postal and phone channels using manual entry and import tools.
• Collaborate with Fundraising, Finance and Database colleagues to ensure all income is input and coded accurately.
• Import fundraising gifts from third-party platforms such as JustGiving, Enthuse and Benevity.
• Manage Direct Debit donations, including set-ups, amendments and cancellations.
• Support data cleansing and prepare Gift Aid claims in collaboration with finance and database colleagues.
• Provide support to users of our CRM on data entry and income coding issues.

Supporter Care & Experience

• Champion exceptional supporter care, ensuring every supporter receives warm, timely and personalised responses.
• Act as a supporter advocate, ensuring supporter feedback, needs and experiences inform continuous improvement.
• Uphold and champion the Fundraising Regulator’s Code of Practice and our Supporter Promise across all fundraising and supporter interactions.
• Maintain supporter-facing processes that are inclusive, accessible and respectful.
• Ensure supporter enquiries, by phone, email and post, are handled with empathy, patience and clarity.

Supporter Correspondence

• Manage donor correspondence including enquiries, thank-you letters and acknowledgements, ensuring every communication reflects Whizz Kidz’s values and supporter-focused ethos.

Teamwork & Collaboration

• Build strong working relationships with finance and database colleagues to ensure effective communication and timely income reporting.
• Work collaboratively with colleagues across Fundraising, Communications and our Services teams to ensure a seamless supporter experience.

The post holder will also

• Work within all policies, procedures and budgets set by Whizz Kidz.
• Act at all times in the best interests of Whizz Kidz.
• Build effective working relationships with colleagues, members, volunteers and external partners.
• Ensure Health and Safety policies are followed at all times.
• Protect the confidentiality of all data in line with Whizz Kidz’s Privacy and Data Protection Policy.
• Not disclose confidential information without authorisation.
• The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope and job rank of the post.

The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope and job rank of the post.

Please note: This post is subject to a Basic level DBS Disclosure, which will be sought prior to the confirmation of a job offer.

Person specification

Skills and knowledge

• Strong digital competence, including MS Office (especially Excel) and confidence using online platforms.
• Excellent Excel skills including data entry, validation and reporting.
• Basic understanding of GDPR, data protection and Gift Aid.
• Exceptional accuracy and attention to detail.
• Strong time-management skills and ability to work independently.
• An awareness of the Fundraising Regulator’s Code of Fundraising Practice and Supporter Promise.
• Ability to communicate with supporters in a warm, clear and person-centred manner.

Experience

• Experience working collaboratively as part of a team.
• Experience completing computer-based administrative tasks, including data entry.
• Experience using CRM systems or fundraising databases, especially Microsoft Dynamics.
• Experience as a Supporter Care Administrator or in a supporter/customer-facing administrative role, ideally within a charity environment.
• Experience delivering high-quality supporter or customer care, including handling sensitive enquiries.

Personal qualities

• Meticulous, accurate and methodical, with a natural eye for detail.
• Warm, empathetic communicator with a commitment to providing outstanding supporter care.
• Highly organised, proactive and able to work independently with minimal supervision.
• Self-motivated, solution-focused and keen to improve systems and processes.
• Passionate about advocating for supporters and continuously improving the supporter experience.

A few perks

The wellbeing of our colleagues is of paramount importance to our success as an organisation, and we want to ensure that our benefits package provides something of value for everyone, whether it is our generous holiday entitlement, wellbeing days, Healthcare cash plan, long-service awards. We hope you agree!

Annual leave

25 days of annual leave per annum plus Bank Holiday (pro-rata for part time colleagues).

Christmas closure

In addition to annual leave, employees get three days of paid Christmas leave.

Pension

Automatic enrolment for all colleagues with the option to opt out. Contributions of 5% gross salary made by both Whizz Kidz and employees. We will match higher contributions of up to 6% of gross basic salary.

Simply health

Automatic enrolment in a fully paid for cash plan that assists you with everyday health costs. This scheme is also available to your families for an extra charge.

Season ticket loan

An interest free loan of up to £5,000 following the successful completion of the Probationary Period.