Supporter Care Officer (Individual Giving)

SOS Children’s Villages; Cambridge; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A charitable organization is seeking a Supporter Care Officer in Cambridge to ensure excellent engagement with individual donors. This role involves processing supporter queries, managing donations, and data administration using Salesforce. Candidates should have strong communication skills, attention to detail, and a passion for supporter care. This permanent, full-time position offers a hybrid working model, combining office and remote work, and is vital for sustaining the charity's mission to support vulnerable children.

Benefits

Flexible working arrangements

Annual leave of 25 days plus bank holidays

Employee Assistance Programme

Paid charity volunteer days

Qualifications

• Strong administration skills with good ability to multi-task.
• Excellent communication skills both written and verbal.
• Demonstrable interest in working in a customer or supporter-care environment.

Responsibilities

• Responding to and processing supporter queries in a timely manner.
• Processing and acknowledging donations according to the supporter care strategy.
• Managing and completing Salesforce task lists and data entry.

Skills

Excellent communication skills

Attention to detail

Strong administration skills

Ability to multi-task

Tools

Salesforce

MS Office

Job description

Supporter Care Officer (Individual Giving)

Application Deadline: Sunday 1 February at 11.59pm UK time.

Location: Hybrid. At least one day per week will be required in our Cambridge office (CB2 1AB). Occasional travel to Cambridge or London will be required for meetings or collaborating with colleagues. The post-holder is required to have the right to live and work in the UK on the contract as detailed below.

Job Title: Supporter Care Officer (Individual Giving)

Organisation: SOS Children’s Villages UK

Location: Hybrid – at least one day per week will be required in our Cambridge office (CB2 1AB).

• Occasional travel to Cambridge or London will be required for meetings or collaborating with colleagues.
• The post-holder is required to have the right to live and work in the UK on the contract as detailed below, and reside in the UK within reasonable travel distance as above.

Contract: Permanent, full-time (35 hours per week). Flexible working arrangements can be considered

Reporting to: Head of Supporter Care and Development

Overview

SOS Children’s Villages exists to ensure that each child and young person grows up with the healthy relationships they need to become their strongest selves. Working around the world, we focus on supporting children and young people who don’t have, or who are at risk of losing, parental care.

We are now recruiting for a Supporter Care Officer within our Individual Giving team, pivotal in ensuring donors feel valued, appreciated, and connected to the mission, playing a critical role in sustaining our vital work.

By providing high quality supporter care to all SOS UK’s Individual Giving supporter types, acting as first point of contact, processing queries/tasks efficiently, and maintaining accurate records, this role directly contributes to the organisation’s ability to create meaningful change and inspiring ongoing commitment.

Your role

Reporting to the Head of Supporter Care and Development, you will ensure excellent supporter care is provided to all SOS UK’s Individual Giving (IG) supporter types, including sponsors, committed givers, cash supporters, and general enquirers.

With excellent communication skills and good attention to detail, you will be self-motivated and capable of multi-tasking and prioritising. You will actively look to improve and streamline processes around supporter care to maximise efficiency.

The role focuses on the key areas of:

• Supporter Engagement and Communication
• Donation Processing and Acknowledgement
• Data Management and CRM Administration
• Administrative Support and Process Improvement

Responsibilities

1. Supporter Engagement and Communication

• Responding to and processing supporter queries in a timely and professional manner by telephone, email, and post.
• Responding to and processing queries from regular givers and one-off donors.
• Communicating via telephone, post, or email with supporters who wish to change their donations in a prompt, helpful, and professional manner.
• Calling IG supporters who have missed a regular donation to thank and reinstate their support where possible.
• Responding to cancellations of donations and asking supporters to continue their support where possible.
• Preparing and sending supporter updates to regular givers.
• Preparing and sending one-off communications to IG supporters regarding their support.
• Processing and sending information on changes to child details to supporters.

2. Donation Processing and Acknowledgement

• Processing and thanking donations in accordance with the IG supporter care strategy and donor journeys.
• Processing any cancellations and changes to IG supporter giving.
• Processing regular follow-up emails in accordance with donor journeys.

3. Data Management and CRM Administration

• Managing and completing Salesforce task lists.
• Monitoring emails and the IG inbox.
• Inputting data into the CRM system (Salesforce), ensuring that data is coded and processed correctly and that all supporter queries are logged accurately.
• Directly contacting IG supporters to ensure that their data is kept up-to-date.
• Undertaking IG data cleansing tasks within the CRM system as needed.
• Processing monthly IG supporter files with address amendments and other changes.

4. Administrative Support and Process Improvement

• Providing administrative support for all IG donor processes.
• Supporting the regular review of donor communications and FAQs to ensure that all supporter materials are kept up-to-date.
• Regularly reviewing donor processes and actively looking for improvements to the system.
• Reviewing and automating processes where possible.
• Providing feedback from supporters to relevant teams.

5. Other

• Keep abreast of key industry trends and issues and the regulatory environment, including the Code of Fundraising Practice as stipulated by the Fundraising Regulator, ensuring that standards are set, procedures followed, and issues acted upon or communicated to all staff and others as appropriate.
• Understand and follow child safeguarding procedures.
• Understand follow all SOS Children’s Villages UK protocols and processes in line with the employee handbook.
• Develop professionally through training and guidance.
• Actively participate in team meetings, contributing valuable insights and feedback.
• Promote a culture of continuous improvement, seeking feedback and recommending enhancements to existing processes.
• Implement the Equal Opportunities Policy into daily activities.
• Be responsible for your own health and safety and that of your colleagues, in accordance with the Health & Safety at Work Act (1974) and relevant EC Directives, including reporting any health and safety hazard immediately when you become aware of it.
• Undertake any other duties as may reasonably be required in this post.

Person specification

• Strong administration skills with good ability to multi-task.
• Excellent communication skills both written and verbal.
• Excellent attention to detail.
• Demonstrable interest in working in a customer or supporter-care environment.
• Ability to work in the Cambridge office at least one day per week.
• Good telephone manner.
• Keen to learn.
• Desire to evaluate and implement change to improve processes.
• A hands‑on approach to all aspects of the job.
• Good interpersonal and team working skills, with an ability to work independently.
• Self‑starter with an ability to work to targets and deadlines, and able to work under pressure.
• Computer literate and confident in using all MS Office software.

Desirable skills and knowledge

• Experience using a CRM database.
• Comfortable and experienced on the telephone and email in a customer‑facing environment.

Personal qualities suited to the role

• Creative Problem‑Solver: You are creative and love to solve complex problems to meet supporter and organisational needs.
• Supporter‑Focused: You prioritise the needs of supporters and are committed to providing an exceptional experience.
• Trustworthy and Personable: You are trustworthy, patient, flexible, enthusiastic, and skilled at building strong relationships.
• Team Player: You enjoy collaborating with others and contributing positively to a team environment.
• Adaptable and Open to Learning: You are open to new ways of working and eager to learn new tasks and skills as needed.
• Relationship‑Builder: You are dedicated to having meaningful interactions and fostering long‑term relationships with supporters.
• Excellence‑Driven: You are motivated by the desire to deliver outstanding experiences for our supporters.

Additional information

About SOS Children’s Villages

As a child, you need someone who sees you – who stands by you no matter what. Someone who holds you close when you are small and believes in you when you are ready to step into the world.

However, 1 in 10 children and young people around the world are at risk of growing up alone – separated from their families, neglected or forced to live in an abusive environment.

The effects of this often last a lifetime, creating a harmful cycle that repeats from one generation to the next. Together, we are here to break this cycle and prevent it from happening in the first place.

We go beyond meeting the physical needs of each child, focusing on providing love and support. A positive and supportive childhood empowers children to develop the life skills and resilience they need to move confidently into adulthood.

Because when a child or young person is safe, loved and respected, they can thrive. When they have healthy relationships, they can become their strongest selves. This is why we’re here. We see each child, no matter what the circumstances.

What we do

Our locally led operations support and empower children, young people and families:

• Keeping families together: we support and strengthen families who are under pressure, helping them to stay together.
• Caring for children: we provide quality, alternative care according to each child’s unique needs.
• Youth employability and education: through training and developing skills, we help young people to prepare for their future and find employment or set up businesses.
• Protecting children in emergencies: we support children and families in crisis situations, helping with their physical and psychological needs.

SOS Children’s Villages’ values are at the heart of everything we do:

• Courage: We take action
• Trust : We believe in each other

Benefits of Working with SOS Children’s Villages UK

We currently offer the following benefits:

Holidays

• Annual leave: 25 days entitlement, plus 8 paid bank holidays (pro rata for part‑time employees).
• Paid Christmas closure: 3 non‑bank holiday working days during the office closure between Christmas Day and New Year’s Day are treated as additional paid time off.
• Extra Days: Additional holidays are added after two full calendar years’ service, one day for every two years’ service, up to a maximum of 5 additional days after 10 years’ service (pro rata for part‑time employees).
• Sabbatical: 4 consecutive weeks paid sabbatical leave possible after a minimum of 5 complete years of service.

Pension Scheme Membership

• This is a contributory scheme, into which the Charity will match your contribution up to a maximum of 5% of your basic salary. Enrolment is automatic after 3-months employment for eligible employees, and early opt in is possible.

Health and Wellness

• Employee Assistance Programme access comprised of wellbeing resources, online advice chat features, a telephone helpline, and short‑term counselling sessions, savings and discounts.
• Trained Mental Health First Aider in the team.
• Life Assurance Cover after 3‑months employment, with beneficiary selection.
• Flu vaccination vouchers annually.
• Paid eye tests.

Flexible Working Policy

• Every member of staff, regardless of contract length or current working pattern, can complete a flexible working application.

Charity Days

• Paid charity volunteer days (maximum of 2 days per annum pro rata) if you volunteer for another charity.

Maternity Arrangements

• Employees employed for at least 26 weeks, ending with the Qualifying Week (QW), the 15th week before the expected week of childbirth (EWC), will be entitled to receive enhanced maternity pay of 3 months full pay (Weeks 1 – 12), followed by 3 months half pay (Weeks 13 – 24).

Travel Help

• Travel loan for season travel tickets repayable through monthly salaries, subject to approval.
• Cycle to Work Scheme available.

Training & Development

• Support may be offered towards professional or vocational qualifications/training that enhances capability within the Charity. Subject to approval.

Commitment to Inclusion, Integrity, and Safeguarding

SOS Children’s Villages UK is an equal opportunity employer that is committed to encouraging equality, diversity, and inclusion in the workplace, and eliminating unlawful discrimination within all employment practices within our organisation. Discrimination and harassment of any kind based on any protected characteristic is prohibited, and recruitment decisions are based on relevant experience, qualifications, merit, and business needs at the time.

We are committed to promoting the welfare of children, young people, and adults with whom SOS Children’s Villages UK engages, and therefore adopt a zero tolerance to sexual exploitation, abuse and harassment. Measures are in place to prevent any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct.

All staff and volunteers are expected to share this commitment through our code of conduct and undertake the appropriate level of training to ensure that they understand and work within the safeguarding policies of the organisation.

Pre-employment Checks

Upon offers of employment, the following are required as part of our safer recruitment policy prior to confirming employment:

• Proof of the right to work in the UK, and on the contracted terms specified for this role.
• Receipt of satisfactory professional references and appropriate screening checks from previous employers.
• Self‑declaration & Disclosure form completion regarding any relevant cautions, convictions or investigations, or sanctions.
• A Standard level Disclosure and Barring Service (DBS) check.
• Read and sign copies of our Code of Conduct Regulation, Child and Youth Safeguarding Policy, Sexual Misconduct Regulation (PSHEA), and Anti‑Corruption Regulation.

Pre‑employment Checks

Please note

SOS Children’s Villages UK is a proud participant in the Inter Agency Misconduct Disclosure Scheme (MDS). In line with this Scheme, we will request information from job applicants’ previous employers (covering the last five years) about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or such incidents under investigation when the applicant left employment. By applying for a role with us, the job applicant confirms their understanding of these recruitment procedures.

Next Steps

Ready to join our team? Please email a copy of your CV, and covering letter of no more than 2 A4 pages that explains how you meet the criteria outlined in the person specification.

Title your documents [“your name”] cover letter” and [“your name”] CV” to Tracey McCluskey, Head of Supporter Care & Development at [e-mail] .

Please note that CVs submitted without a cover letter and applications from candidates without the required right to work in the UK, or UK residence, will not be considered.

The deadline for applications is Sunday 1 February at 11.59pm UK.

First stage interviews will be conducted by online video call (via Microsoft Teams) and are expected to take place in the following week after application deadline. We may request interviews ahead of that deadline should we receive sufficient applications.

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