Fundraising and People Support Officer

Alder Hey Charity; Liverpool; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A children's health charity in Liverpool seeks an individual for administrative and customer support roles. Responsibilities include managing inquiries, processing donations, and supporting fundraising efforts. The ideal candidate will demonstrate excellent communication skills, customer care experience, and an understanding of charity operations. This is a mixed role with both on-site and remote working opportunities. If you are passionate about making a difference for children’s health, we encourage you to apply.

Qualifications

• Experience of efficiently managing and delivering a demanding workload.
• Proven track record of handling cash and auditing procedures.
• Experience in a charity environment.

Responsibilities

• Manage administrative tasks as directed by management.
• Provide excellent customer care and donor stewardship.
• Process online orders timely and accurately.

Skills

Excellent communication skills

Customer relations

Self-motivated

Ability to work under pressure

Teamwork

Tools

CRM systems

Shopify

Job description

Alder Hey Children’s Charity (based within the hospital), Liverpool

Job Purpose:

This is an exciting opportunity to be at the heart of the Charity operations. This role is the first point of contact for supporters and requires outstanding customer care/ donor stewardship skills. The post holder is expected to foster excellent working relationships with all members of the Charity team, donors – both existing and potential – and Trust staff. This role will provide support to the fundraising teams, whilst also supporting with our hospital and online shop.

Main Duties/Tasks

• Undertake day to day administrative tasks as directed by the Operations & People Manager and Operations & People Team Leader, including the preparation of letters, reports and memos, ensuring the work is of a high standard, professional and accurate. Adhering to sensitive information protocols and keeping sensitive information confidential.
• Deal with all incoming telephone enquiries in a professional and helpful capacity and direct all incoming calls correctly and take accurate messages. Adhere to any confidential or sensitive information protocols.
• Contribute to the efficient running of the public Charity office by receiving all donors and visitors in a welcoming and friendly manner.
• Provide excellent customer care/ donor stewardship in all interactions with donors.
• Manage the mail, ensuring it is opened, distributed and any donor correspondence is responded to in a timely manner.
• Process donations in line with established receipting procedures.
• Adhere to audit procedures and liaise with the Charity’s auditors.
• Carrying out filing in line with office procedures and ensuring the safe storage and archiving of documents/records on a regular basis.
• Provide support to the senior management team, including organising and scheduling meetings and room bookings.
• Undertake banking procedures and ensure donations are accurately recorded and banked.

Hospital & Online Shop

• Process online orders for the shop in a timely manner.
• Run regular reports for the Operations Manager relating to online sales.
• Support the management of the online and hospital shop, ensuring they are stocked, and products are displayed in the best way.
• Provide good customer service within the shop inside the hospital Atrium and contribute to covering the front desk in the shop as required.
• Cash up the till, ensuring sales are correctly recorded and takings are passed through for banking.

Database support

• Process donations on the CRM database, liaising with fundraising teams to ensure this is recorded correctly, including from online platforms.
• Produce analytical reports from the fundraising database system, for audit purposes.

People/ HR support

• Recruitment, including coordinating the recruitment process and the induction of new starters.
• Ensuring all staff have a DBS in line with the Trust requirements.
• Administration of staff annual leave allowance and absence reporting.
• Creating staff correspondence letters, including pay award, furlough or other required communication.

Other Duties

• Be an outstanding advocate for Alder Hey Children’s Charity in line with the core values of the organisation.
• Be an active and supportive member of the Alder Hey Children’s Charity team, contributing to the team’s development and working collaboratively with colleagues and volunteers. Attend and support on events run by the fundraising teams where required.
• Any other reasonable duties as required by your line manager.

Person Specification

Qualifications, Knowledge and Experience

• Experience of efficiently managing and delivering a demanding and varied workload.
• Proven track record of handling cash and working with tight protocols around audits and procedures.
• Strong track record of customer relations.
• Experience of working at a charity.
• Experience of using a CRM system or database.
• Experience of working with Shopify or other online sales platforms.
• HR experience or qualifications.

Skills and Attributes

• Commitment to principles of equality, diversity and collaborative working.
• Excellent communications skills, both verbal and written across a range of audiences.
• Ability to build strong working relationships.
• Self‑motivated and positive attitude with the ability to work under pressure and prioritise in a busy environment.
• Ability to work in a logical and organised manner.
• Ability to work effectively as part of a team as well as independently.
• Understand the necessity of dealing carefully and within data protection legislation, with confidential matters, including handling both personal and business critical information.

Additional requirements

• Strong interest in working for a children’s health charity.
• An understanding of and commitment to the values of Alder Hey Children’s Charity.
• Willingness to get involved with activities across the Charity.
• Willingness to occasionally work outside of normal office hours.

Closing date: 5th of Jan 2026

Interview date: TBC

View our vision and values by clicking here

Location

We’re open to this role being a mix of home working and office based (our offices are located on site at Alder Hey in Liverpool).

Apply for this job by completing the below:

• Why you are interested in the opportunity?
• Which charity value you think will be important within the role?
• How do you meet the person specification?