Supporter Experience Officer

The vacancy

Please note: This advert has been extended until 4th March 2025.

Do you have the ability to build strong professional relationships with key supporters? Are you able to process data accurately and efficiently? Do you thrive on providing the best customer service experience? If so, this role could be for you!

Here at Rainbows Children's Hospice, we provide specialist palliative care and end-of-life support to over 750 Babies, Children, and Young People living with life-limiting and life-threatening conditions, as well as approximately 3,000 people, including families, siblings, and carers, across the East Midlands. Simply put, we're here to brighten short lives and support families, wherever they are.

Rainbows Hospice depends on the incredible generosity of our donors, supporters, and fundraisers to operate. Without their support, we would only be able to open for seven weeks a year. To strengthen and nurture these vital relationships, we are expanding our Supporter Experience team. This role is pivotal in enhancing and personalizing the supporter journey to ensure long-term engagement and inspiration.

As a Supporter Experience Officer, you will play a vital role in ensuring that supporters engaging with fundraising activities receive outstanding support and communication. You will also implement personalized supporter journeys designed to engage, inspire, and maximize income, enabling us to continue providing critical care and support.

Location: Onsite at Rainbows Hospice, Loughborough
Hours of Work: 37.5 Monday to Friday, 9:00 am - 5:00 pm

About the role

Some of the key responsibilities include (but not limited to):

• Delivering exceptional supporter care, managing inbound enquiries, requests, and donations (via phone, email, online, or in person) promptly and efficiently, while signposting to colleagues when necessary.
• Acting as a primary point of contact for fundraising correspondence and enquiries, liaising directly with supporters and escalating as appropriate.
• Accurate and timely data entry of donations, supporter information, and thank-you letters.
• Implementing and supporting the development of tailored supporter journeys.
• Utilizing appropriate software to automate supporter engagement processes for public fundraising audiences.
• Further responsibilities in the role of a Supporter Experience Officer at Rainbows, can be found by downloading the Job Description.

Essential Requirements:

• Proven experience working with donors or customers.
• Experience handling confidential and sensitive information.
• Demonstrated ability to work with supporters, clients, or customers to encourage greater engagement, investment, or contributions.
• Strong skills in accurate data entry and reporting, in line with current Data Protection regulations.
• Ability to analyse data and create management reports to review income and identify trends.

Desirable Requirements:

• Experience designing and implementing supporter journeys using email software tools.
• A solid understanding of charity fundraising principles.
• Further requirements can be found by downloading the Person Specification.

Our Benefits include:

• Free onsite parking at the Hospice, Lark Rise, Loughborough.
• Eligibility to join blue light card discount scheme and Company Shop.
• Healthcare Cashback plan.
• Life Assurance.
• 27 days holiday plus bank holidays.
• Contributory pension scheme or Salary Sacrifice Pension Scheme
• Affordable meals at the Hospice, Lark Rise, Loughborough.
• Free Tea, Coffee and Fruit whilst at the Hospice
• Free access to Health Assured employee assistance programme
• Wellbeing support and access to Mental Health First Aiders
• Unofficial benefits: Fun events like Total Wipe Out, All staff away days, Guest visitors

For further information about this role and the responsibilities please contact Emma Gulliver, Supporter Experience Manager, on Apply

To apply for the role please click 'apply now' to complete an online application form. If you require an alternative method of applying or would like to discuss reasonable adjustments further, please contact the people team at Apply

This role is subject to an standard DBS (Disclosure and barring Service Check) and pre-employment checks.

Please note: We reserve the right to close this advert early if we receive a high volume of suitable applications. We encourage candidates to apply as soon as possible to avoid disappointment.

Important Salary Update: Please note that from April 2025, salaries for this role will be adjusted in line with the National Minimum Wage increase. This ensures compliance with updated legislation and reflects our commitment to fair pay. If you have any questions regarding this change, please feel free to contact the Recruitment Team.

Equality, diversity & inclusion

Rainbows Hospice for Children and Young People is committed to improving the quality of its services to all people, irrespective of race/ethnicity, disability, gender, religion or belief, age, or sexual orientation. Our objective is to deliver high quality services that are accessible, responsive, and appropriate to meet the diverse needs of different groups and individuals. As such, we will continue to take action to ensure that staff and volunteers employed by Rainbows Hospice are culturally aware and treat every person with dignity, respect, and fairness, in a way that is sensitively responsive to differences and similarities. Unlawful discrimination and other forms of exclusion have no place within Rainbows Hospice.

About us

Rainbows cares for hundreds of families every year who have a baby, child or young person with a serious or terminal illness that means that their lives will be shorter than most.

We've been providing the highest level of professional holistic care and emotional support to babies, children, young people and their families since 1994. Our incredible team help to relieve symptoms, improve quality of life, and support their families to make the most of every precious moment, during life, through bereavement and beyond.

Our aim is to support every one of the thousands of babies, children and young people in the East Midlands, with a terminal or serious illness. To do this we've made it easier to access our services - wherever families are in our region. So, as well as providing end-of-life, short break care and bereavement support at our hospice, we also offer care and support at the point of need. Whether at our Lark Rise hospice, in the community, in hospital, or at home.

Simply put, we're here to brighten short lives, and support families, wherever they are.