Supporter Care Executive

Role summary

Supporter Care Executive is a full-time role at Make A Wish UK in Reading, England, United Kingdom (hybrid). Posted 2026-08-14. Experience level: 0-2. No degree required.

Job title

Supporter Care Executive

Company

Make A Wish UK

Location

Reading, England, United Kingdom

Work arrangement

hybrid

Employment type

full-time

Category

Software Engineering

Experience level

0-2

Degree required

No

Date posted

2026-08-14

Job description

Location: In line with contracts of employment all roles at Make-A-Wish are Reading based, however we operate a Hybrid working model and employees need to be comfortable travelling to Make-A Wish Reading on a daily basis or minimum of 3 days per week at their own expense.

Hours: 37 hours per week

Salary: £27,262.56

Contract Type: Permanent

Campaign Closes : 28th August 2026

Interviews: 3rd / 4th September 2026

On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis.

As part of our Supporter Care Team, you will play a key role in delivering an excellent experience for Make-A-Wish stakeholders. In this busy and varied role, you will be responsible for handling and resolving a wide range of stakeholder enquiries, accurately processing income and data, and ensuring supporters are thanked and stewarded in a magical, timely and consistent way. You will also support the effective delivery of materials, fulfilment and wider administrative processes that enable the organisation to run smoothly.

Essential Criteria

Experience of working in a customer service or supporter-facing role, handling a range of enquiries including some complex or sensitive queries

Experience of processing and accurately inputting data, ideally in a CRM or fundraising database (Salesforce experience desirable)

Experience of processing financial transactions or income, with an understanding of the importance of accuracy and timeliness

Knowledge of Gift Aid and experience of recording declarations

Knowledge of or experience using online fundraising platforms (e.g. JustGiving, Enthuse)

Good organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment

Strong written and verbal communication skills, able to adapt tone and approach for different audiences

Confident using IT systems including MS Office (Word, Excel, Outlook)

High level of accuracy and attention to detail

Ability to use initiative to solve problems within agreed processes, escalating when needed

Ability to work effectively as part of a team and build positive working relationships with colleagues across the organisation

Desirable Criteria

Experience working or volunteering in a charity or not-for-profit organisation

Experience using Salesforce CRM

Experience supporting income reconciliation or financial processes

Knowledge of data protection principles and GDPR when handling personal and financial data

Skills, knowledge and behaviours required for this role Professional, empathetic and approachable manner when communicating with stakeholders

Flexible and open to change, with a positive and proactive approach

Demonstrates Make-A-Wish values — Be Magical, Be Inclusive and Be Inspiring — and is committed to acting as part of a team

Actively listens to and respects different perspectives, embedding the principles of Equality, Diversity and Inclusion within the role

Guided by the needs of the wish child in all decisions and actions

Willing to support colleagues and organisational priorities as needed (for example, answering phones during busy periods or supporting cross-organisational activities)

Stakeholder care and stewardship

Be the first point of contact for a wide range of stakeholder groups (supporters, volunteers, wish families and the public) via phone, post, email, social media and shared inboxes

Handle more complex enquiries and complaints, providing timely, professional and values-led responses, and escalating where needed

Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement

Ensure all stakeholders are thanked for their contributions in a courteous and sensitive manner, with a focus on surprise and delight, or pass to the relevant team to acknowledge where appropriate

Monitor and respond to incoming queries on social media channels, resolving or signposting in line with agreed timescales and tone of voice

Income processing and data management

Process and code all fundraising income from multiple sources into the fundraising database (Salesforce), ensuring accuracy and timeliness, and meeting all legal requirements

Investigate and resolve income coding queries, including re-coding and reconciliation problem-solving

Support the income reconciliation process with the Finance team, ensuring accurate allocation and reporting

Maximise Gift Aid claims, ensuring declarations are recorded accurately and following up on missing or incomplete information

Onboard and process donor and other stakeholder data from a wide range of external sources, ensuring secure transfer and compliance with data protection regulations

Maintain accurate and consistent stakeholder records on the database, including contact details, mailing preferences and Gift Aid declarations

Support the processing, coding and import of online registrations and fundraising pages from external platforms

Operational and administrative support

Manage and co-ordinate fulfilment processes (internal and via agencies), including welcome packs, cancelled donor processes and ad-hoc campaigns

Support stock control and ordering of materials used by the team

Work collaboratively across the team, providing flexible support and cover for colleagues where required to ensure continuity of service and effective delivery of team objectives.

Support the opening, logging and allocation of all incoming mail received at the office, including post, letters, parcels, courier deliveries and other correspondence

Provide wider administrative, data, office and building support to the organisation as required, helping to ensure the smooth and efficient running of office operations and facilities.

As a Make-A-Wish colleague, you will also ne