The Brain Tumour Charity is leading the way in research, support, and advocacy for everyone affect by brain tumours. Our mission is simple but urgent: to accelerate a cure for brain tumours and improve life for everyone affected by this devastating disease.

Championing supporter care across The Charity, you will lead on guaranteeing a high quality experience for our donors and supporters through their journey with us. Everything the team does is about ensuring CX excellence, from handling first communications and processing income, through to ensuring that an appropriate ‘thank you’ is received.

Responsible for a small team of both Central Operations and Supporter Care experts you’ll ensure that our community are placed at the centre of all we do. Working with Fundraising, Finance and Marketing you’ll ensure the smooth running of our campaigns and income reconciliation, implementing the workflows to get the right data into the CRM, acting as the central point between them and our technical teams (Website, Journeys, Finance and IT).

📍Location: While contracted to our office in Fleet, Hampshire, our team supports a blend of office and home working provided you have adequate broadband and IT capability, with an average of 2-3 days in the office each week.

⏰Working hours: This role is 37.5 hours per week, with some out of hours working.

💰Benchmarked salary: c.£45,500 (dependent on level)

Please note this role is covering parental leave for a 14 month fixed term contract.

With boundless energy, passion and enthusiasm, you are the positive and welcoming face of the Charity, inspiring and motivating our supporters and encouraging their ongoing participation. You’ll work tirelessly to ensure that they receive the best possible service and see themselves as an integral part of our community.

You’ll have proven experience of working in a busy Supporter Care or customer-focused role, as well as being a people manager, with a good understanding of the fundraising environment. You’ll need a strong understanding of our systems, processes, fundraising options and services. You’ll also be responsible for inspiring excellent supporter care across the Charity, ensuring that our community is placed at the centre of all we do

• With the support of the Head of CX, provide an exemplary core Supporter Care and Central Operations function, meeting agreed SLAs to maximise supporter engagement, stewardship and accurate income processing
• Oversee accurate daily and monthly bank reconciliation, working closely with the Finance and Fundraising teams
• Support initiatives to maximise engagement by calling supporters e.g. to welcome them to The Charity and to talk to them about Gift Aid
• Work with the Head of the CX team to create monthly reports to evidence progress and adherence to the team SLAs
• Manage complaints and assist other teams in responding to complaints, ensuring robust recording in the CRM
• Lead on new supporter care projects and activities
• Regularly review fundraising and complaint policies, updating documentation and processes as needed e.g. vulnerable persons policy
• Provide supporter care ‘consultancy’ for other teams and promote supporter care excellence
• Keep up to date on current fundraising regulations and legislation; share knowledge and best practice with the wider team
• Lead on planning, implementing and documenting team processes, striving to automate and improve wherever possible
• Facilitate and provide training to members of the team as required
• Support regular reviews of Gift Aid and ensure Gift Aid claims and income are maximised, working closely with the Finance team
• Identify volunteer opportunities and manage team volunteers, acting as a Volunteer Champion for the team

We encourage you to apply to the role even if you do not meet all of the criteria.

Experience:

• 3-5 years working in a charity, ideally within a fundraising team, or in a customer-facing role, particularly on the phone
• Min. 2 years’ experience of outbound fundraising or engagement calling, including script planning and campaign development
• Line management experience
• Extensive experience communicating and managing projects with many stakeholders
• Experience of using a CRM system (Ideally Salesforce) with understanding of data management and process management
• Proven experience working as part of a team and are able to demonstrate effective collaboration across teams
  

Knowledge, Skills & Abilities:

• Excellent communicator - written, oral and interpersonal
• Excellent attention to detail and accuracy
• Highly organised with a proactive approach, able to manage a varied workload and prioritise competing demands
• Strong decision making skills
• Strong project management skills, this should include experience of juggling multiple pieces of work and working to deadlines in a fast paced environment
• Tenacious problem solver, motivated to investigate and resolve supporter issues
• Team player with the willingness to work flexibly in response to the emerging needs of The Charity
• Good understanding of fundraising principles and practice
• Knowledge of budgets and cost-effective fundraising
• Sensitivity and tact in dealing with those who have been affected by a brain tumour
• Discreet and confidential in relation to both financial and personal records
• To coordinate and support volunteers within your team – managing volunteer tasks and day to day communication, providing training, support and guidance and fostering strong relationships to ensure a positive volunteer experience
  

*Please note that the responsibilities listed are not exhaustive and this job description may be subject to change as the role evolves over time.

You’ll be joining a collaborative, bold and innovative team of individuals who put our community first and are connected by a passion to make a real difference. 

🏆Our amazing benefits: 

The Brain Tumour Charity is committed to promoting diversity and inclusion in all aspects of our organisation. We particularly welcome applications from individuals belonging to minority ethnic groups, LGBTQ+ communities, people with disabilities, and other underrepresented communities. 

We strive to create a workplace that celebrates diversity and provides equal opportunities for all candidates and we encourage all individuals to apply even if they don’t meet all the criteria.

Whilst we'd love to have you on board, we want to be upfront as we’d hate to waste your time applying for a role where we can’t take you on. At the moment, we're unable to offer visa sponsorship for any of our positions. We're currently seeking candidates who are already authorised to work in the UK without the need for sponsorship, who can remain on a permanent basis.

Please apply by clicking the red ‘join our team’ button, attaching your CV and a covering letter explaining why you want the role, what you would bring to the team and how your skillset and experience will enable us to make a real impact for those affected by brain tumours. We'd like to encourage you not to use AI to write your cover letter as we want to get to know you, the real you!

We are keen to ensure that our recruitment process is inclusive so if you’d find it beneficial to submit your application in a different format, please drop us a line at careers@thebraintumourcharity.org.

Advert close date: 31st August 2025

First interview date and location: 9th September over Teams

Second interview date and location: 15th September at our office in Fleet

The post holder will also; 

• Contribute to achieving the objectives of The Brain Tumour Charity
• Live and breathe our values by being bold, collaborative and innovative, with a community-first approach to everything you do
• Undertake any additional and ad hoc tasks as required 
• Participate in team meetings and other meetings as required 
• Monitor and evaluate activities and provide written reports 
• Represent The Charity at external events in a professional manner 
• Work within an equal opportunities framework 
• Adhere to all The Charity’s policies, procedures and working 
• Ensure all records are held in compliance with GDPR, The Fundraising Regulator Code of Practice and The Brain Tumour Charity policies.

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