We’re looking for someone who can demonstrate most of the following. If you don’t meet every point, please don’t rule yourself out — we value potential and transferable skills. Experience in a customer‑focused or service‑delivery environment (any sector welcome) Ability to clearly and confidently communicate across different channels Confidence handling complaints or complex enquiries Ability to analyse information and use it to improve processes A calm, thoughtful and collaborative approach Good organisational skills and the ability to manage competing priorities Comfortable using IT systems, including Microsoft Office and CRM databases An understanding of data protection principles An interest in the work and purpose of the National Trust (or a willingness to learn) Supporter Relations OfficerYou’ll be joining a collaborative and purpose-led team within Supporter Services, working closely with colleagues across Membership, Holidays, Communications, Digital, and other specialist teams. We encourage curiosity, shared learning, and continuous improvement, with a strong emphasis on delivering a welcoming and inclusive experience for all. We work together to solve problems, share insights, and support one another in managing a diverse range of supporter needs, ensuring that every perspective is valued and respected. Your contractual location will be our head office in Swindon and there will be an expectation for you to attend the office. We work with suppliers based in Exeter and Liverpool so some travel may be required to these locations from time to time, as well as time spent at National Trust locations. There is flexibility on where you are based at other times. You will be required to work at a National Trust location for 40-60% of your working week. This will be discussed in more detail at interview.Managing escalated complaints and complex enquiries forms a key part of your role, ensuring each interaction is handled efficiently, fairly, and in line with organisational policies and tone of voice. Acting as a central point of expertise, you’ll support colleagues with complaint handling while maintaining consistent standards across teams. You’ll use insights drawn from data analysis to help drive improvements, working collaboratively with stakeholders to reduce recurring issues and develop guidance and training. Accurate record-keeping, compliance with data protection requirements, and careful handling of sensitive information remain integral throughout. You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.• Substantial pension scheme of up to 10% basic salary• Free entry to National Trust places for you, a guest and your children (under 18)• Rental deposit loan scheme• Season ticket loan• EV car lease scheme (for roles that meet the salary criteria)• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.• Flexible working whenever possible• Employee assistance programme• Free parking at most Trust places Click here to find out more about the benefits we offer to support you. Closing Date: 31 May 2026 Interview Dates: 8, 9 & 12 June 2026To apply for this vacancy simply click the 'apply' button in the top right hand side of the page.If you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at recruitmentenquiries@nationaltrust.org.ukIf you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at adjustments@nationaltrustjobs.org.uk and we'll support you as best as we can. For examples of how, please see our supporting you page.Equal Opportunities Statement The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here. Safeguarding Statement The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early. 175869IRC175869SwindonPermanent f/t (37.5 hrs pw)Ends: May 31st We’re looking for a Supporter Relations Officer to play a vital role in delivering outstanding service and strengthening relationships with supporters, members, and visitors. You’ll focus on responding to complex queries and complaints with professionalism, empathy, and a solutions-focused mindset, acting as a trusted expert across the organisation enhancing supporter experiences. This is an opportunity to make a real impact by shaping how people feel about their interactions and helping to build lasting engagement.Heelis, Kemble Drive, Swindon, SN2 2NACompliance.Eligibility to Work in the UK30,966 pa