Overview
Join to apply for the Supporter Care Administrator role at Alzheimer's Research UK.
The Supporter Care team is often the first point of contact for supporters, potential donors and members of the public. The Supporter Care Administrator works alongside five other team Executives handling supporter enquiries, processing donations, and thanking supporters to ensure an excellent standard of customer care and to generate the maximum amount of income for dementia research. This role reports to the Senior Supporter Care Officer (SSCO) and ensures that the team delivers an efficient and first-class supporter experience for the charity. This role is known internally as Supporter Care Executive.
Responsibilities
* Main duties and responsibilities of the role
* Answering inbound telephone calls; responding to enquiries regarding marketing campaigns, donations, fundraising events and requests for materials.
* Managing email enquiries, either by responding or forwarding as necessary.
* Responding to written enquiries received in the post.
* Making outbound telephone calls to engage with supporters; thanking donors, obtaining Gift Aid declarations and reactivating lapsed donors.
* Recording feedback and assisting in the resolution of complaints.
* Championing high quality supporter care to ensure supporters and the public have an excellent experience when contacting the charity.
Donation processing, database and general administration
* Processing donations from telephone calls and mailings, with appropriate acknowledgements.
* In Memoriam giving: sending materials, processing donations and acknowledgements to donors, Funeral Directors and Next of Kin.
* Regular giving: processing new Direct Debit instructions and Standing Order payments, amending and cancelling gifts as necessary.
* Processing and acknowledging donations related to regional fundraising and sporting events.
* Ensuring the integrity of the database (currently Salesforce) by updating supporter details as required.
* Opening and batching incoming post; updating team procedures as required; archiving, scanning and filing documents.
What we are looking for
* Experience of working in a customer facing role.
* Experience of handling queries and complaints.
* Confidence with computers – good knowledge of Word, Excel, Outlook and CRM databases.
* Excellent written and spoken communication skills.
* Engaging and professional telephone manner.
* Ability to work with a high level of accuracy and attention to detail.
* Good organisational skills and the ability to prioritise workload.
* Professional and hard-working team player.
* Outgoing, enthusiastic and able to remain calm under pressure.
Additional Information
* Ways of working: Agile approach; approximately 2 days per week from the office, with flexibility to split time between home and office to meet business needs.
* Roles under Agile working are not able to claim mileage/travel costs, accommodation or meals for office attendance.
* Our Office: 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD.
* How to apply: Please create an online account using our Online Recruitment Platform on the Job Vacancies page, attach your CV and track your application.
* Closing date: 21st September 2025; interviews will be arranged after shortlisting. If you cannot attend a proposed interview date, indicate this in your covering letter.
* Equality, diversity and inclusion: We value diversity and are committed to creating an inclusive culture. Any offer of employment is subject to the right to work in the UK. We will handle your CV and application with confidentiality, and we encourage removal of personal information where possible in application questions. For adjustments at application or interview, contact recruitment@alzheimersresearchuk.org.
About Alzheimer’s Research UK
Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure. Today 1 in 2 people will be impacted by dementia, either personally or through caring for others. There has never been a more important time in dementia research, with promising drugs in trials and new diagnostic approaches.
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