We are seeking a Supporter Services Administrator to join World Horse Welfare's Fundraising Supporter Services team based at our Head Office in Snetterton, Norfolk on a 12 month fixed-term basis, working 40 hours per week Monday to Friday 8.30am to 5pm.
This role is key in providing excellent customer service to the charity s supporters, processing all charity income efficiently, and maintaining the supporter database to the highest standards.
KEY RESPONSIBILITIES
Supporter Care & Communication
* Provide high quality customer care across all channels, including telephone orders, donations, membership and general enquiries.
* Answer all supporter queries professionally and within agreed timeframes.
* Ensure supporters receive the correct communications in response to their donations.
* Produce timely and accurate thank you letters.
Income Processing & Administration
* Browse, create, amend and allocate payments to supporter records using data processing systems.
* Reconcile income with daily income sheets.
* Allocate income and produce daily income reports.
* Take Direct Debits over the telephone in line with DD Scheme legal requirements.
* Administer all charity income paid by Direct Debit.
* Process payments received from third party agencies (e.g., JustGiving).
Database & Record Management
* Create and maintain accurate supporter records on the charity s CRM system.
* Liaise across the charity to ensure all agreed stakeholders are administered effectively and efficiently.
Fundraising Support
* Assist the fundraising team with administration and fulfilment of supporter products, including merchandise sales and the individual giving programme.
General Administration
* Sort and open Head Office post in line with service level agreements and standard operating procedures.
* Undertake other tasks as directed by the Senior Supporter Services Officer.
Health & Safety Responsibilities
* Comply with World Horse Welfare policies to ensure risks in the working environment are minimised.
* Raise any health and safety concerns with your Line Manager or the charity s Health & Safety Advisor.
PERSON SPECIFICATION
Experience & Knowledge
Essential:
* Experience in data entry and administration.
* Proven customer service experience, including handling enquiries and resolving issues.
* Good understanding of database functionality.
* Computer literate with working knowledge of Microsoft Office (Word, Excel, Outlook).
Desirable:
* Working knowledge of mail order systems.
* Telephone sales experience.
* Experience using a charity fundraising CRM system.
Skills & Abilities
Essential:
* Strong telephone manner with a professional, approachable communication style.
* Highly proficient keyboard skills with strong accuracy.
* High attention to detail with a focus on accuracy and quality.
* Excellent verbal and written communication skills.
* Confident communicating with people at all levels.
* Effective at prioritising workload and managing multiple tasks.
* Flexible and adaptable approach to work.
* Ability to work both independently and as part of a team.
* Able to work well under pressure and consistently meet deadlines.
Desirable:
* Understanding of the function of a fundraising database.
Apply today
Please provide a CV and a covering letter explaining your relevant experience and why you re interested in this role.
Closing date: Sunday 14th June 2026