Supporter Services Engagement Coordinator

Supporter Services Engagement Coordinator

£32,569 pa + benefits

Agile - London Office/Home, SE5 8FJ, United Kingdom

Help deliver individual moments that matter

We are looking for a Supporter Services Engagement Coordinator to deliver an excellent supporter experience by coordinating communications, monitoring service levels and supporting key operational processes, including regular giving and donations.

Acting as a vital link between supporters and the organisation, you will help keep work moving, spot where pressure is building and support the team to respond well when demand changes. You'll lead by example, supporting processing or supporter communications when needed to provide a great experience and recognise the individual moments that matter.

This role is based at our modern office in Denmark Hill, South London, a short walk from Denmark Hill station, with excellent transport links, nearby amenities and an on-site café.

Who we are

We are The Salvation Army's Supporter Services team, part of a high-performing Fundraising Department.

Often the first point of contact for supporters, we take pride in offering a warm, personal and caring service.

Every enquiry, donation or concern is an opportunity to make someone feel informed, valued and appreciated.

We focus on the detail and the human interaction behind each contact.

Working with teams across Fundraising and the wider organisation, we help supporters receive the excellent care and recognition they deserve while supporting processes that generate vital income for our mission.

Could this be you?

We're looking for someone organised, practical and confident in a busy team where priorities can change.

You'll bring empathy, judgement and attention to detail, helping the team maintain consistent service and positive supporter outcomes.

You will proactively identify priorities, support colleagues during busy periods and help the team adapt to changing demands. Whether responding to enquiries, coordinating activity or improving processes, you'll help ensure every supporter feels valued, informed and appreciated.

The Successful Candidate

You may have experience in supporter or customer services, fundraising operations or administration. Most importantly, you will communicate clearly, understand process, build positive relationships and be motivated by helping supporters receive the care, accuracy and responsiveness they deserve.

You will also bring:

• Strong organisational skills and the ability to manage competing priorities.
• Excellent communication skills, with the confidence to engage effectively with supporters and colleagues.
• A strong attention to detail, particularly when handling donations, regular giving and supporter data.
• A collaborative approach, with the ability to build positive relationships across teams.
• A continuous improvement mindset, identifying opportunities to enhance processes and service delivery.
• A genuine commitment to outstanding supporter experience.

Key responsibilities

• Deliver a high-quality supporter experience, ensuring enquiries are handled professionally, accurately and within agreed service standards.
• Coordinate supporter communications across telephone, email and written correspondence, ensuring every interaction is warm, engaging and responsive.
• Support the administration and processing of donations, regular giving, Gift Aid and other fundraising activity, maintaining accuracy and confidentiality.
• Build positive supporter relationships, respond to enquiries, resolve issues and ensure supporters feel valued and appreciated.
• Monitor service levels and workload trends, helping the team respond effectively to changing demands.
• Work collaboratively with colleagues across the Fundraising Department and wider organisation.
• Help improve processes to enhance efficiency and supporter service.
• Support the smooth running of operational activities and contribute to the achievement of team objectives.

Our offer

In return, you'll join a supportive team where your contribution helps deliver meaningful supporter care and supports the mission of The Salvation Army.

In order to complete your application please download and read the job profile and any other attachments. In the job profile you will find the criteria required for the role please make sure that you address this in your supporting statement as this forms the basis of our shortlisting.

Appointment will be subject to satisfactory references and evidence of your Right to Work in the UK in line

with Home Office requirements. As we are not a licensed sponsor, applicants must already have the right to work in the UK. Details on how to prove your Right to Work can be found on the Government website.

Promoting equality in the workplace and as a disability confident leader scheme employer, we guarantee to interview all disabled applicants who meet all the minimum essential criteria for the vacancy.

Please refrain from solely relying on AI tools to complete your application, we want to see how you convey your transferable skills.

Benefits:

25 days annual leave + bank holidays (pro rata for part-time) a contributory pension scheme; an employee assistance programme

Closing date: Tuesday 15th September 2026. We reserve the right to close this advert earlier if we feel that we have received sufficient applications.