Supporter Experience Assistant

Are you a super-friendly, super-organised passionate fundraiser? Join our dynamic, fast-paced fundraising team in a supporter-facing role where no two days are ever the same.

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Contract Full time Salary £21,000 Holiday 28 days + bank holidays Location Old Street, London Start date ASAP Application deadline 30/10/2019 - but if we find the right person before this date, we will hire them, so apply fast! Contact

The role are looking for a bright, efficient communicator to take our supporter experience to the next level. You’ll be the face of our charity for supporters old and new, with the opportunity to lead on some of our successful fundraising activities and new projects. is made up of a huge family of supporters who love what we do and how we do it, and we need someone to make sure they are getting that love back!

We need someone to support these people, whether they are taking on one of 5-day cycle rides across Kenya, organising a 3-peaks challenge themselves, are a regular donor or simply make a one-off donation. You will be the first point of contact for many supporters and the role will involve giving fundraising advice, liasing with other team members to get the information they need, planning communications to all donors and finding new ways to engage people with the work that we do. 

As a core member of our small fundraising team, you’ll be the person responsible for taking care of individual supporters and enhancing their experience with the charity. This is a varied role, with some exciting responsibilities for the right person.

As a Supporter Experience Assistant, you will...

  • Thank people when they donate
  • Attend events and chat to people about the charity
  • Answer the phone whenever it rings
  • Answer general emails, and/or ensure they are answered by the right person from our team
  • Provide basic website support for people making donations or using our fundraising pages
  • Provide supporters and donors with the information they need about the charity and encourage them to raise more money
  • Work with our Comms Manager to plan communications to go to our supporters and think of new and interesting ways to engage them.
  • Organise and run community fundraising/supporter events, in collaboration with the rest of our small fundraising team.
  • Maintain contact records in the database and keep them up to date.
  • Support on other fundraising activities with supporter engagement activities - eg sending out packs and giving phone calls to riders taking part in our Ride Africa cycle ride.
  • Design and deliver annual fundraising campaigns such as our Harvest festival appeal.
  • Provide logistical/admin support with large fundraising events.
  • Like everyone in  our small and passionate team, you’ll muck in when you need to! You’ll load stuff into vans and you might work the occasional weekend day or evening when we have an event. You might fly to Berlin for the weekend to manage volunteers at a music festival, or stay a bit late eating pizza and painting the office because it has to be done by tomorrow. 

About you

  • You are emotionally intelligent and have a natural communication style that is easily adapted to suit the situation.
  • You will be brave and willing to throw yourself into new situations, whether that’s picking up the phone to call a donor you don't know for a chat or project managing an event. 
  • You have the organisational skills and attention to detail to hold nuanced relationships with multiple supporters at any one time.
  • You are a confident networker who can communicate well with other people, ranging from students to Chief Executives. 
  • You will be someone who can keep contacts warm and engage people – making them fall in love with is part of your role!
  • You are the kind of person that is excited by a day that could include everything from thanking donors; taking supporter packs to the post office; chatting to a rider on the phone; taking cheques to the bank; and speaking to our biggest fundraisers.
  • You are someone who wants to have an impact, who likes to throw themselves into something. There is no room for someone who looks forward to 5pm arriving so they can leave. 

You'll be really good at

1. Communication skills

This role is external facing - you will spend a lot of your time with people or on the phone. We need someone in our team who is able to communicate clearly and passionately about what we do, to read and understand the people they meet. The confidence to pick up the phone and speak to a huge range of people is vital. 

2. Organisation

Keeping track of the conversations you’ve had and remembering who people are will be key. You will need to be able to maintain contact records and reply to emails and calls in a timely manner. You will be able to keep track of communication plans and supporter journeys and convert people from one-off donors to lifetime supporters. You will be in charge of managing your own fundraising projects, with the support of your team, and you will be expected to set and manage your own deadlines for these.

3. Self Direction

You will have the support of the whole team behind you, because that’s how we work at There are also some pretty amazing trustees and volunteers with fundraising and business experience who will be on hand to help. However, we are a small charity and there’s a huge amount to do. This means we need someone who is able to work proactively and under their own initiative, someone who thrives on the chance to prove what they can really do. 

Applying for the role

Required experience

Obviously, we’d love you to have experience in all sorts of areas of fundraising, donor support and relationship management, but we know you won’t have all of those. This is a role for someone starting their career and who is serious about making fundraising what they are really good at. If you are driven, capable, smart and can explain why you could do this job really well then we will consider you. 

We would expect anyone applying for this role to have some experience of voluntary charity fundraising - if you’ve held a charity jumble sale or run a sponsored half marathon - tell us about it! If you have completed or are in the process of competing Utopy’s Charity Fast-Track course, that will also be an advantage.

Application guidance

We do want to see your CV, but we also want a cover letter that explains why you will be really good at the job. Focus less on your passion for the cause, and more on how your skills and experience will retain supporters, create more and help increase our income - because that’s how we’ll impact the lives of children most. Tell us what you like about what we do; or what you think we should be doing; or why we should entrust you to hold the relationships with our most important people. Give us a flavour of what having you as part of the team will be like. 

Please note that this position is based in London - to apply you need to have the legal right to work in the UK.

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Why work for

Be on the cutting edge do what works. That means we innovate often and react fast to new information and trends, ensuring we're always doing what will help us have the very best long-term sustainable impact in the lives of the children we're here to support.

Feel your impact

Our small team means you'll have a clear insight into everything we do, from designing our website to funding our projects in the field. If you don't like feeling like a small cog in a big machine, is for you.


The team make our own opportunities. is the kind of place where driven employees can go from interning to launching and managing fundraising events worth tens of thousands of pounds, within months. If you're innovative and ambitious, we'll help you bite off more than you think you can chew.

Love your job

We love dramatic Spotify work music, animated gif memos and fancy dress Fridays. We love Kinder Surprise meetings and wearing t-shirts on our days off. We love post-work pina coladas and the sound of rain. We smile when we get to the office in the morning. If you think you might love some or all of these things, you'll love working at