Senior Supporter Care Officer

The Brooke Hospital for Animals

Location – Central London, Leadenhall St (hybrid)

Salary – £32,465

Application Deadline – 14 September 2023

This is an exciting opportunity for an experienced Supporter Care or Customer Service professional to join our high performing Supporter Care Team at Brooke. You will co-ordinate the daily priorities for the Supporter Contact Team, take the lead on training, supporting the team on a day-to-day basis, and ensuring the team have up to date briefs and other information to ensure the continuous provision of the highest supporter care. You will engage with and steward both existing and potential supporters; always with a view to providing a first class donor experience whilst also seeking to retain and increase support of Brooke.

You will be joining a busy team, working very closely with your immediate colleagues, including in Donation and Fulfilment as well as the, Community Fundraising and Direct Marketing teams to ensure excellent Supporter Care provision at every touch point, for every supporter who interacts with us.


You will have significant experience of working within a Supporter Care or Customer Services team in a supervisory or team leader position, be able to communicate effectively with different audiences via a range of channels, and be able to demonstrate a passion for Brooke’s cause and talk confidently about our operational work. You will have demonstrable experience of motivating teams, and making independent decisions about own and team priorities.

You will need to multitask effectively, and remain calm and professional when dealing with complex queries and complaints, and support other team members to do so. You will be comfortable with working reactively to the changing demands within the team, as well as proactively planning ahead to ensure team resources are deployed efficiently, working closely with the Supporter Care and Fulfilment Manager.

You must be able to work independently and manage your own workload, as well as be a keen team player, contributing towards a positive team culture by engaging with and supporting others.

Interviews are likely to be held w/c 18th September 2023

How to apply

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