This role is offered on a hybrid contract giving you the opportunity to also work from home three days a week.

Purpose of Role

As the primary contact point for supporters, prospective supporters and the general public, the Supporter Services Assistant’s role is to effectively respond to interactions and enquiries from the public using multiple communication channels (phone, email and post). Through taking responsibility and ownership of each request for information and connecting these interactions across Comic Relief, the Supporter Services Assistant provides expert knowledge, personalised advice, and resolution on all aspects of Comic Relief’s work.  

Key responsibilities:  

Supporter Engagement 

• Effectively respond to enquiries (email, phone, post, social media and voicemails) from the public regarding all aspects of Comic Relief’s work and specifically relating to the Red Nose Day campaigns within Comic Relief’s agreed timeframe to respond. 

• Accurately capture supporter data in CRM in accordance with GDPR and log all emails responded to within internal database. 

• Actively nurture relationships and steward supporters throughout their fundraising journeys   

• Identify existing and potential High Value supporters as well as inspiring fundraising stories to maximise our fundraising potential and provide supporters with the best supporter experience.  

• Support on thanking our supporters though multiple channels, including but not limited to post and emails.   

• Proactively identify and escalate emerging issues and matters of potential risk with the Supporter Services Supervisor as required. 

• Handle and respond to sensitive, safeguarding, or complex supporter queries accordingly and in line with relevant internal policies and procedures. 

• Ensure all members of the public receive an excellent standard of supporter care. 

Internal collaboration 

• Actively participate as a member of the Fundraising Team to champion the voice of Comic Relief’s supporters, sharing insights across the organisation and ensuring smooth lines of communication with other teams. 

• Collaborate with other team members to produce documentation to efficiently and effectively answer supporter enquiries, collating information provided by a range of stakeholders. 

• Accurately log BACS requests from schools and organisations, working with the Finance Team to ensure these are reconciled and accounted for efficiently. 

• Work closely with the members of the Supporter Services Team and the Finance Team to ensure finance queries such as refund requests and donation and VAT receipts are processed accurately and in a timely manner. 

Administrative Team Support  

• Work with other members of the team to implement processes and new ways of working for the Red Nose Day campaign period utilising the new CRM system. 

• Provide admin support to other members of the Supporter Services Team throughout the Red Nose Day period. 

• Support the wider Fundraising Team on ad hoc projects at peak times of activity. 

Person Specification

Essential skills and competencies: 

• Excellent customer services skills in both phone and email and ability to develop effective relationships with supporters. 

• Anticipates and responds to the needs of supporters appropriately, adapting content, style, and language to tailor responses. 

• Risk awareness and attention to detail. 

• Effective interpersonal skills. 

• Effective time management and planning skills. 

• Takes a solution focused approach to problem solving.  

Desirable skills and competencies:  

• Experience working in a team environment which directly services and engages with members of the public, supporters, or customers. 

• Experience of dealing with high volume contact from the public. 

• Knowledge of and practical usage of databases or customer relationship management systems and has used digital applications. 

• Safeguarding Awareness.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Comic Relief we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Why work at Comic Relief

There are lots of good reasons to join us at Comic Relief. You can read more about our employee benefits, such as our commitment to flexible and hybrid working. We ask staff to come to the office twice a week, normally on agreed team days, so that we can do all those things that are difficult to do online. Our office is based in Whitechapel, London, There are lots of opportunities to develop your skills and experience at Comic Relief, including opportunities to become a Mental Health First Aider or to participate in our Employee Network Groups that focus on making Comic Relief a more inclusive place to work

Disability Confident employer

As part of the Disability Confident scheme, we take positive action by providing first-round interviews to candidates who have a registered disability, provided they meet the minimum criteria for the role, as demonstrated on their CV or application scores. We ask that candidates that wish to be considered for this scheme email

Recruitment@comicrelief.com to discuss further. Please do not email CV's/cover letters.