Please note this is a hybrid role based on the successful candidate working two days a week in our London office (ideally Thursday and one other day). Remote contracts would not be considered for this role.

​​Comic Relief reserves the right to close the role early if a large number of applications are received.

PURPOSE OF JOB: 

As Supporter Experience Associate, you’ll be a friendly face, listening ear and first responder for Comic Relief supporters and the general public.     You’ll help to design, optimise and deliver exceptional supporter stewardship and personalised supporter experiences making every interaction with Comic Relief memorable and joyful. You’ll handle a wide range of enquiries, answering and making phone calls, responding to and writing letters and emails and monitoring and interacting on our social media accounts and fundraising platforms, keeping abreast of public sentiment and actively engaging with the general public and our supporters with empathy, professionalism and enthusiasm to build relationships and inspire support for our work.   

You will play a vital role in bringing our supporters to life within the organisation, amplifying their voice and representing their needs by sharing insights, data and stories that showcase their passion and commitment.  Your contributions will inform audience and product strategies, ensuring that our campaigns resonate with the people who support us, keeping Comic Relief connected to the motivations of our audience. 

Operating at the heart of Comic Relief's mission to inspire people to help others, you will ensure that Comic Relief inspires and mobilises the public in support of our mission. 

Key responsibilities 

• Be an active user of our query management system (Freshdesk); our Customer Relationship Management system (Salesforce) and other data platforms to log and categorise inbound interactions accurately enabling detailed reporting, analysis and insight gathering. 

• Track and report on fundraising progress and keep supporter records up to date, acting as a team CRM ‘champion’. 

• Work with external agencies to ensure consistent supporter experiences and stewardship approaches.  

• Day to day responsibility for specified external facing inboxes responding to enquiries (via email, phone, post and voicemails) regarding all aspects of our work (including handling and responding to sensitive, safeguarding or complex queries, identifying fraudulent activity) in line with relevant internal policies and procedures and within agreed timeframes.  

• Monitor and steward Schools, Youth and Community fundraisers across all platforms (i.e. phone, email, in person events, JustGiving and social media channels), building impactful relationships to foster engagement, maximise fundraising and increase retention.  

• Support the Schools, Youth & Community team to identify, collate and showcase inspiring fundraising case studies, including seeking supporter consents for use in fundraising materials, editorial and supporter appreciation initiatives.  

• Work with the Schools, Youth & Community team to administer the Fundraising Agreement process with fundraisers to ensure legal compliance. 

• Work with supporters and the finance team to manage, track and report on fundraising donations including accurately logging BACS / pay in requests from schools and organisations, working with the Finance Team to ensure these are reconciled and accounted for efficiently.  

• Be responsible for and take part in wider thanking processes and initiatives. 

• Represent the charity and attend fundraising and stewardship events. 

• During campaign periods, assist onboarding and training of campaign Assistant(s). 

• Play an active part in the development and delivery of annual plans and budgets. 

• Keep abreast of the Fundraising and Customer Experience marketplace to identify opportunities to enhance Comic Relief’s supporter experience. 

• Work closely with and support the Fundraising & Communications Team Associate to support Departmental initiatives; provide administration support to the Director and Heads of team and proactively contribute to improved ways of working and communication initiatives, engaging with the wider Fundraising & Communications team, and other internal teams to ensure smooth lines of communication across the organisation.  

Person specification: 

Essential criteria: 

• Excellent written and verbal communication skills; able to build rapport, create compelling content and engage with diverse audiences. 

• Proven experience of delivering high-quality fundraiser/customer support and building effective relationships quickly. 

• Strong organisational skills with experience managing multiple projects, administration, and deadlines. 

• Great attention to detail with experience producing consistently accurate, fit-for-purpose work. 

• Able to work collaboratively and individually, with a proactive, solution-focused approach. 

• Adaptability and willingness to learn in a fast-paced environment. 

• Risk-aware, with sound ability on when to escalate issues. 

• Experience of using enquiry software, databases and technologies for accurate record-keeping. 

• Able to work longer/out of hours on occasion.  

Desirable criteria: 

• Experience in high-volume public, supporter, or customer-facing environments. 

• Knowledge of fundraising, safeguarding, General Data Protection and Gift Aid regulations. 

• Experience supporting fundraising activities and campaigns. 

• Experience with query and community management tools (e.g. FreshDesk, Sprout). 

• Experience with fundraising platforms (e.g. JustGiving) and email tools (e.g. Salesforce Marketing Cloud). 

• Experience using Salesforce. 

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.