Supporter Care Executive

Full time position (37.5 hours)

Salary circa £17,000

Are you a skilled experienced administrator looking for a new challenge?

Are you passionate about people?

Do you want to work alongside a dedicated and professional team of income generators?

Butterwick Hospice Care was founded 36 years ago by the incredibly inspirational Mary Butterwick OBE. Providing a holistic service to adults, children and babies, the organisation supports patients with palliative and progressive diagnoses as well as their families and loved ones.

Butterwick Hospice Care is entering an exciting period of development as we work towards growing our services to meet the challenging needs of a modern community; we are excited to welcome new faces to the organisation who will bring innovative ideas and lots of energy

Working within a driven and energetic team, you will be responsible for supporting individuals, businesses, and local community groups as they raise funds for Butterwick Hospice Care. You will provide administration support including managing financial data, supporter enquiries and donations.  You will demonstrate professionalism, flexibility, excellent customer service and communication skills, as well as operating with honesty and integrity in all endeavours.

The successful candidate will have a desire to make a real and tangible difference to people across our local area.


  • Company pension membership
  • 35 days pro rata holiday (Including Bank Holidays)
  • On site café and limited free parking.

Closing Date:28 /10/2020

To discuss the post further or to arrange an informal visit please contact Ann-Marie Sawdon on 01642 628930.

For full details and to apply online please visit alternatively contact HR Department –Tele :01642 607742 for an application pack.

Shortlisted candidates will be contacted within 10 days of close of application.

Job Purpose

This role will provide administration support for our busy Business Development team. This involves managing financial data, supporter enquiries and donations for fundraising appeals and campaigns, as well as our own and third party fundraising events.

The role’s main purpose is to ensure large scale accurate financial and personal data entry and extraction from our database, Donorflex, and to provide excellent written and verbal communication to our supporters, volunteers and internal and external stakeholders.

As the role provides varied administrative duties, the post holder is expected to manage a number of ongoing activities simultaneously, resolving issues as they arise by communicating effectively and efficiently with colleagues across the charity.

The post holder will also be expected to coordinate community-based activities in order to support the team to deliver against budgets and targets.

Key Role Responsibilities 

Create and/or amend supporter records on the database accurately and to agreed standards, ensuring supporter data is managed securely and effectively at all times.

Import and export supporter and financial data accurately and to agreed timescales.

Act as a key central contact for supporters. The post holder will manage enquiries by providing direct assistance and support across the full range of activities undertaken by Butterwick Hospice Care.

Taking donations for fundraising appeals, campaigns and events in person, by phone or web.

Provide support for internal colleagues, particularly those in Business Development and Finance.

Support and contribute towards meeting departmental budgets.

Coordinate community driven activities alongside the wider team.

Answer queries on income, campaign, appeal and event income including running reports and looking up paperwork records.

Ensure all website and merchandise orders are accurately added to the database, and fulfilled.

Effectively manage our income processing systems and procedures, which include:

  • Receiving income information from finance and walk in cash handling in accordance with policies and procedures.
  • Manage the recording and importing of income from third party service providers including Just Giving, Virgin Money Giving, Web, CAF and any other automated bank transfers to agreed timescales.
  • Handle and escalate supporter fundraising enquiries and issues by post, telephone and email
  • Accurately record  transactions, informing finance as required.
  • Utilising additional database plugins such as MailChimp as required.

Develop, amend and issue communications, acknowledgements and thank you letters/emails to supporters, checking to ensure they are accurate and consistent in tone and message.

Manage Payroll Giving and paper/electronic Direct Debit fundraising mandates as required, recording these accurately on the database and forwarding to relevant teams for further action.

Work with the Business Development Manager and other team members in the development of solutions and addressing existing issues.

Provide general administrative assistance in support of the smooth running of the Supporter Care Team

Lead or support projects and activities, as required by the Business Development Manager and Head of Business Development

Ensure that all work is carried out in line with Butterwick Hospice Care policies and procedures, as well as complying with and supporting the work of External Audit.

Organise and manage volunteers to carry out various functions.

Contribute to the fundraising and marketing plans, ensuring income targets are met and that Butterwick Hospice Care’s profile can grow.

Be a team player to support all members of staff to work towards one shared goal, sharing best practice, ideas and knowledge.

Work flexibly to meet the needs of the business and support changes where the service demands.

Apply good housekeeping principles in order to contribute to reducing unnecessary expenditure.

Responsibilities of All Staff

All staff must safeguard the integrity, confidentiality and availability of sensitive information at all times, this includes information relating to patients, individual staff records, colleagues and contracts.  Employees of the Organisation are required to comply with the Organisation’s Principles of Data Protection and Quality.

All staff are required to understand and comply with all relevant policies, both organisation-wide and departmental, and carry out duties in accordance with Butterwick Hospice Care’s Code of Conduct, NMC, CQC, fundraising information and financial standards and current legislation

All staff are required to take responsibility for attending statutory and mandatory training, and identify their training and development needs.

All staff must take responsibility for managing their own health, safety and wellbeing in accordance with departmental policy and legislation.

All staff will adhere to and follow good infection control practices and other related policies and guidelines.

All staff have a statutory duty to safeguard children and vulnerable adults during the course of their duties and promote the welfare of children and young people.  Employees must be aware of what to do if they have any concerns.

All staff will undergo an annual performance assessment and agree a personal development plan which will ensure that the objectives of the employee, department and organisation are achieved

All staff are personally accountable for improving and maintaining their own knowledge and competence.

All staff will be aware of and support the working practices of any volunteers assisting with daily workload.

Standards of Business Conduct

The post holder will be required to comply with the Company’s Standing Orders and Standing Financial Instructions and, at all times, deal honestly with Butterwick Hospice Care, with colleagues and all those who have dealing with the Company including clients, patients, service users and other suppliers and stakeholders.