Supporter Services Executive, UK
( Deadline:13th September 2026)
Job Description
About the role
The Supporter Services Executive will join our global supporter care & gift processing team. Our team is based all around the world: England, Scotland, Germany, Italy, Australia, Canada and Hong Kong. We speak to supporters from different countries and cultures, but who are united in their passion for the work we do to rescue, care for and give a voice to some of Asia’s most vulnerable animals.
As part of a busy, passionate and talented global team, you will need to meet our donors’ needs efficiently and promptly, maintain and update the fundraising database at all times and ensure that data is handled appropriately and in accordance with mandatory regulations across the markets we operate in.
You will be the main person responsible for our UK phone line and be the first point of contact for our many supporters. You will be working closely with the rest of the Supporter Care Team to ensure every interaction supporters have with our charity is a positive one and that they understand how integral they are to our mission.
You will communicate with supporters on our progress and ensure we utilise every opportunity for positive engagement. You’ll work with a wide range of people, efficiently gathering and providing information as well responding to whatever queries or situations may arise.
As a Supporter Services Executive, you will be working closely with our external fulfilment partners, ensuring that they deliver the high standard of service that we and our supporters expect. With them, you will provide a seamless, first-class end-to-end donor experience.
You’ll be well-organised, self-motivated and display a high level of accuracy, consistency and attention to detail and be comfortable working with supporters and colleagues across all of our markets and teams.
Supporter Care and Communications
Work collaboratively across a global Supporter Experience team to ensure supporter enquiries are handled to the highest standard, providing prompt, efficient, accurate responses in line with the charity’s messaging and service level expectations
Keep up to date with programme activities and news from across the organisation to ensure you can provide informed supporter communications and deal with supporter enquiries confidently, efficiently and consistently
Handle difficult or distressed supporters in a sensitive and skilled manner, displaying empathy and establishing rapport whilst balancing the needs of Animals Asia
Use agreed letter templates and produce bespoke responses as required
Coach and co-ordinate with external colleagues to deliver the Animals Asia magic through their work for us
Gift Processing & fulfilment coordination
Work closely and coordinate with colleagues in the Gift Processing team to ensure that donations are processed in a timely and efficient manner
Liaise with external partners to ensure that our gift processing is delivered to the highest and most efficient standards
Work with internal colleagues and external partners to ensure supporter queries are managed effectively and requests for materials to be mailed are fulfilled promptly
Generate ad hoc acknowledgements and receipts for all offline payment channels, including annual statements to regular donors
Process donations, online and offline, across all fundraising products
Administer the end-to-end recurring gift process
Ensure donations are processed on time and with accurate coding to track the source of fundraising income
Assist where required in the review and implementation of new payment channels to ensure smooth and accurate gift processing
Develop and maintain a good understanding of local payment channels and processes
Administration and financials
Ensure procedure manuals are updated in line with changes
Occasionally help to organise postal mailings
Proactively liaise with supporters to capture missing / incomplete donation and supporter information
Legal and compliance
Keep abreast of GDPR (UK and EU)
Ensure full participation in training when provided
Ensure that all processes are carried out in line with the mandatory regulations relevant to each country that we operate in and in line with training protocols
Database Management
Help to maintain donor records & data integrity
Accurately enter new data and amend existing data on the fundraising database following contact from supporters, and in line with Animals Asia’s policies and procedures
Ensure supporter interactions are recorded accurately and consistently
Ensure recurring gifts records are clear and neat on the fundraising database
Fundraising Support and Supporter Journey
Assist with the delivery of fundraising materials to supporters
Assist in acquiring and managing UK Gift Aid declaration from the donors to maximise income from Gift Aid
Train & supervise volunteers as required
Miscellaneous
Promote and advocate AAF to the general public
Actively participate in team meetings
Always keep the supporters and interests of Animals Asia at heart when dealing with supporters so as to develop and maintain positive long-lasting relationships
Person Specification
Qualifications, knowledge & skills required:
Excellent written and oral communication skills, with extensive experience communicating with a broad range of people
Demonstrable experience in a customer service role responding to a high level of enquiries via telephone and email with excellent interpersonal skills and telephone manner
Experience of working on a customer relationship database (experience with Blackbaud CRM - a NFP database - is highly valuable, but not essential)
Ability to understand and streamline processes and procedures
Proven high level organisational and time management skills, including ability to manage workflows and balance competing priorities
Understanding of working in a fundraising environment
Accuracy and excellent attention to detail
Demonstrable ability to respond effectively to challenges, to work effectively in a small, diverse and busy cross-functional team environment with minimal supervision
Highly organised, able to prioritise varied workloads and meet deadlines
Understanding of Data Protection (GDPR in UK & EU)
Understanding of animal welfare issues and conservation is desirable but not essential
Personal attributes required:
Innovative, flexible and resilient
Always acts professionally, with integrity and discretion
Excellent attention to detail
Well presented, articulate and polite
Genuine enjoyment of meeting and interacting with people and building relationships
Strong people skills with a high level of organisational awareness and ability to liaise with a broad and diverse range of stakeholders
Commitment to professionalism, discretion and confidentiality
Solution-focused with a creative approach to issues and a “can do” attitude
Be able to take on accountability and to take the lead while being a strong team player
Ability to display initiative, common sense and diplomacy
Thoughtful and considerate
Passionate about animals and animal welfare
Circumstances (essential):
Able to work efficiently and effectively from home without disruption
Able to connect to sustained, high quality internet connection from home
Able to be work occasional extended hours and weekends as required
Able to accommodate global meetings in the early morning or late evening (flexible working hours)
Conditions and Benefits
Place of work : Home based – anywhere in the United Kingdom.
Working hours : Full time – standard hours are 37.5 hours per week.
You will be required to work such additional hours as are necessary to fulfill your role which may include evenings and weekends. You will be expected to manage your hours, responsibilities and workload accordingly.
Reports to : Global Head of Supporter Care.
Manages : n/a.
Budget responsibility : n/a.
Probation : The appointment will be subject to the satisfactory completion of a 3 month probationary period.
Annual leave : Annual paid vacation entitlement of 32 in each holiday year, this entitlement includes the eight bank and public holidays.
Other benefits : Training will be provided as required. Flexible working conditions.
How to apply
To apply : Please send CV with covering letter (in English) outlining how you meet the person specification and why you should be considered for this role to: jobs@animalsasia.org or https://animalsasia.bamboohr.com/careers/158
Only shortlisted candidates will be notified. Personal data collected will be treated in strict confidence and used solely for recruitment purposes and will be destroyed after 6 months.
To find out more : www.animalsasia.org
Animals Asia values candidates with different backgrounds, experiences, and perspectives. We welcome applicants of every ethnicity, age, gender identity and expression, sexual orientation, religion, national origin, socioeconomic status, disability, or veteran status. We are committed to building an organization that creates an inclusive environment for all.