Senior Adviser – Donations and Recognition

Job Title: Senior Adviser – Donations and Recognition

Contract type: 12 Month Fixed Term Contract

Full time: 34.5 hours, we are open to a conversation about how you work these hours

Location: Hybrid working with attendance in our London office every Wednesday. This role is based in our London office. You are also able to attend more frequently should you wish.

Are you passionate about delivering exceptional supporter experiences and improving team performance?

We’re ideally looking for someone who can start in August and make an early impact in the role. We’re looking for a Senior Adviser – Donations and Recognition to support the Team Leader in driving high quality service delivery and operational excellence.

You’ll coach advisers, lead quality assurance activity, and provide expert support on complex or escalated queries. You’ll also design and deliver training, help manage team workloads, and contribute to continuous improvement initiatives. You’ll play a key role in onboarding and supporting a large intake of new advisers. A key focus is delivering meaningful and personalised thanking and recognition to strengthen supporter relationships and maximise income, including Gift Aid.

• Experience in coaching, feedback and quality assurance
• Experience designing and delivering training, including inductions
• Strong organisation skills with the ability to manage competing priorities
• Ability to use data and insight to improve performance
• Strong stakeholder and relationship management skills
• Excellent communication across phone, email, live chat and social media
• Experience in a customer-focused or income processing environment
• Confidence handling complex or escalated queries
• Strong attention to detail and workload management
• Experience using CRM, income systems and Microsoft Office tools
• Ability to work independently in a fast-paced, agile environment

• 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• Pension matched up to 7.5%
• 120+ learning and development offers, with access to external professional qualifications
• Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more