Senior Supporter Care Officer

Type of role Communications and fundraising
Location United Kingdom
Salary £37,221 per annum
Contract type Permanent
Full Time 35 hours per week
Application Closing Date
Interview date Week 9 - 13 January 2023
Start date 20 February 2023

VSO is the world’s leading international development charity that works through volunteers to create a fair world for everyone. At VSO we pride ourselves on doing development differently. We fight poverty not by sending aid, but by working through volunteers and partners to create long-lasting change in some of the world’s poorest regions. We bring key stakeholders together to co-ordinate collective action, from local organisations to national governments. Our programmes in Africa and Asia focus on health, education and livelihoods, with an increasing emphasis on resilience, peace building, social accountability, gender and social inclusion. We’re not about delivering quick fixes, but instead we focus on long-lasting, sustainable change that will improve the lives of generations to come.

Role overview

At VSO our supporters are vital to our work and at the heart of everything we do. We have a brilliant, innovative and creative Supporter Care Team who make a key contribution to the success of VSO’s volunteer recruitment, fundraising and public engagement in the UK. We are a friendly and supportive team; we are small but play a big role.

It is an exciting time at VSO, we are looking to grow our income and inspire long term support. To help us achieve our ambitions we are looking for a new Supporter Care Coordinator to join us who will be a key part of our team, delivering exceptional care and stewardship to VSO supporters, ensuring they feel valued, inspired and continue to support our work.

A lifelong involvement with VSO begins when a supporter first contacts our Supporter Care team. So, whether processing income, thanking supporters, maintaining our database, developing processes and procedures, or answering enquiries across multiple channels you will be vital to our success.

Skills, qualifications and experience

The ideal candidate will be someone with strong supporter service experience, used to working as part of a busy Supporter Care team delivering outstanding stewardship and care to existing and potential supporters and donors.

You will play a vital role processing and reconciling our income and maintaining the accuracy of our database (Raisers Edge). You will have significant database experience and a strong knowledge of gift administration processes (including gift aid). A strong attention to detail you will also enjoy delighting and communicating with supporters, donors and colleagues at all levels.

You will have considerable experience of collaborating across fundraising teams to ensure excellent care and stewardship to demonstrate the impact of VSO vital work around the world. You will work enjoy responding to enquiries and feedback about our work across multiple channels including social media. You will be passionate about our work and willing to go the extra mile to delight and inspire support.

You live within reasonable travel distance from Kingston. Some of your work can be delivered remotely, working from home. Other tasks require you to work alongside your team members in VSO’s Kingston office, 2-3 days per week on average.

If you are interested in joining our team and making an impact in the world – then please apply.

Competencies and Behaviour

At VSO we believe progress is only possible by working together. Whether you want to join us as an employee, or as a volunteer working in your own country, overseas or online, our selection process includes an assessment based on these core competencies:

• Ability to be open minded and respectful
• Ability to be resilient and adaptive to new situations
• Ability to facilitate positive change and build sustainable working relationships
• Ability to seek and share knowledge

Equal Opportunities

VSO promotes equal opportunities and values a diverse workforce.

VSO reserves the right to close this job early if we receive a sufficient number of applications.

If you’re interested in applying for this role, please download the job description for more information.

Once you’re ready to apply, click on ‘make an application’ below to complete the online form.

Should you require any adjustments to be made to the application process due to a disability or any other circumstances, please email us at to discuss your requirements. 

How to apply

Step 1

Complete the registration form below. When you have completed the form, you will receive a confirmation email with a link to our VSO Values self-assessment. This is a module designed to give you an insight into VSO’s ethos and provide you with an understanding of how your values align with ours, helping you to decide if you would like to join our organisation. The self-assessment module typically takes about 10 minutes to complete. 

Step 2

After completing the VSO Values self-assessment, you can opt out or proceed with the application process. You will need to upload your CV in Word or PDF format detailing your employment and educational history, and any volunteering experience. 

Step 3

When you have submitted your application, you will receive an email inviting you to complete two assessments which focus on how you process information and what your work approach is. 

You will be shown instructions and example questions prior to the assessments to help you increase your familiarity with them. You will also have access to a short profile report on completion of the assessment. Your application will be reviewed by our Resourcing Team when you have completed these assessments. 

Step 1. Complete the registration form below

Data Protection

VSO will use the data you provide to assess your suitability for this role.  The data will be stored in line with our policies on the protection and security of data, which you can find on our website here . These conform to UK data protection law.

Please note, VSO may transfer relevant data to any country where you may be placed, including countries where data protection laws may not apply or may be less stringent than in the European Economic Area.  For volunteer applications, we will need to pass your information to your host organisation, but will ensure that VSO continues to handle the information you have provided in accordance with our policies on data protection and security.

Do you agree with VSO's Data Protection and Data Privacy Policy?

VSO has zero tolerance of abuse and exploitation of vulnerable people. We expect all our employees/volunteers to ensure we protect children, young people and vulnerable adults from harm and abide by our safeguarding policy (PDF).

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