Job Description

Do you love birds and wildlife? Are you passionate about making a difference in the world? Do you have excellent communication and administrative skills? If so, we are looking for a Fundraising & Supporter Care Assistant to join our team in Diss, Norfolk.

This is an administrative role where you will be the first point of contact for all supporters who contact us by phone, email or post. You will provide a high level of service and support, ensuring that every supporter feels valued and appreciated. You will also be responsible for administering day-to-day supporter and member activity, including banking, thanking and recording using our Donorfy database.

You will have the opportunity to support the delivery of fundraising activity and campaigns, building relationships and developing new initiatives. We are looking for someone with great communication skills, who is proactive and enjoys working as part of a team.

This is a part time position working 20 hours per week (Tuesday, Wednesday, Thursday and Friday) along side a partner team member.

If you're passionate about making a difference and want to work for a great cause, then we'd love to hear from you!

Download our full Application pack for full role details: https://www.songbird-survival.org.uk/who-we-are/work-with-us

Application Details

Applicants are invited to email their CV with a covering letter, which explains how you meet the criteria in this job description and why you are a good fit for SongBird Survival to:

HR@songbird-survival.org.uk

Please entitle your email as follows:

Fundraising and Supporter Care Assistant +[name and surname)

Closing Date: Midday on 22nd August 2025

Interviews will be held on: 5th, 9th or 12th September 2025

About SongBird Survival

SongBird Survival is charity that is dedicated to protecting and conserving the UK's wild songbird populations. Founded in 2000, the charity has been working tirelessly to raise awareness about the decline of songbird populations and to promote solutions that can help to reverse this trend.

At the heart of our work is a deep passion for the natural world and a commitment to protecting it for future generations. The charity understands that birds are not just beautiful creatures to admire but are also essential to the health of our environment and a critical part of the ecosystem.

One of the key ways that SongBird Survival achieves its goals is through scientific research. By investigating the causes of declines in bird populations and developing evidence-based solutions, the charity is able to make a real difference on the ground.

In addition to the research, we also run a range of educational campaigns engage and inspire people of all ages raising awareness about the importance of biodiversity and environmental stewardship.

About this role

The Fundraising & Supporter Care Assistant will join our team to support our fundraising activity across the UK. The role is working with a partner team member to deliver excellent stewardship and support to our members and donors across the full working week. The role is office-based in Diss and reports to the Operations & Finance Manager.

There will be a mix of working independently in the office on some days and also alongside your partner team member and line manager. Therefore, the role requires someone to work both autonomously and also to build strong relationships with the wider team, several of whom work remotely around the UK.

The hours of your weekly work pattern would be: Tuesday & Wednesday 4 hours (12pm-4pm) and Thursday & Friday 6 hours (9.30am-4pm)

How we work

We are a small team with great enthusiasm and motivation to achieve great outcomes to benefit songbirds. The working environment is friendly and supportive, and we make sure you are given the tools and training to do your best in your role.

There are often times when you will be given the chance to get involved in developing new ideas or trying out new activities and we welcome everyone to get involved with suggesting how we can do a better job. You will take part in wider team meetings and occasional meetings away from the office.

We are committed to equal opportunities and also ensuring our work is carried out to minimise the impact on the environment.

The role will:

- Provide a high level of service to all those contacting the charity by telephone, email and post

- Administer day to day supporter/member activity including banking, thanking and recording using Donorfy database

- Supporting the delivery of fundraising activity and campaigns including building relationships and proactively developing new initiatives

Key Responsibilities

Supporter Care & Stewardship

Deliver excellent supporter care and agreed stewardship journeys to our members, donors, fundraisers and event participants through effective communication via inbound/outbound calls, letters and e-mail.

Build and maintain relationships with new and existing supporters, actively and strategically building connections and partnerships.

Manage and respond to a wide range of enquiries from members, supporters, volunteers, general public and third-party suppliers achieving organisational KPI's for service delivery.

Thank donations via email, letter and telephone appropriately, ensuring that requests to gift aid those donations are included where appropriate and a clear financial audit trail is provided.

Supporter Administration

Process online and offline donations and memberships ensuring our procedures are followed and information is correctly recorded.

Ensure accurate banking and recording of all donations to SBS, including processing income from online fundraising platforms to ensure funds are attributed to the correct donors and mailing preferences applied to donor's records on our database.

Utilise all functionalities of the Donorfy database to manage and accurately record supporter's details, promoting consistent and efficient use of the database

Set up new donors who request to donate each month via a direct debit and work with third party DD provider to action any amendments or cancellations.

Liaise with the Finance and Operations Manager to deliver the monthly reconciliation process of RPI's.

Fundraising

To record and send fundraising information, materials and support to DIY fundraising and challenge event participants raising money for us, including sending out their welcome packs and materials.

To develop an in-depth knowledge and understanding of our fundraising activity and to maintain the processes behind registration and online giving platforms

Help to actively promote participation in our fundraising activities to supporters including supporting digital and social media marketing activity.

Maintain and monitor stocks of fundraising materials and merchandise.

To manage in-house mailings for specific campaigns.

General

Participate in regular 1:1s and annual reviews, contributing to the identification of objectives and targets, and monitoring of progress towards them

Work with volunteers, arranging work for them and supporting them as needed.

Actively contribute to a culture of innovation, resourcefulness and best practice to make the best use of time and skills in the team

Deliver plans to deadlines agreed by CEO & Operations and Finance Manager

Demonstrate a commitment to Equality, Diversity and Inclusivity in all aspects of working and relationships.

Adhere to all regulatory and best practice requirements as defined by the Institute of Fundraising; Charity Commission and Information Commissioner's Office; Fundraising Regulator; Direct Marketing Association: HMRC any other appropriate regulator.

Take a proactive approach to learning and personal development.

Job Types: Part-time, Permanent

Pay: 13.00 per hour

Expected hours: 20 per week

Benefits:

Free parking On-site parking
Application question(s):

Are you located in or near to Diss, Norfolk? Could you attend an interview, in person in Diss, on the 5th, 9th or 12th September?
Work Location: In person

Application deadline: 22/08/2025
Expected start date: 01/10/2025