Supporter Experience Executive – Incoming

🚁 Join Our Lifesaving Team 🚁

Supporter Experience Executive – Incoming

📍 Location: Rugby - Hybrid (40% office based)

🕒  Hours:  22.5 hours per week

 Benefits: Benefits Table

Full Job Description: Supporter Experience Executive - JD

Interview Date: 25th July 2025

We’re on the lookout for a customer focussed individual to support the Supporter Experience Executive team.

This role will provide a first-class experience to the charities supporters via all channels of communication, dealing with their enquiries or complaints efficiently and responsibly. The role will manage multiple mailboxes, obtain and evaluate relevant information, and maintain supporters' contact records in the database.

The Executive will develop rapport with supporters to increase their loyalty to the cause and retain or increase their support, process and acknowledge donations and provide administrative and fulfilment support to all fundraising campaigns and events.

If you’re looking for more than a job, motivated by purpose and ready to make a real impact to an organisation that is committed to saving lives every day, then this may be the opportunity you’ve been waiting for!

What We Offer:

• Enhanced annual leave, with even more added as your service grows
• Additional annual leave purchase options
• (Core working hours 10:00am – 15:00 pm)
• Enhanced sick pay
• Life assurance
• Blue Light Card eligibility and access to generous discount schemes
• A supportive, purpose-driven team
• Access to our comprehensive Employee Assistance Programme

✨ What You’ll Be Doing:

• Respond to supporter enquiries professionally and efficiently across multiple channels, including email, live chat, and phone, ensuring all SLAs are met.
• Accurately record and maintain supporter interactions using the internal contact system; including general enquiries, complaints, and compliments, ensuring all enquiries are promptly assigned to the appropriate stakeholders.
• Ensure new supporters are processed and welcomed in a timely manner and placed onto the most relevant journey.
• Ensure timely fulfilment of thank you letters, fundraising material requests, and supporter journey communications, meeting all agreed SLAs.
• Support the Supporter Experience Team Leaders and the Supporter Experience Manager to introduce and design best practice business processes aligned to a fast-paced environment, aiming to deliver great supporter experience

🚀 What We’re Looking For:

• Customer service experience through multiple communication channels, including face to face, live chat and phone.
• Experience of using Microsoft 365 suite
• Knowledge of customer/supporter service principles and practices
• Comfortable working in a fast paced, changing, dynamic environment
• Knowledge of data protection principles
• Ability to showcase good personal & professional organisation

💛 What’s In It For You:

At TAAS, you’ll be part of a passionate and committed charity that’s making a real difference every day. We value professionalism, compassion and teamwork — and we’re proud of our inclusive, supportive culture. 

Whether it’s supporting emergency services from behind the scenes or helping shape the future of our leadership, you’ll play a crucial role in helping us save lives. 

The Air Ambulance Service isn’t just a place to work; it’s a place to build a meaningful career.

Click “Apply Now” and help us keep our helicopters flying and saving lives.

Compliance Responsibilities

In addition to specific compliance requirements within your area of expertise, you also hold responsibility in your specialism for:

• Health & Safety and Environment
• Safeguarding
• Data Protection
• Equality, Diversity, and Inclusion
• Quality

You are expected and encouraged to raise and escalate appropriately any potential breaches or areas for improvement regarding the above.

The role is subject to a Basic DBS check.

Environment

TAAS is an inclusive working environment where Equality, Diversity and Human Rights are guiding principles, individuals are respected and a value of having a diverse workforce is recognised. The recruitment, employment and development of people are based on qualifications, experience and competency to do the job, eliminating personal bias or prejudice.

As an organisation, TAAS are committed to ensuring the safety and welfare of children and vulnerable adults involved in any of our activities. Our commitment applies to all acting on our behalf, i.e., employees, contractors, volunteers, supporters, patient, donors and visitors, meaning that all have a responsibility towards safeguarding children, young people and vulnerable adults with whom they have contact with. Any new staff starting with the organisation will need to be committed to Safeguarding, complete relevant Safeguarding training and report any concerns they may have. TAAS operate a safer recruitment process, as part of our Safeguarding policy, which includes identifying and rejecting anyone who may be a risk to vulnerable people. 

*Please note that we reserve the right to close this before the stated date, should the hiring manager deem there to be enough suitable applicants. We are currently recruiting for this role directly and do not require agency assistance at this time.