Supporter Care Executive
Employer: Canal and Rivers Trust
Location: Home-based, with travel to Birmingham for monthly meetings, and occasional travel across our network for events.
Working hours: Full time, 37 hours per week.
Salary: £30,330 plus benefits.
Closing date: Tuesday 23 September 2025 at 01:59
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About the Trust
We're one of the UK’s biggest charities and we care for 2,000 miles of canals, rivers, docks and reservoirs because we believe life is better by water. We're looking for people who support our cause and want to make a difference for future generations. Could this be you?
Along with our waterways we also manage museums, archives and the country's third largest collection of historic buildings, as well as the nature and wildlife that calls our canals home. All of this enables us to provide wellbeing opportunities for millions of people each year.
Location: Home-based, with travel to Birmingham for monthly meetings, and occasional travel across our network for events.
Contract: Permanent, 37 hours per week.
Salary: £30,330 plus benefits.Opportunity
We’re looking for an enthusiastic and motivated Supporter Care Executive to join our Fundraising Operations Team. Reporting to the Supporter Care Manager, you’ll be at the heart of delivering an outstanding experience for our 32,000+ Friends and wider donor community. From ensuring every new supporter receives a warm welcome to creating engaging, tailored journeys, you’ll play a vital role in strengthening supporter loyalty and inspiring long-term giving. This is an exciting opportunity to shape how thousands of people connect with our work and see the difference they make.
See full role details: Supporter Care Executive - Full details
What you’ll be doing
Delivering exceptional supporter care through phone, email, post, and in-person channels.
Designing and delivering exceptional supporter journeys – from the first welcome and thank you to ongoing stewardship – through tailored communications such as newsletters, thank you packs and engaging digital content, created in collaboration with fundraising and marketing colleagues.
Working with internal and external stakeholders to oversee the production of our flagship supporter magazine, Waterfront, producing inspiring articles that showcase the importance of supporter donations.
Working with partners such as THINK and About Loyalty to analyse data and supporter feedback, identifying improvements and strengthening retention.
Ensuring compliance with fundraising regulations and legislation, including GDPR and the Fundraising Code of Practice, across all processes.
Reporting on key KPIs, including cases, complaints, retention, cancellations, and campaign performance, using insights to drive improvements.
Providing guidance to the Supporter Care Assistant, supporting quality control and cover where needed.
Acting as a champion for fundraising standards and regulatory compliance across the directorate.
About you
You’ll bring experience in a charity or similar organisation, excellent communication and copywriting skills, and confidence in analysing data to improve supporter experiences. Organised and collaborative, you’ll thrive on building strong relationships, championing best practice, and ensuring every supporter feels genuinely valued.
We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.
What we offer
In to your salary of £30,330, you will benefit from a competitive contributory DC Pension scheme arrangement, great holiday entitlement and numerous other employee benefits, including several salary sacrifice benefits, all of which can be found here (https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits).
Competitive contributory DC Pension scheme arrangement, where we will double your contribution to a maximum of 10%.
25 days paid holiday (plus paid Bank Holidays), increasing with years of service to up to 30 days after 5 years, plus holiday purchase scheme.
Home working status with ‘hub’ facilities available should you need the flexibility to work outside of home.
Free access to specialist counselling on a range of issues, e.g. health, financial, well-being and domestic matters.
Access to a range of employee benefits including store discounts, boating holiday discounts and holiday purchase scheme.
2 days paid volunteering leave per annum, allowing you to volunteer for a local community project etc.
Free fishing facilities across our canal network.
In return, you’ll join a supportive, dedicated team, with flexible home-based working, a competitive salary and benefits, and the chance to play a central role in helping nature, heritage, and communities flourish by water.
Please note that this role requires regular travel to our Birmingham hub for monthly meetings, as well as occasional travel across our network for regional events throughout the year.
We care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.
All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.
At the Trust, we empower our people to flow and thrive both on and off the water. Our colleagues enjoy a variety of benefits that enhance their lives while working in a place that positively impacts others. We take pride in our people, protecting heritage and preserving wildlife, and we’re all about the future of our colleagues and the future generations who love and use our network. Inspired by people, we harness the different ways of working and thinking, ensuring our teams grow and reach their full potential.
Navigate your future and lock in your career as we keep our canals open and alive.
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