Supporter Experience Assistant (CIN)

JOB TITLE: Supporter Experience Assistant (Administrator) - Children in Need
CONTRACT TYPE: 5 x Full-time / Fixed term Contract until 18/12/2026
DEPARTMENT: BBC Children in Need
LOCATION: Dock House, Salford - office based
PROPOSED SALARY RANGE: Up to £24,500 depending on relevant skills, knowledge and experience

PURPOSE OF THE ROLE

BBC Children in Need believes that every child should have the chance to thrive and be the best they can be. Our Supporter Experience Team helps to enable this by providing exceptional customer service to everyone who gets in touch with us. As a Supporter Experience Assistant, you will play a key role during the busy appeal season, delivering first class stewardship to supporters.

WHY JOIN THE TEAM

Working across the entire appeal, you will make a real difference to our stewardship offering as we launch a new stewardship strategy. You will work alongside highly supportive colleagues in the Supporter Experience and Fundraising areas and learn from a range of teams across the charity.

YOUR KEY RESPONSIBILITIES AND IMPACT

• Act as the first point of contact for fundraisers, donors, online shop customers and potential partner enquiries.
• Deliver outstanding customer service and provide detailed, accurate information by telephone, letter, e mail and social media.
• Proactively reach out to fundraisers to offer support and encouragement, sharing content with internal teams and external broadcast partners.
• Record all interactions accurately in the supporter database and refer to appropriate teams. Protect the Charity's reputation and act as a champion for the BBC's UK Charity.

ESSENTIAL CRITERIA

• Proven customer service, administration or fundraising experience with excellent communication skills.
• A genuine team player who can contribute effectively to the team and work independently.
• Acute attention to detail and experience working to tight deadlines.
• Experience with MS Office and social media platforms.
• Ability to manage a large number of projects and stakeholders simultaneously.

DESIRED BUT NOT REQUIRED

• Familiarity with CRM data systems.
• Previous experience in a charity or not for profit organisation.
• Experience with handling difficult conversations with supporters or customers.

EEO & DI

We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio economic background, religion and/or belief. All applicants will enjoy equal opportunity, and we are a disability confident employer.

Employment Screening

Employment screening checks including reference checks, eligibility to work checks, safeguarding and social media checks will be carried out. Any offer is conditional on satisfactory completion of these checks. Conformity with the Recruitment policy regarding convictions or police charges is required prior to the start date.