Job Description
Supporter Care Executive
Location: Home-based, with travel to Birmingham for monthly meetings, and occasional travel across our network for events
Contract: Contract, 37 hours per week
Pay rate: £15.74 per hour, PAYE
About the role
At Canal & River Trust, we care for 2,000 miles of canals and rivers, helping nature thrive, keeping history alive, and providing places for people to enjoy. None of this would be possible without the generosity of our supporters.
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.
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.
What we offer
In return, you'll join a supportive, dedicated team, with flexible home-based working 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.
Supporter Care Executive
