About this role
Job summary Help power fundraising that makes a real difference.
Are you highly organised, detail-focused and passionate about delivering excellent supporter experiences?
We're looking for a proactive and motivated Fundraising Operations Coordinator to join our growing Public Giving team. This is a fantastic opportunity to play a key role behind the scenes, ensuring our fundraising operations run smoothly while helping supporters, fundraisers and donors have an outstanding experience with Keech Hospice. The role supports fundraising operations, supporter engagement and CRM management, working closely with fundraising teams to help drive income growth and supporter retention.
As a key support to our Fundraising Operations Manager, you'll help coordinate fundraising administration, manage supporter and donor data, support fundraising campaigns and events, and provide first-line support for our CRM system, Microsoft Dynamics. You'll work closely with colleagues across Fundraising, Marketing, Finance and the wider organisation to ensure our supporters receive exceptional service at every stage of their journey.
Main duties of the job
Providing excellent supporter care and acting as first point of contact for donor enquiries
Supporting the administration of fundraising campaigns, appeals, events and supporter activities
Processing donations, Gift Aid, direct debits and donor requests accurately and efficiently
Maintaining and improving donor records within Microsoft Dynamics
Producing reports, supporter selections, mailing lists and fundraising insight
Supporting fundraising communications, donor journeys and engagement activities
Working with colleagues to improve systems, processes and supporter experiences
Providing first-line CRM support and guidance to fundraising system users
About us Keech Hospice provides free specialist palliative and end of life care for people of all ages. We support adults in Bedfordshire. Children and their families in Bedfordshire, Hertfordshire, and Milton Keynes. At home, in hospice, or wherever were needed.
As a teaching hospice, our exceptional people, training, and facilities are helping local communities to live and die well.
Job description Job responsibilities
Support the delivery of excellent donor care and fundraising administration across all fundraising income streams.
Act as a first point of contact for donor enquiries across phone, email, digital, and in-person channels, ensuring queries are resolved or escalated appropriately.
Support the administration of fundraising campaigns, appeals, events, and donor activities, ensuring accurate record keeping and timely follow-up.
Assist with processing donations, pledges, Gift Aid, and donor requests accurately and in line with donor wishes and organisational procedures.
Coordinate the fulfilment of fundraising materials, supporter packs, and resources.
Support the administration and coordination of fundraising events and operational projects as required.
Assist the Fundraising Operations Manager in monitoring service standards, KPIs, and operational processes.
Help ensure compliance with GDPR, PECR, the Code of Fundraising Practice, Gambling Commission requirements, and internal procedures.
Provide first-line support to Microsoft Dynamics users, resolving queries and escalating issues where appropriate.
Maintain accurate and up-to-date donor records, ensuring high standards of data quality and compliance.
Assist with data cleansing, duplicate management, and regular data quality checks.
Support data imports, selections, reporting, and donor data administration processes.
Assist with the preparation and submission of Gift Aid claims and direct debit processing in collaboration with Finance and fundraising teams.
Maintain CRM process notes, guidance documents, and training materials.
Support user training and ongoing engagement with CRM systems and processes.
Work collaboratively with the CRM Manager and Fundraising Operations Manager to support system improvements and effective CRM usage across fundraising.
Complete the production of accurate fundraising reports, mailing lists, data selections, and donor insight.
Assist with monitoring fundraising KPIs, campaign performance, and operational activity.
Support the use of donor insight, segmentation, and supporter journeys to improve donor engagement and retention.
Help maintain accurate financial and non-financial data flows from fundraising platforms and third-party suppliers.
Contribute to data-driven decision making by supporting analysis, evaluation, and reporting activity.
Work closely with the Marketing and Communications team to support fundraising communications and donor engagement activity.
Assist in updating digital channels, website content, newsletters, and social media with fundraising information and supporter stories.
Support the development and delivery of donor journeys and engagement plans.
Use donor feedback, insight, and research to help improve communications and supporter experience.
Work collaboratively across fundraising and the wider organisation to support integrated planning and delivery of fundraising activity.
Support the Fundraising Operations Manager in identifying opportunities to improve systems, processes, efficiency, and donor experience.
Contribute to a collaborative, donor-centric, and continuous improvement culture across fundraising operations.
Ensure compliance with organisational policies, fundraising regulations, GDPR, and health and safety requirements.
Represent Keech Hospice professionally at all times, maintaining a positive and donor-focused approach.
Work flexibly, including occasional evenings and weekends, to meet the needs of the role.
Undertake any other reasonable duties as requested by the Fundraising Operations Manager or Senior Leadership Team.
Person Specification
Qualifications Essential
Qualifications in English and Maths Level 5 or above (or equivalent)
Relevant training in customer service, supporter care, database management or related fields.
Desirable
Willingness to undertake or work towards the CIOF Certificate in Fundraising or equivalent qualification.
Experience Essential
Significant experience in supporter care, customer service, donor administration or a similar role.
Experience using CRM systems or databases (such as Microsoft Dynamics).
Experience working within a structured, target-driven or supporter-focused environment.
Desirable
Experience working in a charity or fundraising environment
Experience supporting events, campaigns, or donor/customer engagement activity
Understanding of how supporter engagement and excellent donor care contribute to income growth.
Additional Criteria Essential
Excellent written and verbal communication skills, with the ability to engage and support a wide range of stakeholders. Strong organisational skills with the ability to manage multiple tasks accurately and efficiently. Good understanding of CRM systems, data management and reporting. Excellent attention to detail and commitment to accurate record keeping. Strong IT skills, including Microsoft Office applications (Word, Excel and Outlook). Ability to identify and resolve issues proactively. Effective team-working skills with a collaborative approach. Good understanding of data protection requirements, including GDPR and PECR.
Desirable
Awareness of UK fundraising regulations, compliance requirements and fundraising best practice. Strong understanding of donor care, supporter experience and relationship management principles.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Keech Hospice Care
Address Keech Hospice
Great Bramingham Lane
Streatley
LU3 3NT
United Kingdom
Employer's website https://www.keech.org.uk/ (Opens in a new tab)