Supporter Care and Administration Officer
- remote type
- Hybrid
- locations
- London, UK
- time type
- Full time
- posted on
- Posted Yesterday
- job requisition id
- JR00001629
The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
The IRC is committed to a culture of bold leadership, innovation in all aspects of our work, creative partnerships and, most crucially, accountability to those we serve. The IRC is a tireless advocate for the most vulnerable.
IRC UK
IRC UK is part of the IRC global network, which has its global headquarters in New York. Our team in the UK works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing and power to people devastated by conflict and disaster. Since 2021, IRC UK has also provided integration services directly to refugees in England; a programme that is rapidly growing.
In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.
Job Overview
The Purpose of the Role
The Mass Market team’s mission is to inspire the UK public to financially support the IRC in order to help people impacted by conflict and disaster. Having significantly grown the individual giving programme in recent years, we are now looking for an experienced Supporter Care Officer to efficiently manage our Supporter Services programme, and support the Mass Market fundraisers with day-to-day administrative tasks.
Working in partnership with the fundraising, gift processing and CRM teams, the post-holder will ensure our supporters have a first-class experience, and that they develop a positive and lasting relationship with the IRC.
Key Accountabilities
1. Supporter Care (80%)
• Provide first-class service to our supporters across inbound telephone, email and post, and across comments on our social media advertising and inboxes – ensuring you represent IRC appropriately, by responding to all supporter enquiries, actions and complaints in a professional manner and within agreed SLAs
• Liaise across Acquisition, Retention and Legacy to ensure response handling and supporter enquiries are streamlined during campaign activity, including during emergency appeals with the Disasters Emergency Committee
• Manage supporters who are fundraising on our behalf (community and events) and provide encouragement, fundraising support and assistance across fundraising platforms
• Be the first point of contact for Legacy enquirers, providing initial stewardship and effectively transferring the relationship to Mass Market and Philanthropy teams
• Use agreed letter templates and craft bespoke responses using the supporter care database and FAQs
• Ensure interactions are logged on the CRM in a timely and accurate manner
• Accurately enter or amend supporter data on the CRM
• Ensure our thanking and acknowledgment communications are up to date and engaging
• Fulfil fundraising materials such as information packs or gifts to supporters and legacy enquirers
• Maintain Community and Events fundraising pages on website, ensuring they are up-to-date, relevant and engaging
• Work closely with the gift processing team to ensure gifts, Gift Aid declarations and other relevant actions are processed or amended in a timely manner
2. Planning (10%)
• Collaborate with global Supporter Care team members to share best practice, new initiatives and contribute to global projects
• Work closely with the Mass Market teams, including during planning sessions, to increase connection across the department, contribute to cross-departmental planning with the ultimate aim of developing a seamless progression for new donors and prospects into further cultivation
• Feed into fundraising planning by providing insight, feedback and themes from supporter communications
• Identify and brief support requirements with internal and external stakeholders in order to ensure the smooth running and enhancement of operations
• Support the Director, Mass Markets in creating and managing the Supporter Services expenditure budget and reforecasts
3. Fundraising administration and operations (10%)
• Process Acquisition and Retention invoices, and manage credit card expenses for the Director Mass Markets, UK
• Set and manage SLAs across all aspects of the programme, including with external suppliers as appropriate
• Create and manage a framework to track supporter care performance, including complaints, and provide regular reporting to key colleagues
• In conjunction with the Director, Mass Markets, develop and maintain internal and public facing Supporter Care policies and guidelines
• Maintain an up-to-date knowledge and foster the development of Supporter Care within IRC by networking within the NGO and private sector to learn and import best practice
• Stay up to date on current legislation, and industry standards and adhere to all relevant regulation including the Fundraising Regulator, Gambling Commission and ICO
• Develop and enhance supporter services procedures and process documents, ensuring they are kept up to date, particularly during emergency appeals
• Support the Mass Markets leadership team with scheduling team meetings, organising agendas and distributing notes afterwards.
The above duties are intended to be an outline of the responsibilities for this role and are not an exhaustive list. You may be expected to undertake other reasonable duties as requested by the Director, Mass Markets and the Mass Markets UK leadership team. This post may involve some national and international travel, overnight stays and very occasional working outside core office hours.
Scope and Authority
Responsibility for Resources: expenditure budget associated with supporter care costs and third party contractors. There is no income expectation for this role.
Key Working Relationships
• Director, Mass Markets UK
• Acquisition team
• Retention team
• Global Supporter Experience
• Supporter Care equivalents in other IRC geographies
• Gift Processing
• Finance
• Data and Analytics
• Communications
• Martech Systems & Platforms
Person Specification
Essential Knowledge and Experience:
• Experience leading or managing a supporter (or customer) care programme
• Experience interacting with supporters or customers in a customer service or customer facing setting
• Excellent written English, with the ability to produce well written, strong communications and reports
• Numerate with confident data interpretation skills
• Excellent organisational skills
• Strong IT skills including Microsoft packages (Word, Excel, PowerPoint and Outlook)
• Experience with a CRM system
Essential skills
• Ability to communicate confidently and effectively with supporters over the phone, email and other channels
• Ability to handle difficult conversations with supporters sensitively and diplomatically, ensuring a professional and empathetic attitude is shown at all times
• Strong interpersonal skills, with the confidence to engage with supporters and manage relationships with internal and external stakeholders at all levels
• Driven and proactive with a solutions-based attitude
• Willing to work independently and to take the initiative
• A team player who enjoys working collaboratively and supporting colleagues
Language Skills: English (fluent).
The salary for the role is £31,000 per annum pro rata
The deadline for application Friday16th January 2026 at 11.59pm GMT.
This is a fixed term contract from Jan - Sept 2026.
Candidates must have the right to work in the UK.
#LI-DNI
PROFESSIONAL STANDARDS
All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients.
Why Choose the IRC?
Work that has meaning: Every day at the IRC is a chance to make a difference through a purpose-driven career. Whether you're working directly with communities or providing support behind the scenes, you will be part of a dynamic team that is always innovating, scaling, and testing new and better solutions to ensure the best possible outcomes for the people we serve.
Global scale, dynamic workplace: At the IRC, we believe that the dynamic, global make-up of our team is our strength. When you join us, you're not just starting a job—you will be part of a global organization positively impacting millions of lives in over 40 get to work with colleagues from all around the world—working across time zones and regularly exchanging different ideas, perspectives and insights. You’ll join a team that is dedicated to fostering a supportive environment to create a workplace where everyone feels valued, respected, and heard.
Challenging work, innovative solutions: We’re committed to excellence and innovation, and pride ourselves in setting industry-leading standards while practicing evidence and data-lead strategies. Come challenge norms, shatter conventions, and pioneer change while working on real, nuanced and complex issues we face in the world today.
Community centered: We’re an empathetic community that truly cares for one another. Our comprehensive safety and security initiatives ensure a safe work environment, while our continuous learning and development programs provide ongoing opportunities for personal and career advancement.
Our Typical Recruitment Process
The interview process typically includes three rounds, though the number may vary depending on the role and level of seniority. It usually begins with a conversation with our recruiting team to learn more about you and your goals. This is followed by an interview with a hiring manager or business stakeholder to explore your background and provide more insight into the role. The final round focuses on assessing your role-specific expertise and may be conducted as a panel interview to evaluate your cross-functional strengths. Before extending an offer, we generally conduct reference checks, and after an offer is made, a standard background check is completed. While we strive for consistency, the process may differ based on the role, business unit, location, job type, legal requirements, and other factors.