Supporter Care Assistant

16,221.00 GBP annually

Location ShelterBox Trust Osprey House Malpas Road Truro TR1 1UT United Kingdom

This job ends on 6 September 2026

Whichever job you take on at ShelterBox, you will be working towards a world where no family goes without shelter after disaster. 

Our team are the foundations of ShelterBox. They create a framework in which we are able to transform lives.

You would be joining ShelterBox at an exciting time of growth, helping us to continue to maximise both our reach and the impact of our work. Our team is full of positive, people focused individuals with a real passion for our cause. 

Do you have the skills, personality and ambition to help us write our next chapter?

Grade: 6

Salary: £16,221 per annum (0.60 FTE pro rata of £27,036 per annum)

Hours: 22.5 hours per week (preferably spread across Wednesday – Friday) 

Position type: Fixed term until 30th April 2027.

Responsible to: Supporter Care Team Lead/Officer

Direct reports: None

Location: ShelterBox HQ, Truro, Cornwall. (Hybrid working with a minimum of 1 day per week in the office)

ROLE PURPOSE:

As part of the Supporter Care team, the Supporter Care Assistant will help provide an excellent supporter experience and through every interaction will seek to build meaningful relationships with our supporters which increases their level of satisfaction and engagement. Whether you are handling donations, maintaining a high-quality database, responding to various supporter enquiries and fulfilling their requests, responding to complaints and feedback, or providing supportive administrative services to the department, the delivery of outstanding customer service to our many supporters will remain at the heart of your role and be the focus of your efforts.

WHO ARE WE LOOKING FOR?

We are looking for a proactive and enthusiastic individual with a passion for amazing supporter experience. The ideal candidate will be a great communicator and be a real people person with previous experience in customer facing roles. They will have a keen eye for detail, able to accurately follow processes and have experience handling spreadsheets and databases.

As part of a growing organisation, we are looking for someone with an interest in supporter engagement and international affairs who will continuously seek new ways to ensure supporters are at the heart of everything we do.

DUTIES WILL INCLUDE BUT NOT BE LIMITED TO:

• Delivering a consistent and high quality of supporter engagement through all enquiry channels including inbox, phone calls, social media direct messages and post.

• Managing the ongoing relationship with supporters as they progress in their ShelterBox journey.

• Championing the supporter voice throughout the organisation via meetings, communications and daily interaction.

• Processing and acknowledging all donations that have come in through a range of sources including but not limited to post, website, telephone, standing orders, direct debits and financial reconciliations.

• Maintaining accurate gift aid records.

• Ensuring supporter records are kept up to date and data entry is accurate, recording all communications on our CRM database.

• Producing written correspondence such as bespoke letters and responding to feedback or complaints.

• Aiding the Supporter Care management team in project work that will develop the team’s approach to supporter engagement.

• Supporting and supervising volunteers within the team.

• Taking an active part in ensuring your own personal development.

• Contributing new ideas and continually seeking to improve processes to drive efficiency and improve supporter experience.

• Undertaking general admin tasks related to supporter communications such as filing, scanning, posting letters etc.

General Duties 
 

• Contribute new ideas and continually seek to improve processes to drive efficiency and improve supporter experience.

• Participate in the day-to-day work of the organisation – such as reporting, attending team meetings as required, and taking a flexible approach.

• Following all policies and procedures at all times and contributing to the review of any policies and procedures as required.

• As part of an emergency organisation there will be times when you will be required to work evenings and weekends at short notice in response to a disaster.

• Occasionally represent the work of ShelterBox at events to members of the public and supporters.

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We therefore encourage you to submit your application as soon as possible. Please ensure your application is completed in full and you read the applicant guidance on our website before applying. 

ShelterBox is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected status, or any other characteristic protected under applicable law. 

At ShelterBox we are committed to safeguarding and protection of children and vulnerable people in our work.  We will do everything possible to ensure that only those who are suitable to work with children and vulnerable people are recruited to work with us.

Successful applicants will also be required to apply for and hold a valid DBS check.

Supporter Care Assistant - ShelterBox Employee Job Pack 2026.docx

Benefits