Supporter Care Executive

JOB PROFILE: SUPPORTER CARE EXECUTIVE
Date profile last
reviewed:

January 2026

Supporter Care Executive

Reports to:

Supporter Care Manager

Role:

Name:

MAIN SUMMARY OF ROLE:

This is a varied role supporting the fundraising team and has the lead responsibility for supporter
care and engagement. The postholder will ensure that supporters have an excellent experience when
they contact the RAF Benevolent Fund by letter, phone, email and social media, and will support the
Direct Marketing and Legacy teams to ensure donors are stewarded effectively.

KEY ACCOUNTABILITIES/RESPONSIBILITIES:
•  Support the Supporter Care Manager to set high supporter care standards for the RAF

Benevolent Fund and work with colleagues in the London office and in regional offices to
ensure these are followed.

•  Write up to date copy for thank you letters on a quarterly basis and add to the CRM database,

CARE.

•  Provide written acknowledgement to all supporters making a donation to the RAF

Benevolent Fund within agreed timescales; writing clear and concise personalised letters or
emails to supporters and other organisations when required. Provide information on giving
consent to receiving further communications.

•  Be the first point of contact for supporters phoning the office, alongside the Supporter Care

Manager.

•  Ensure all new gift aid declarations are added to CARE Contact records and scan the original
to ensure there is an electronic copy of the declaration, and confirming to the supporter.

•  Each month download and code all donations made on the Fund website and through
third party suppliers. Ensure each donation is thanked either direct or through the
automated emails.

•  Manage all elements of funeral collections, including liaising with funeral directors and thanking.
•  Monitor the supporter and shop email inboxes, reply to enquiries.
•  Provide support to the Legacy/Direct Marketing teams when campaigns are live, uploading data

into the CRM.

•  Provide support to the Legacy team during the build up to Legacy Events.
•  Support the Legacy team in fulfilling requests for the Free Will Services.
•  Send out Thank You letters to supporters who have indicated to the Legacy team that they have

left a gift in their Will.

•  Support the fundraising team by sharing insight from supporters that influence their

campaigns and marketing.

•  Respond to all requests for materials to celebrate a special occasion such as weddings,

birthday celebrations

•  Ensure that all supporters and prospective supporters are managed on the CARE database

and are appropriately updated in accordance with GDPR.

•  Suggest improvements to supporter care processes where required.
•  Adhere to all RAF Benevolent Fund policies and procedures.

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COMPETENCIES REQUIRED FOR THE ROLE
Essential

•  Deciding and Initiating Action
•  Working with people
•  Presenting and communicating

information

•  Writing and reporting
•  Delivering results and meeting

Desirable

•  Adapting and responding to change
•  Applying expertise and technology
•  Coping with pressure and setbacks
•  Relating and networking
•  Analysing
•  Planning and organising

customer expectations
Learning and researching

•
QUALIFICATION(S), KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED FOR THE ROLE
Academic or Professional Qualifications (or equivalent):

Essential
•  Professional experience
Knowledge/ Experience:
Essential

•

Institute of Fundraising certificate

Desirable

Desirable

•  Use of database and experience of
maintaining supporters contacts
on a database

•  Experience of working in a supporter

•  Knowledge of methods of fundraising
•  Use of the CARE database
•  Knowledge of the Royal Air Force
•  Experience of monitoring social

or customer facing role

media comments

•  Experience of working in a busy

•  Experience working with online

fundraising team

shops

•  Able to set deadlines and work to them
•  Experience of working in a team
•  Knowledge of Microsoft Office packages
•  A positive attitude and flexible approach
•  Experience of identifying good personal
stories and interviewing individuals.

Skills/Abilities:

Essential
•  Written  communication  skills  and  high
level of numeracy  to be able to produce
monthly reports, etc.

•  Excellent verbal communications skills,
able to deliver clear and compelling
messages to supporters which motivate
and inspire

•  Experience of face to face or telephone

fundraising or sales.

Desirable

•  Analysis
•

Leadership

•  Ability to write persuasive copy
Other Requirements:
•  Carry out any other duties within the scope of the job as requested by the Head of Department.

Signature

I confirm this job profile has been drawn up with my full involvement and accurately reflects the
responsibilities of the role.

Postholder's Signature:

Line Manager's Signature:

Date:

NAME:

NAME:

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