Supporter Care Coordinator

• Maintain accurate and up-to-date supporter records in Salesforce CRM, in line with privacy, PCI and compliance requirements
• Accurately record supporter interactions, declines activity and outcomes to support retention strategies, reporting and journey planning
• Support donation-related processes including enquiries, campaign fulfilment and receipting in collaboration with the Data & Systems team
• Coordinate day-to-day operational relationships with external suppliers, ensuring supporter interactions and data handling meet agreed standards
• Contribute to continuous improvement by identifying opportunities to strengthen systems, workflows and documentation
• Act as the first point of contact for supporters and potential supporters across phone, email, mail and digital channels
• Ensure every interaction is relationship-focused, respectful and aligned with Act for Peace’s values
• Handle supporter enquiries, feedback and complaints with empathy, judgement and professionalism
• Conduct limited outbound calls during key campaign periods (e.g. thank-you calls, reactivations or upgrades) as capacity allows
• Identify opportunities to improve supporter experiences, retain support and deepen connection
• Represent the voice of the supporter in team discussions and planning

• Demonstrated experience delivering exceptional customer or supporter care in a not-for-profit or commercial environment
• High levels of data accuracy in record keeping and confidence using CRM systems and digital tools (Salesforce preferred)
• Excellent written and verbal communication skills, with strong emotional intelligence and sound judgement
• Strong attention to detail and commitment to accuracy, compliance and follow-through
• Ability to manage multiple tasks and priorities in a fast-paced environment
• A proactive mindset, with the ability to identify gaps and suggest improvements
• Alignment with Act for Peace’s Christian identity and ecumenical values

• Experience in a fundraising or nonprofit environment
• Familiarity with regular giving, donation fulfilment or supporter journey

flexible hybrid arrangements