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Supporter Services & Data Processing Officer

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The Felix Project

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Responsibility:

  • Manage supporter complaints processes, acting as first point of resolution, ensuring complaints are actioned and responded to in line with FareShare complaints policy
  • Support the Supporter Services and Compliance Manager to develop and deliver management information related to supporter complaints
  • Work with the Finance team to deliver processes to support donor refunds and cancellations
  • Support the Supporter Services and Compliance Manager to manage relationships with external fulfilment houses, payment providers (Stripe, GoCardless), and fundraising platforms (Enthuse, Just Giving, CAF, CAF America) on behalf of FareShare to ensure compliance and optimal supporter experience
  • Further duties as and when required by the fundraising operations team and wider directorate
  • Manage and lead supporter complaints processes, acting as first point of resolution, ensuring complaints are actioned and responded to in line with FareShare complaints policy
  • Deliver an outstanding level of customer service, keeping within agreed SLAs and KPIs
  • Coordinate and implement training on the use of the 8x8 telephony system for Fundraising and Marketing teams
  • Record all interactions accurately and clearly in Salesforce within agreed SLAs

Requirements:

  • Experience of working in a fundraising supporter or customer services environment
  • Good communication and interpersonal skills, with the ability to work effectively with diverse teams
  • Excellent phone manner, including ability to cope with challenging conversations
  • Understanding of financial reconciliation processes and the role of a CRM in effectively managing income processing
  • Good problem-solving skills
  • Organised and methodical approach to work
  • Good knowledge of Microsoft Excel, Word, Outlook, and PowerPoint
  • Knowledge of the fundraising regulatory environment, including the Fundraising Regulator Code of Practice, HRMC Gift Aid regulations, GDPR and PECR
  • Knowledge of Salesforce and/or Microsoft Dynamics
  • Ability work under pressure and meet deadlines
  • Good numeracy skills with excellent analytical skills to interrogate data
What we offer:
  • 28 days annual leave per annum (+ bank holidays) plus up to 2 days additional leave for length of service
  • Enhanced Maternity and Paternity leave
  • Birthday Day off
  • Access to discounts for a wide range of discounts on everyday spends
  • Training and development opportunities
  • Employee assistance programme including 24 Hour GP helpline
  • Cycle to Work Scheme
  • Opportunity for free meals whilst working at our depots
  • After work activities such as Felix's softball team, running club and cycling club

Additional Information:

Job Posted:
May 20, 2026

Expiration:
June 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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