Fundraising Operations CoordinatorNHS

Job summary

Help power fundraising that makes a real difference. Are you highly organised, detail-focused and passionate about delivering excellent supporter experiences? We're looking for a proactive and motivated Fundraising Operations Coordinator to join our growing Public Giving team. This is a fantastic opportunity to play a key role behind the scenes, ensuring our fundraising operations run smoothly while helping supporters, fundraisers and donors have an outstanding experience with Keech Hospice. The role supports fundraising operations, supporter engagement and CRM management, working closely with fundraising teams to help drive income growth and supporter retention. As a key support to our Fundraising Operations Manager, you'll help coordinate fundraising administration, manage supporter and donor data, support fundraising campaigns and events, and provide first-line support for our CRM system, Microsoft Dynamics. You'll work closely with colleagues across Fundraising, Marketing, Finance and the wider organisation to ensure our supporters receive exceptional service at every stage of their journey.

Main duties of the job

Providing excellent supporter care and acting as first point of contact for donor enquiries

Supporting the administration of fundraising campaigns, appeals, events and supporter activities

Processing donations, Gift Aid, direct debits and donor requests accurately and efficiently

Maintaining and improving donor records within Microsoft Dynamics

Producing reports, supporter selections, mailing lists and fundraising insight

Supporting fundraising communications, donor journeys and engagement activities

Working with colleagues to improve systems, processes and supporter experiences

Providing first-line CRM support and guidance to fundraising system users

Job description

Support the delivery of excellent donor care and fundraising administration across all fundraising income streams.

Act as a first point of contact for donor enquiries across phone, email, digital, and in-person channels, ensuring queries are resolved or escalated appropriately.

Support the administration of fundraising campaigns, appeals, events, and donor activities, ensuring accurate record keeping and timely follow-up.

Assist with processing donations, pledges, Gift Aid, and donor requests accurately and in line with donor wishes and organisational procedures.

Coordinate the fulfilment of fundraising materials, supporter packs, and resources.

Support the administration and coordination of fundraising events and operational projects as required.

Assist the Fundraising Operations Manager in monitoring service standards, KPIs, and operational processes.

Help ensure compliance with GDPR, PECR, the Code of Fundraising Practice, Gambling Commission requirements, and internal procedures.

Provide first-line support to Microsoft Dynamics users, resolving queries and escalating issues where appropriate.

Maintain accurate and up-to-date donor records, ensuring high standards of data quality and compliance.

Assist with data cleansing, duplicate management, and regular data quality checks.

Support data imports, selections, reporting, and donor data administration processes.

Assist with the preparation and submission of Gift Aid claims and direct debit processing in collaboration with Finance and fundraising teams.

Maintain CRM process notes, guidance documents, and training materials.

Support user training and ongoing engagement with CRM systems and processes.

Work collaboratively with the CRM Manager and Fundraising Operations Manager to support system improvements and effective CRM usage across fundraising.

Complete the production of accurate fundraising reports, mailing lists, data selections, and donor insight.

Assist with monitoring fundraising KPIs, campaign performance, and operational activity.

Support the use of donor insight, segmentation, and supporter journeys to improve donor engagement and retention.

Help maintain accurate financial and non-financial data flows from fundraising platforms and third-party suppliers.

Contribute to data-driven decision making by supporting analysis, evaluation, and reporting activity.

Work closely with the Marketing and Communications team to support fundraising communications and donor engagement activity.

Assist in updating digital channels, website content, newsletters, and social media with fundraising information and supporter stories.

Support the development and delivery of donor journeys and engagement plans.

Use donor feedback, insight, and research to help improve communications and supporter experience.

Work collaboratively across fundraising and the wider organisation to support integrated planning and delivery of fundraising activity.

Support the Fundraising Operations Manager in identifying opportunities to improve systems, processes, efficiency, and donor experience.

Contribute to a collaborative, donor-centric, and continuous improvement culture across fundraising operations.

Ensure compliance with organisational policies, fundraising regulations, GDPR, and health and safety requirements.

Represent Keech Hospice professionally at all times, maintaining a positive and donor-focused approach.

Work flexibly, including occasional evenings and weekends, to meet the needs of the role.

Undertake any other reasonable duties as requested by the Fundraising Operations Manager or Senior Leadership Team.

About us

Keech Hospice provides free specialist palliative and end of life care for people of all ages. We support adults in Bedfordshire. Children and their families in Bedfordshire, Hertfordshire, and Milton Keynes. At home, in hospice, or wherever were needed. As a teaching hospice, our exceptional people, training, and facilities are helping local communities to live and die well.