Supporter Stewardship Officer

Motor Neurone Disease Association

Hours
37 hours per week

About the Organisation

Motor Neurone Disease moves fast. It takes away time and independence, and has no cure. Every day, we support people affected by MND. We fund ground-breaking research. We campaign for better care. We’re here for everyone who needs us. Because with MND, every day matters.

About the role

As a Supporter Stewardship Officer, you'll be the first point of contact for supporters, helping them feel valued, informed and inspired throughout their fundraising journey. This is an exciting opportunity to use your customer service expertise, communication skills and attention to detail to create meaningful experiences that encourage long-term support.

As a Supporter Stewardship Officer, you'll work closely with supporters, colleagues and fundraising teams to maximise engagement, provide excellent service and help generate vital income which supports care services, research and campaigning for people living with and affected by Motor Neurone Disease (MN). If you're organised, people-focused and enjoy working in a collaborative environment, we'd love to hear from you. Joining us as a Supporter Stewardship Officer means helping supporters make a real difference while ensuring every interaction reflects the care and commitment of the MND Association.

Responsibilities

Main Responsibilities:

• Deliver an excellent supporter experience across phone and email
• Build and maintain positive relationships with new and existing supporters
• Encourage repeat support by promoting appropriate fundraising activities and opportunities
• Provide guidance and information to supporters, ensuring enquiries are resolved effectively
• Signpost supporters to the most relevant teams within the MND Association
• Support stewardship journeys for supporters raising up to £500
• Work collaboratively with colleagues to provide a joined-up supporter experience
• Accurately record supporter information and interactions on the CRM database
• Support income processing activities during busy periods, including major appeals
• Ensure compliance with data protection, regulatory requirements and internal policies

Skills, Competencies, Experience & Attributes

Essential Criteria:

• Proven experience of excellent customer/supporter service skills.
• Strong interpersonal and communication skills with excellent telephone manner.
• Ability to deal confidently and effectively with challenging telephone calls.
• Good ICT knowledge, including the Microsoft Office suite and databases.
• A positive, strong team player, with the ability to work collaboratively and build effective working relationships across teams.
• Good organisation and time management skills, accuracy and attention to detail.
• Ability to be flexible in relation to the range and scope of the duties.

Compensation & Benefits

• 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays
• Access to UK Healthcare, including dental, eye care, health screenings, and therapies
• 24/7 GP access via phone and video
• Life assurance and confidential counselling helplines
• Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave)
• Access to the Benefit Hub for discounts on everyday shopping
• Enhanced pension scheme
• Opportunities for training and personal development

Working locations

• Hybrid model, working in the Northampton office and remotely

How to apply

• Please apply via our website.
• To support an inclusive application process, we are open to receiving alternative applications from candidates who may find it difficult to complete our online form. If you would like to apply via video or audio file, please send your recorded application, ensuring you cover the supporting statement aspect, to [email protected].

Interviews

• Once we have shortlisted candidates, we'll get in touch with all applicants to let you know if you've got to the next stage.

Policies

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, including employees, volunteers, and stakeholders. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

The information provided to the MND Association when applying for a vacancy will be treated in full accordance with the General Data Protection Regulation (GDPR). The MND Association is committed to protecting your personal information and being transparent about what information we hold, whether you are a donor, volunteer, shopper, campaigner, or a person living with or affected by MND. For more information, visit the Privacy Policy.

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