Engagement Officer (supporter Experience)

Engagement Officer (Supporter Experience)

At St Petrocs, we recognise the vital role our supporters play in our mission to end homelessness in Cornwall. Whether they donate, volunteer, fundraise, or raise awareness, each supporter contributes significantly to our collective effort. As the Engagement Officer (Supporter Experience), you'll be responsible for nurturing these crucial connections.

By effectively communicating the impact of their contributions and ensuring every supporter feels valued and connected to our work, you will inspire continued support and engagement, ultimately driving us closer to our shared goal of ending homelessness for good. Please note: This is a fixed term contract for 12 months. Interviews are expected to take place on 14th October 2025, with a preferred start date of 17th November 2025. Many of our staff work flexibly, including part-time. Please talk to us at interview about the flexibility you need. We can't promise to give you exactly what you want, but we do promise not to judge you for asking.

What You'll Be Doing

Supporter Engagement:

• Be the first point of contact for supporters via phone, email, and post, managing day-to-day communications including timely responses, thank you letters, donation acknowledgements, and impact updates.
• Develop supporter journeys that engage, retain and grow relationships.
• Coordinate the receipt and recording of all monetary and in-kind donations, ensure timely and accurate data entry into the CRM, and promptly track and acknowledge donations with receipts and thank-you letters to supporters.
• Ensure Gift Aid declarations are accurately recorded and maintained, supporting the finance team with Gift Aid claims where appropriate.
• Gather supporter feedback to continually improve the supporter experience.
• Produce regular reports on supporter engagement and highlight trends, opportunities, or areas for improvement.
• Oversee the Give Today platform, ensuring items are kept up to date, fulfilled, and acknowledged.
• Recruit, train, and manage volunteer administrators to support donation processing and administration tasks.
• Maintain accurate supporter records using our CRM/database, ensuring compliance with GDPR and data protection policies.

Fundraising and Events:

• Participate in engagement events as part of the wider team dedicated to promoting and raising awareness of our services. This may involve working evenings and weekends as needed to engage existing and potential supporters.
• Support the planning and delivery of fundraising appeals aimed at engaging individuals to support St Petrocs.
• Assist in organising and delivering webinars to inform and engage supporters about our work and impact.
• Attend business networking events to promote our mission and engage potential supporters.
• Identify opportunities for collaboration with business partners to support fundraising and awareness efforts.
• Identify and manage opportunities for sponsorships, payroll giving and charity of the year partnerships.

Collaborative Working:

• Contribute new ideas and continually seek to improve processes aimed at enhancing the supporter experience.
• Work closely with colleagues in Engagement function of fundraising, grants, communications, volunteering, projects and events to ensure a joined-up approach to supporter engagement.

Who We're Looking For

You'll share our core values: Honesty, Integrity, Equality & Dignity. You'll be a proactive and enthusiastic individual with a strong supporter or customer service background and a passion for amazing supporter experiences. You'll be a great communicator and be a real people-person, with the ability to form meaningful connections with a range of people. Importantly, we're looking for someone who passionately believes in our mission of ending homelessness. Homelessness is not an inevitability. It can be solved, and it can be prevented. In addition to the criteria outlined below, this post is subject to successful completion of an Basic disclosure from the Disclosure and Barring Service. Some occasional evening and weekend working will be required, but we operate a time off in lieu policy.

• Commitment to our services and the people we serve
• Previous experience in delivering excellent customer service
• Strong interpersonal and communication skills, with the ability to build rapport and relationships with supporters
• Ability to prioritise and manage a large workload effectively
• Excellent organisational skills and attention to detail
• Ability to work independently and collaboratively in a fast-paced environment
• Proficiency in CRM systems, Microsoft Office Suite, and other relevant software
• Energetic, creative and driven, with a proactive and positive approach

What It's Like Working With Us

We know that our staff are at their best when they feel supported, happy, and healthy – at work and at home. To that end, we're pleased to offer the following employee benefits:

Family:

• 33 days annual leave a year, including bank holidays
• Enhanced maternity, partner, shared parental, and adoption pay
• Paid time off for neonatal care
• Paid time off for IVF treatment

Financial:

• Competitive pension scheme
• Long-service awards
• Non-contributory life insurance (up to 3 x basic salary)
• Paid professional subscriptions (where relevant to role)

Wellbeing:

• Enhanced sick pay scheme
• Employee assistance programme (EAP) including access to counselling services
• Free eye tests and free vaccinations

About St Petrocs

We're working to end homelessness in Cornwall, because every person has a right to a safe and secure home. St Petrocs was established in 1986 as a direct response to people experiencing homelessness in Truro. Over the years, our services have grown - shaped by the needs of the people we support. Today, over 60 staff work together tirelessly to ensure we can provide the best quality of service possible to those people who find themselves vulnerably housed or pushed into homelessness. We are an independent, charitable organisation that provides people in need with somewhere and someone to turn to.

Our Hiring Process

Stage 1: Applied

Stage 2: Review

Stage 3: Interview

Stage 4: Offer