Make-A-Wish UK

2 job(s) at Make-A-Wish UK

Make-A-Wish UK Reading, Berkshire
Oct 10, 2026
Full time
Location: In line with contracts of employment all roles at Make-A-Wish are Reading based, however we operate a Hybrid working model and employees need to be comfortable travelling to Make-A Wish Reading on a daily basis or minimum of 3 days per week at their own expense. Hours: 37 hours per week Salary: £27,262.56 Contract Type: Permanent Campaign Closes: 12pm Friday 30th October 2026 Interviews: 11/12th November 2026 On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis. As part of our Supporter Care Team, you will play a key role in delivering an excellent experience for Make-A-Wish stakeholders. In this busy and varied role, you will be responsible for handling and resolving a wide range of stakeholder enquiries, accurately processing income and data, and ensuring supporters are thanked and stewarded in a magical, timely and consistent way. You will also support the effective delivery of materials, fulfilment and wider administrative processes that enable the organisation to run smoothly. Job Requirements Essential Criteria Experience of working in a customer service or supporter-facing role, handling a range of enquiries including some complex or sensitive queries Experience of processing and accurately inputting data, ideally in a CRM or fundraising database (Salesforce experience desirable) Experience of processing financial transactions or income, with an understanding of the importance of accuracy and timeliness Knowledge of Gift Aid and experience of recording declarations Knowledge of or experience using online fundraising platforms (e.g. JustGiving, Enthuse) Good organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment Strong written and verbal communication skills, able to adapt tone and approach for different audiences Confident using IT systems including MS Office (Word, Excel, Outlook) High level of accuracy and attention to detail Ability to use initiative to solve problems within agreed processes, escalating when needed Ability to work effectively as part of a team and build positive working relationships with colleagues across the organisation Desirable Criteria Experience working or volunteering in a charity or not-for-profit organisation Experience using Salesforce CRM Experience supporting income reconciliation or financial processes Knowledge of data protection principles and GDPR when handling personal and financial data Skills, knowledge and behaviours required for this role Professional, empathetic and approachable manner when communicating with stakeholders Flexible and open to change, with a positive and proactive approach Demonstrates Make-A-Wish values - Be Magical, Be Inclusive and Be Inspiring - and is committed to acting as part of a team Actively listens to and respects different perspectives, embedding the principles of Equality, Diversity and Inclusion within the role Guided by the needs of the wish child in all decisions and actions Willing to support colleagues and organisational priorities as needed (for example, answering phones during busy periods or supporting cross-organisational activities) Job Responsibilities Stakeholder care and stewardship Be the first point of contact for a wide range of stakeholder groups (supporters, volunteers, wish families and the public) via phone, post, email, social media and shared inboxes Handle more complex enquiries and complaints, providing timely, professional and values-led responses, and escalating where needed Provide engaging and personalised stewardship to supporters to maximise their experience, income and ongoing engagement Ensure all stakeholders are thanked for their contributions in a courteous and sensitive manner, with a focus on surprise and delight, or pass to the relevant team to acknowledge where appropriate Monitor and respond to incoming queries on social media channels, resolving or signposting in line with agreed timescales and tone of voice Income processing and data management Process and code all fundraising income from multiple sources into the fundraising database (Salesforce), ensuring accuracy and timeliness, and meeting all legal requirements Investigate and resolve income coding queries, including re-coding and reconciliation problem-solving Support the income reconciliation process with the Finance team, ensuring accurate allocation and reporting Maximise Gift Aid claims, ensuring declarations are recorded accurately and following up on missing or incomplete information Onboard and process donor and other stakeholder data from a wide range of external sources, ensuring secure transfer and compliance with data protection regulations Maintain accurate and consistent stakeholder records on the database, including contact details, mailing preferences and Gift Aid declarations Support the processing, coding and import of online registrations and fundraising pages from external platforms Operational and administrative support Manage and co-ordinate fulfilment processes (internal and via agencies), including welcome packs, cancelled donor processes and ad-hoc campaigns Support stock control and ordering of materials used by the team Work collaboratively across the team, providing flexible support and cover for colleagues where required to ensure continuity of service and effective delivery of team objectives. Support the opening, logging and allocation of all incoming mail received at the office, including post, letters, parcels, courier deliveries and other correspondence Provide wider administrative, data, office and building support to the organisation as required, helping to ensure the smooth and efficient running of office operations and facilities. As a Make-A-Wish colleague, you will also need to: Actively support our wishgranting through voluntary activity to support Make-A-Wish. We encourage all colleagues to become Wish Makers. Have a practical understanding of the Make-A-Wish values: Be Magical, Be Inclusive and Be Inspiring Strengthen relationships between different members of the Make-A-Wish community to ensure everyone works in collaborative and inclusive way. Attend organisational meetings, like symposiums and town halls. Keep yourself informed about things going on across the organisation by making use of internal communications channels, e.g. Teams, Wish Wisdom (our colleague newsletter). Keep yourself informed on the strategy and plans of the organisation in order to be able to fully contribute to them through your role. Actively listen to other people, particularly those with views that are different to your own. Embed the principles of our Equality, Diversity and Inclusion Charter within your role. Be open to collaboration and working across different teams to help the organisation achieve its strategic objectives. Be able to work independently in an agile environment, understanding that different people across the organisation have different working patterns. Be able to work with your colleagues and other members of Make-A-Wish community as one team, united in a common vision and mission, and support organisational efforts of reaching every child by, for example, answering phones when other teams are busy, supporting activities happening across the organisation, etc. Job Benefits 26 days annual leave with the option to buy/sell annual leave (pro rata for part time) Paid Birthday leave Flexible & Hybrid working arrangements Salary exchange pension scheme Paid volunteering days Pirkx subscription - Access to wellbeing support, GP appointments, training and events, retail discount platform, and much more! Cycle to work initiative
Make-A-Wish UK Reading, Berkshire
Oct 08, 2026
Full time
Job Description: Location: In line with contracts of employment all roles at Make-A-Wish are Reading based, however we operate a Hybrid working model and employees need to be comfortable travelling to Make-A Wish Reading hub at least once a week at their own expense. This role will also require regular travel to donor meetings, events and stakeholder engagements. Hours: Full Time, 37 hours per week Contract Type: Permanent Salary: £49,045 Campaign Closes: 12pm, Wednesday 21st October 2026 Interviews: 1st Stage: week commencing 26th October 2026 2nd Stage: week commencing 2nd November 2026 On occasion, we may close a vacancy early if we receive a high volume of applications. We therefore encourage interested candidates to apply as soon as possible, as we will be shortlisting on a rolling basis. Core Purpose: The Senior Philanthropy Manager is a key role within Make-A-Wish UK's Philanthropy and Special Events team, responsible for supporting the shaping and delivery of a long-term philanthropic income through both major donors and trusts and foundations. This role will hold strategic oversight of our trusts and foundations pipeline, driving income growth through five, six and seven-figure gifts, as well as manage a number of high-value major donors. The Senior Philanthropy Manager will lead the design and execution of bespoke cultivation and stewardship plans, creating bespoke propositions and delivering a best-in-class donor experience that aligns with Make-A-Wish UK's vision to grant a wish for every eligible child. Reporting to the Head of Philanthropy, the Senior Philanthropy Manager will provide line management to the Philanthropy Manager and work collaboratively with the wider Philanthropy and Special Events team to support prospecting, cultivation and stewardship. This role will play a crucial part in building collaborative and effective work practices across the organisation and help to embed a culture of philanthropy, both within the team and across the charity. To be successful in this role you will need: Essential Criteria Proven success in securing multiple six or seven-figure gifts from trusts, foundations, statutory bodies, high-net-worth individuals or family offices, with a strong track record of meeting targets Demonstrable success in increasing income from major donors, trusts and foundations and/or high-value fundraising Experience managing complex multi-stakeholder relationships and influencing decision makers Demonstrated experience of developing effective propositions and compelling cases for support, and making significant funding asks Experience of managing complex prospect pipelines, identifying and qualifying new prospects and prioritising approaches Experience using CRM systems and fundraising data to support performance Strong financial planning, budgeting and forecasting capability Excellent written and verbal communication skills Desirable Criteria Experience working collaboratively in a high-value fundraising function Experience of line-management and/or supporting learning and development of junior colleagues Experience developing transformational funding propositions and/or securing transformational funding Experience working with senior volunteers, trustees, ambassadors or influential supporters Experience working with high-profile donor committees, giving clubs, patron programmes or volunteer leadership groups Experience collaborating with service delivery teams to translate strategy and operational plans into funder-facing cases for support Skills, Knowledge and Behaviours Strategic thinker with the ability to translate vision into practical delivery Strong relationship manager, with the confidence to manage donor relationships effectively and autonomously Outstanding stewardship skills, with an eye for detail and want to bring Make-A-Wish UK to life for donors Confident decision-maker, comfortable operating in complex and evolving environments Highly organised with excellent planning and prioritisation skills Analytical and insight-driven, using evidence to inform decisions Passionate about philanthropy, relationship fundraising and supporter experience Committed to Make-A-Wish UK's values of being Magical, Inclusive and Inspiring Key Responsibilities Strategic Leadership and Planning: Support the development and execution of a 5-year growth-focused philanthropy fundraising strategy, primarily focusing on income from Trusts and Foundations. Identify, support and develop new funding models, including transformational and restricted giving propositions, as well as new products and ways to fund Make-a-Wish UK's core operations Build a strong pipeline of opportunities by informing and supporting strategic prospect research, networking and proactive relationship building, using this to accurately inform income forecasts and operational plans Philanthropy Fundraising: Personally manage a portfolio of trusts, foundations and major donors at different stages of the donor lifecycle, with a focus on six and seven-figure gifts Design and lead bespoke cultivation and stewardship plans for trusts, foundations and major donors Support growth in restricted, unrestricted and transformational funding aligned with Make-A-Wish UK's strategic priorities Drive donor retention, using upgrade and engagement strategies to maximise long-term philanthropic value Build and maintain strategic relationships with key donors, trustees, patrons, volunteers and supporters, partnering with them to unlock networks, secure introductions and identify opportunities Support engagement and stewardship of key volunteers, committees and ambassadors to help maximise philanthropic income Collaboration and Influence: Act as a strategic partner to Make-A-Wish UK's SLT in donor engagement, through tailored briefing, coaching and follow up Work collaboratively with colleagues across High-Value fundraising to drive cross-cultivation, establish effective working practices, share expertise and maximise resource Champion and help embed a culture of philanthropy across Make-A-Wish UK, working with senior leaders, trustees and colleagues to maximise fundraising opportunities and supporter engagement Work closely with internal teams such as Finance, Insight and Innovation, and Brand Communications and Engagement, to co-develop robust cases for support, reporting frameworks and donor engagement tools Represent Make-A-Wish UK externally, building relationships that enhance the charity's profile, reputation and income potential People Management: Provide supportive and collaborative line management to the Philanthropy Manager, including regular 1-2-1s, objective setting and review, and training and development Support the Philanthropy Manager in the development and management of their own portfolio of trusts, foundations and major donors Financial Management, KPIs and Reporting: Develop key performance metrics, and implement data-driven decision making, continuously improving performance through insight Monitor income and KPI performance, contributing to team reporting and performance management Ensure compliance with fundraising regulation, organisational policies, due diligence requirements and risk management frameworks Act as a CRM champion, maintaining accurate records, recording opportunities and continually maximising data integrity As a Make-A-Wish colleague, you will also need to: Actively support our wishgranting through voluntary activity to support Make-A-Wish. We encourage all colleagues to become Wish Makers. Have a practical understanding of the Make-A-Wish values: Be Magical, Be Inclusive and Be Inspiring Strengthen relationships between different members of the Make-A-Wish community to ensure everyone works in collaborative and inclusive way. Attend organisational meetings, like symposiums and town halls. Keep yourself informed about things going on across the organisation by making use of internal communications channels, e.g. Teams, Wish Wisdom (our colleague newsletter). Keep yourself informed on the strategy and plans of the organisation in order to be able to fully contribute to them through your role. Actively listen to other people, particularly those with views that are different to your own. Embed the principles of our Equality, Diversity and Inclusion Charter within your role. Be open to collaboration and working across different teams to help the organisation achieve its strategic objectives. Be able to work independently in an agile environment, understanding that different people across the organisation have different working patterns. Be able to work with your colleagues and other members of Make-A-Wish community as one team, united in a common vision and mission, and support organisational efforts of reaching every child by, for example, answering phones when other teams are busy, supporting activities happening across the organisation, etc. Benefits: 26 days annual leave with the option to buy/sell annual leave (pro rata for part time) Paid Birthday leave Flexible & Hybrid working arrangements . click apply for full job details