[Hiring] Fundraising and Supporter Service Executive @Cancer Research UK (CRUK)

Role Description

At Cancer Research UK, we exist to beat cancer. Every supporter has a story, a reason for giving, and a desire to make a difference. As a Customer Service Executive, you'll be at the heart of those journeys, helping people feel connected to a cause that changes lives.

This isn't a traditional customer service role. Every conversation is an opportunity to build a relationship, understand what motivates someone, and help them maximise their impact on our mission to create a world where everybody can lead longer, better lives, free from the fear of cancer.

Whether you're supporting a fundraiser preparing for their first event, helping a long-standing donor explore new ways to get involved, or providing guidance during difficult and emotional moments, you'll deliver personalised experiences that inspire deeper engagement and lasting loyalty. If you're passionate about helping people, building meaningful connections and making every interaction count, we'd love to hear from you.

What will I be doing?

• Building genuine, long-term relationships with supporters across phone, email, live chat, social media and written correspondence.
• Delivering exceptional supporter experiences by understanding individual motivations, needs and interests, and providing personalised solutions.
• Identifying opportunities to deepen supporter engagement through fundraising, events, volunteering, campaigning, regular giving and other meaningful ways to get involved.
• Resolving enquiries and complaints with empathy, professionalism and sound judgement to create positive outcomes and strengthen supporter loyalty.
• Maintaining accurate records and ensuring excellent stewardship through timely follow-up and effective management of supporter interactions.
• Supporting Cancer Research UK's mission by consistently achieving quality, service, productivity and supporter satisfaction standards.

Qualifications

• A passion for delivering outstanding supporter or customer experiences and building meaningful relationships.
• Excellent communication skills with the confidence to engage people across a variety of channels.
• Strong listening skills, emotional intelligence and an ability to understand what matters most to supporters.
• Experience working in a customer-focused, supporter-focused, fundraising, charity, sales environment or a contact centre.
• A growth mindset with a proactive and organised approach. Strong attention to detail and the ability to manage competing priorities.
• Confidence using digital systems and identifying opportunities to encourage engagement in a natural, supporter-focused way.

Requirements

• Internal candidates should ideally have completed their 6-month ‘getting started’ period before applying for other roles.
• You should also advise your current line manager at the point you make an internal application, or at the latest, at the point of being invited for an interview.
• All internal candidates applying for a secondment must have completed their getting started period.
• Discussed their intention to apply and gained approval to apply with their line manager.
• Been in their substantive (home) role for at least 6 months (this is only applicable if you have previously been on secondment).

Benefits

• We create a working environment that supports your wellbeing.
• Generous benefits package.
• A wide range of career and personal development opportunities.
• High-quality tools to improve your work-life balance.
• Policies and processes that enable you to take positive steps in your career and achieve your personal wellbeing goals.

Company Description

Our organisation values are designed to guide all that we do:

• Bold: Act with ambition, courage and determination.
• Credible: Act with rigour and professionalism.
• Human: Act to have a positive impact on people.
• Together: Act inclusively and collaboratively.

We’re looking for people who can believe in and embody these organisation values and can use them to drive forward progress against our mission to beat cancer.