Supporter and Donations Officer – Air Ambulance Charity
Location: Wellington, Somerset
Hours: Full-time (37.5 hours per week)
Salary: circa £27,000 (FTE)
About the Charity
Dorset and Somerset Air Ambulance is a life-saving charity bringing advanced critical care to people across Dorset and Somerset when every second counts. Our crews respond by air and road, delivering hospital-level care at the scene of serious illness or injury. Every mission is made possible by the generosity of our supporters and this role will help ensure every supporter feels valued, thanked and connected to the difference they make.
Role Purpose
This is a rewarding, people-focused role at the heart of our supporter experience. As Supporter and Donations Officer, you will often be one of the first voices a supporter hears and one of the key people ensuring their gift is handled with care, accuracy and appreciation. You will combine warm, empathetic communication with excellent administration, helping supporters feel proud of their connection to our life-saving work while keeping donation processes, records and stewardship activity running smoothly..
Key Responsibilities
Supporter Care & Communications
- Be a welcoming and trusted first point of contact for supporters, making every phone call, email, letter and face-to-face enquiry feel personal, professional and valued.
- Respond to donation and fundraising enquiries with care, accuracy and confidence, helping supporters understand the impact of their giving and the difference they make.
- Communicate sensitive or detailed information clearly and compassionately, adapting your tone to each supporter and situation.
- Work closely with colleagues across fundraising, communications, finance and supporter engagement to create a joined-up and consistently excellent supporter journey.
Donation Administration
- Accurately process donations received online, in person and by post.
- Maintain and update supporter data on the charity's database, ensuring compliance with data protection legislation (GDPR).
CRM Administration
- Keep supporter records accurate, secure and up to date, ensuring data is handled responsibly and in line with GDPR.
- Use the CRM to strengthen supporter communications, campaign tracking and stewardship, helping the charity build lasting relationships with its supporters.
- Process donations received online, in person and by post with accuracy, care and attention to detail, ensuring supporters are thanked promptly and appropriately
Data Management & Reporting
- Ensure supporter records are accurate and up to date, enabling effective communications and campaign tracking.
Campaign & Fundraising Support
- Support fundraising campaigns, appeals and stewardship activity that inspire people to give, stay connected and deepen their relationship with the charity.
- Contribute to events and donor engagement activity, helping supporters, volunteers and colleagues feel informed, organised and motivated.
- Provide high-quality administrative support across fundraising, keeping processes, deadlines, reporting and diary activity running smoothly and professionally.
- Coordinate the DSAA events diary, liaising with supporters, volunteers and colleagues to secure the right representation at events, talks and cheque presentations
Person Specification
Essential
- A confident and compassionate communicator, able to build rapport with a wide range of people by phone, email, post and in person.
- A warm, professional telephone manner, with the empathy and judgement to handle supporter conversations sensitively and positively.
- Excellent organisational skills, strong attention to detail and the ability to manage varied administrative tasks accurately.
- Experience in customer service, supporter care, administration or another people-focused role where high-quality service matters.
- Confidence using databases, CRM systems or similar tools, with a willingness to learn new systems and processes.
- A proactive, positive approach and a genuine interest in using your skills to support a life-saving local charity.
- A collaborative team player who supports colleagues, contributes ideas and helps create a positive working culture.
Desirable
- Experience working in a supporter engagement or income-processing role, including payment processing.
- Experience in a people-focused engagement role.
- Understanding of data protection regulations (e.g., GDPR) and charity fundraising regulations.
- Passion for the work of air ambulance or emergency response charities.
Experience
- Previous experience of working in an administrative role in a fast-paced office environment.
- Experience in customer service and handling queries.
Education
- English and Maths GCSE’s Grade 5/C or above, or equivalent.
Working Conditions
- Office-based, in person role.
- Occasional travel to charity fundraising events or meetings.
- Full-Time.
What You Will Bring?
We are looking for someone who enjoys working with people, takes pride in getting the details right and understands that excellent supporter care is about more than administration, it is about making people feel appreciated, informed and part of something lifesaving. If you are organised, personable, calm under pressure and motivated by meaningful work, this role offers the chance to make a real contribution from day one.
This is an opportunity to do meaningful work every day in a charity that is deeply valued by the communities it serves. You will join a supportive, ambitious and compassionate team at an important stage in the charity’s development, helping us strengthen supporter relationships and grow the income that keeps our crews ready to respond. In return, you will be part of a purpose-led organisation where your attention to detail, empathy and professionalism will have a visible impact on supporters, colleagues and ultimately the patients and families who rely on our service.
Why Join Us?
Working for our Air Ambulance Charity means being part of a dedicated and compassionate team committed to saving lives every day. Your role will directly support the ongoing funding and growth of this vital service. We offer a supportive work environment, opportunities for personal development, and the chance to make a real difference in your community.
If you feel you have the right skills, experience and knowledge, and would like to join our passionate and friendly team, we would love to hear from you!
Recruitment Process
Closing Date: Thursday, September 10th 2026
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
- Sick pay
Education:
- GCSE or equivalent (required)
Experience:
- Office: 2 years (required)
- Customer service: 2 years (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
