Supporter Engagement Lead
£35,277 pa
37.5 Hours per week (part-time 30 hours will be considered)
If you're passionate about creating exceptional supporter experiences and using insight to build meaningful, lasting relationships, this could be your next opportunity.
As our Supporter Engagement Lead, you'll play a pivotal role in shaping how supporters experience Bluebell Wood. From first contact through to long-term stewardship, you'll help ensure every interaction reflects the impact supporters make for babies, children, young people and families. You'll lead a team at the heart of Income Generation, combining supporter care, data, operational excellence and customer experience to strengthen engagement, loyalty and long-term support.
Job Purpose
You'll provide day-to-day leadership of the Supporter Engagement team, translating Income Generation priorities and stewardship plans into outstanding supporter experiences across the hospice.
This is a varied and influential role, bringing together supporter journeys, stewardship, income processing, CRM and data practices, supporter services and enquiry management. Using audience insight, supporter feedback and data, you'll help shape and continuously improve both digital and offline journeys, ensuring every interaction adds value and strengthens relationships with Bluebell Wood.
You'll play a key role in helping the Income Generation team better understand our supporters, identify opportunities for growth and deliver experiences that inspire ongoing engagement, advocacy and support.
What you'll do
This is a snapshot of the role, not an exhaustive list. Please download the full job description and person specification for more detail.
- Lead and coordinate the Supporter Engagement team, providing clear direction, coaching, development and support.
- Create a positive, accountable and values-led culture where high standards and continuous improvement are embedded.
- Oversee supporter engagement, income processing, reception and enquiry services to ensure a consistent, high-quality experience across all touchpoints.
- Lead the development and continuous improvement of supporter journeys, stewardship activity and thanking programmes in partnership with Income Generation and Marketing & Communications colleagues.
- Use audience insight, supporter feedback and CRM data to identify opportunities to improve engagement, retention and supporter experience.
- Work collaboratively across Income Generation and Marketing & Communications to ensure supporter journeys are joined up across both digital and offline channels.
- Champion excellent supporter care, embedding service standards, quality assurance, training and coaching throughout the hospice.
- Lead CRM discipline, data quality and segmentation practices, ensuring insight is used to inform decisions and maximise supporter value.
- Drive innovation, process improvement and smarter ways of working that enhance supporter experience and operational efficiency.
What you'll need:
We're looking for an organised, collaborative and inspiring team leader who is passionate about supporter experience and understands the role data and insight play in building meaningful relationships.
You'll bring experience of line management, mentor and coaching teams, delivering excellent supporter or customer service, and using systems, processes and insight to drive improvements. You'll be confident analysing information, identifying opportunities and turning ideas into action.
Most importantly, you'll be excited by the opportunity to help shape how supporters engage with Bluebell Wood, ensuring every interaction strengthens connection, trust and long-term support for the hospice.
Essential Criteria
- Demonstrable experience leading day-to-day delivery within a supporter or customer care, fundraising operations or income administration environment, with the ability to get the best out of people and deliver excellent service.
- Experience developing colleagues and volunteers, including prioritising work, allocating tasks, managing performance and providing clear direction.
- Confident using CRM systems and data processes to ensure accurate, consistent and effective use of supporter data.
- Able to deliver and embed high-quality supporter or customer service standards, including quality assurance, coaching and training.
- Strong communication and relationship-building skills, with the ability to set clear expectations and work collaboratively across Income Generation and the wider organisation.
What else you need to know:
- Completion of a health assessment relevant to the role.
- A Standard DBS check.
- Two references.
- All offers of employment are conditional on satisfactory completion of pre-employment checks.
Why join Bluebell Wood?
At Bluebell Wood Children's Hospice, we're committed to ensuring every baby, child and young person with a life-limiting condition can access specialist palliative care whenever and wherever they need it. Supporting families across South Yorkshire, North Nottinghamshire, North Derbyshire and parts of North Lincolnshire, we provide a wide range of expert services tailored to each family's needs, including respite care, symptom management, counselling, therapies, home visits and end-of-life support. Delivering this vital care costs around £6.7 million each year, yet only around 17% of our income comes from government funding, meaning we rely heavily on fundraising, donations and community support. That's why every role at Bluebell Wood matters.
In this role, you’ll strengthen long-term supporter engagement by making sure everyday interactions are well-led, joined up and handled with care.
What we offer:
We know great work happens when people feel supported, valued and able to thrive — so here’s what you can look forward to:
Time off
33 days’ holiday, including bank holidays, plus the option to buy and sell leave.
Wellbeing
Employee assistance programme, including mental health support and out-of-hours GP access.
Pay and pension
5% matched pension scheme and enhanced night shift pay.
Family friendly
Enhanced Bluebell Wood family leave pay, including maternity and paternity pay.
Development
Ongoing commitment to your professional development.
Everyday extras
Free parking, subsidised lunch, free tea and coffee, cycle to work scheme, NHS Blue Light Card eligibility and access to our rewards portal.
If you’re passionate about excellent supporter care, confident leading people and processes, and motivated by the opportunity to improve experiences that help children, young people and families, we’d love to hear from you. Apply now!
If you’d like an informal chat about the role, please contact Kelly Gerrard – Marketing and Engagement Manager on 01909 393 227 or by email at [email protected]
How to apply:
Please visit our website:
https://www.bluebellwood.org/job-vacancies
Here you will find the Job Description, Person Specification, and Equal Opportunities Monitoring Form. Download the Job Description and Person Specification for full details of the role. If you feel you meet the criteria and would like to apply, please submit the following documents to [email protected]:
- CV
- Supporting Statement
- Completed Equal Opportunities Form
If you have applied for this role recently, we may only contact you if there has been a significant change in your experience or suitability for the role.
Closing date: Tuesday 25th August 2026
Interviews: Friday 4th September 2026
We are committed to creating a diverse and inclusive workplace that reflects the communities we support. We welcome applications from people of all backgrounds, experiences and identities, including people of different ages, disabilities, genders, sexual orientations, ethnicities, religions or beliefs, and socioeconomic backgrounds.
We want our recruitment process to be accessible and inclusive. If you need any reasonable adjustments at any stage, please let us know and we will do what we reasonably can to support you.
Pay: £35,277.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
