Job description

Job responsibilities

Support the delivery of excellent donor care and fundraising administration across all fundraising income streams.

Act as a first point of contact for donor enquiries across phone, email, digital, and in-person channels, ensuring queries are resolved or escalated appropriately.

Support the administration of fundraising campaigns, appeals, events, and donor activities, ensuring accurate record keeping and timely follow-up.

Assist with processing donations, pledges, Gift Aid, and donor requests accurately and in line with donor wishes and organisational procedures.

Coordinate the fulfilment of fundraising materials, supporter packs, and resources.

Support the administration and coordination of fundraising events and operational projects as required.

Assist the Fundraising Operations Manager in monitoring service standards, KPIs, and operational processes.

Help ensure compliance with GDPR, PECR, the Code of Fundraising Practice, Gambling Commission requirements, and internal procedures.

Provide first-line support to Microsoft Dynamics users, resolving queries and escalating issues where appropriate.

Maintain accurate and up-to-date donor records, ensuring high standards of data quality and compliance.

Assist with data cleansing, duplicate management, and regular data quality checks.

Support data imports, selections, reporting, and donor data administration processes.

Assist with the preparation and submission of Gift Aid claims and direct debit processing in collaboration with Finance and fundraising teams.

Maintain CRM process notes, guidance documents, and training materials.

Support user training and ongoing engagement with CRM systems and processes.

Work collaboratively with the CRM Manager and Fundraising Operations Manager to support system improvements and effective CRM usage across fundraising.

Complete the production of accurate fundraising reports, mailing lists, data selections, and donor insight.

Assist with monitoring fundraising KPIs, campaign performance, and operational activity.

Support the use of donor insight, segmentation, and supporter journeys to improve donor engagement and retention.

Help maintain accurate financial and non-financial data flows from fundraising platforms and third-party suppliers.

Contribute to data-driven decision making by supporting analysis, evaluation, and reporting activity.

Work closely with the Marketing and Communications team to support fundraising communications and donor engagement activity.

Assist in updating digital channels, website content, newsletters, and social media with fundraising information and supporter stories.

Support the development and delivery of donor journeys and engagement plans.

Use donor feedback, insight, and research to help improve communications and supporter experience.

Work collaboratively across fundraising and the wider organisation to support integrated planning and delivery of fundraising activity.

Support the Fundraising Operations Manager in identifying opportunities to improve systems, processes, efficiency, and donor experience.

Contribute to a collaborative, donor-centric, and continuous improvement culture across fundraising operations.

Ensure compliance with organisational policies, fundraising regulations, GDPR, and health and safety requirements.

Represent Keech Hospice professionally at all times, maintaining a positive and donor-focused approach.

Work flexibly, including occasional evenings and weekends, to meet the needs of the role.

Undertake any other reasonable duties as requested by the Fundraising Operations Manager or Senior Leadership Team.

Person Specification

Qualifications

Essential

• Qualifications in English and Maths Level 5 or above (or equivalent)
• Relevant training in customer service, supporter care, database management or related fields.

Desirable

• Willingness to undertake or work towards the CIOF Certificate in Fundraising or equivalent qualification.

Experience

Essential

• Significant experience in supporter care, customer service, donor administration or a similar role.
• Experience using CRM systems or databases (such as Microsoft Dynamics).
• Experience working within a structured, target-driven or supporter-focused environment.

Desirable

• Experience working in a charity or fundraising environment
• Experience supporting events, campaigns, or donor/customer engagement activity
• Understanding of how supporter engagement and excellent donor care contribute to income growth.

Additional Criteria

Essential

• Excellent written and verbal communication skills, with the ability to engage and support a wide range of stakeholders.
• Strong organisational skills with the ability to manage multiple tasks accurately and efficiently.
• Good understanding of CRM systems, data management and reporting.
• Excellent attention to detail and commitment to accurate record keeping.
• Strong IT skills, including Microsoft Office applications (Word, Excel and Outlook).
• Ability to identify and resolve issues proactively.
• Effective team-working skills with a collaborative approach.
• Good understanding of data protection requirements, including GDPR and PECR.

Desirable

• Awareness of UK fundraising regulations, compliance requirements and fundraising best practice.
• Strong understanding of donor care, supporter experience and relationship management principles.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keech Hospice Care

Address

Keech Hospice

Great Bramingham Lane

Streatley

LU3 3NT

United Kingdom

Employer's website

https://www.keech.org.uk/ (Opens in a new tab)

Job description

Job responsibilities

1.Ensure patients and families are received at the hospice into a welcoming, relaxed and friendly environment.

2.To work closely with other members of the Care Team, recognising and working within own capabilities, but always acting in the best interest of the Patient and family.

3.Take responsibility for the general care and safety of patients allocated by the Team Leader, ensuring care is carried out to a high standard, following the patients individual care plan and that clear reports are given to other staff.

4.Assist with patients personal clinical care, record patient observations, collect specimens and other tasks for which competence has been assessed, in accordance with the patients individual care plan and under the supervision of the registered clinician.

5.Take the opportunity to sit with patients when they are alone and would like company; get to know them and what matters to them.

6.Provide support and assistance to registered clinicians when carrying out nursing procedures.

7.Work collaboratively with other healthcare professionals to provide patient centred care and use the experience to develop your own knowledge and confidence.

8.Keep accurate, contemporaneous records and ensure that care is carried out in accordance with each individual patients care plan, and ensure relevant templates are updated within the patients electronic record.

9.Support the clinicians with the admission and discharges of patients, including the completion of assessment templates on the patients electronic record as requested, within scope of assessed competence.

10.Report any concerns with regards to patient care, changing needs or safeguarding concerns to the shift leader, and record this in the patients electronic record.

11.Facilitate opportunities for patient and families to talk, should they wish to. To understand the importance of listening and develop listening skills with the appropriate training. Be prepared to give pre and post bereavement support to families, in conjunction with the Clinical Team and Family Support Service.

12.Be familiar with the range of support available for patients and carers and assist patients and families to create memories.

13.Communicate information to patients using, reassurance, tact and sensitivity, overcoming barriers to understanding using a range of methods appropriate to the needs of the patient.

14.Ensure that patient and family confidentiality is always maintained.

15.Undertake a link role to develop own knowledge and skills and participate in audits as requested.

16.Support colleagues to achieve their objectives within their own link roles.

17.Actively participate in maintaining a safe environment, taking care of the equipment available, and ensuring all daily and weekly checks are completed, with any concerns escalated through the appropriate channel.

18.Take the opportunity to attend debrief and supervision sessions as part of self-care management and support for other colleagues.

19.Take the opportunity to attend training sessions, consider how your learning will change how you work, and share learning with other colleagues

Person Specification

Qualifications

Essential

• Good standard of English & Maths.
• Good standard of communication.
• Evidence of training relevant to the role in a health care setting, or personal experience of caring for patients.

Desirable

• NVQ in health studies level 3, or equivalent

Experience

Essential

• Understands the role of the Palliative Care Support Worker in the hospice or community setting.
• Ability to prioritise work.
• Understands the work of the primary health care team.
• Previous work in a hospice or community setting, or relevant, transferable experience.

Desirable

• Understanding of palliative care services available in the local area.
• Caring for patients with palliative conditions
• Care of patients in the dying phase of their illness.
• Experience as a Palliative Care Support Worker, or equivalent.

Additional Criteria

Essential

• Good interpersonal and communication skills working with patients, families, carers, and professionals.
• Ability to work with others and unsupervised.
• Ability to work under pressure.
• Accurate and methodical approach to work.
• Organised and able to prioritise and adapt to presenting situations.
• Ability to problem solve.
• IT skills to include Word.
• Ability to work in a culturally aware way with many different cultural and faith groups.

Desirable

• Experience of supporting families when distressed.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keech Hospice Care

Address

Keech Hospice

Great Bramingham Lane

Streatley

LU3 3NT

United Kingdom

Employer's website

https://www.keech.org.uk/ (Opens in a new tab)

Job description

Job responsibilities

To communicate courteously and effectively to provide an efficient service to patients, relatives and staff.

To know and understand the colour coding system and to follow infection control procedures.

Service all areas of the hospice through replenishment of hand towels, tissues and other consumables in line with the hospice budget.

Have an awareness of developments within the hospice.

Ensure effective use of volunteers within the housekeeping area.

Use machinery and other service equipment supplied by the hospice correctly, to ensure high standard of hygiene.

Ensure cleaning substances are replenished as necessary and in accordance with store budgets, liaising with the Housekeeping Supervisor.

Implement the correct procedure for dealing with rubbish/ clinical waste.

Ensure maximum cost control through the efficient use of cleaning substances/chemical strengths as recommended by the manufacturer.

Pool area to be checked and cleaned daily, remove all clinical waste and general rubbish.

Replenish toilet rolls & hand towels.

To transport the laundry around the hospice and to keep the laundry running smoothly.

To fill in and sign the weekly and monthly schedules sheets for the area you are working daily.

Person Specification

Experience

Essential

• Proven experience of cleaning to high standards
• Knowledge of COSHH regulations
• Knowledge of colour coded cleaning

Additional Criteria

Essential

• Ability to achieve and
• maintain high standards
• of cleanliness

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keech Hospice Care

Address

Keech Hospice

Great Bramingham Lane

Streatley

LU3 3NT

United Kingdom

Employer's website

https://www.keech.org.uk/ (Opens in a new tab)

Job description

Job responsibilities

Lead the development and delivery of the Community and Events fundraising activity plan in line with Public Fundraising objectives and income targets.

Translate strategic priorities into clear annual plans, ensuring robust planning cycles and prioritisation processes across the team.

Set, monitor, and review team and individual KPIs that align with income, engagement, and growth objectives.

Establish a high-performance culture based on accountability, collaboration, and continuous improvement.

Manage team capacity and resource allocation to ensure effective delivery of all activity.

Lead regular team meetings, 1:1s, and performance reviews to support delivery and development.

Oversee the development and implementation of the Community and Events team structure, supporting recruitment and onboarding where required.

Lead the delivery of Community and Events fundraising activity, ensuring income targets and growth objectives are achieved.

Develop and grow community fundraising, third-party events, flagship campaigns, and supporter-led initiatives.

Build and manage relationships with community groups, schools, clubs, local organisations, and supporters to maximise engagement and income.

Lead on selected high-value partnerships or relationships where appropriate.

Identify and develop new fundraising opportunities to diversify and increase income streams.

Ensure all fundraising activity is delivered to a high standard with strong supporter experience and engagement.

Accountable for Community and Events income targets and associated budgets.

Develop, monitor, and manage income and expenditure budgets, ensuring financial performance is on track.

Provide regular forecasting, reporting, and performance updates to the Head of Public Giving.

Identify risks to delivery and implement corrective actions in collaboration with senior stakeholders.

Work with the Head of Public Giving to translate financial insight into operational planning and delivery.

Provide strong leadership and direction to a team of four direct reports.

Support recruitment, induction, and onboarding of new team members.

Ensure all team members have clear objectives, development plans, and performance frameworks in place.

Promote a positive, inclusive, and collaborative team culture aligned with organisational values.

Ensure effective communication, coordination, and shared ownership across the team.

Champion and deliver excellent supporter experience across all Community and Events activity.

Develop and improve stewardship approaches to enhance supporter retention, engagement, and loyalty.

Work closely with Marketing & Communications to deliver consistent and compelling fundraising materials.

Ensure supporter journeys are engaging, consistent, and aligned with organisational priorities.

Lead the Community and Events volunteer programme, ensuring effective recruitment, engagement, and retention.

Develop volunteer structures and processes to support successful delivery of events and community activity.

Ensure volunteers are well-supported, valued, and integrated into fundraising activity.

Work closely with Fundraising Operations, Marketing & Communications, and Finance teams to ensure joined-up planning and delivery.

Support cross-team collaboration opportunities, including In-Memory, Corporate, and wider fundraising activity. Contribute to organisation-wide fundraising planning and strategy development.

Use insight and performance data to inform planning, improve delivery, and maximise income generation.

Monitor activity performance and use evaluation to drive continuous improvement.

Embed a test-and-learn approach to improve fundraising effectiveness and supporter engagement.

Ensure all Community and Events fundraising activity is delivered in line with relevant fundraising regulations, GDPR, PECR, and the Fundraising Code of Practice.

Promote high standards of ethical fundraising and supporter care.

Maintain awareness of sector trends and best practice, applying learning to improve delivery.

Work flexibly, including evenings and weekends where required to support events and fundraising activity.

Person Specification

Qualifications

Essential

• Qualifications in English and Maths
• Level 5 or above (or equivalent)

Desirable

• Fundraising qualification (or working
• towards) such as CIOF Certificate in
• Fundraising or equivalent
• professional development
• ILM Level 4 Management
• qualification or equivalent
• leadership training (or working
• towards)

Additional Criteria

Essential

• Baseline understanding of fundraising
• regulation including GDPR, PECR, Gift
• Aid, and the Fundraising Code of
• Practice
• Project management skills, including
• the ability to manage multiple activity
• simultaneously.
• Strong interpersonal and leadership
• skills with the ability to motivate, inspire, and influence a wide range of
• stakeholders
• Strong budgeting skills with ability to
• manage, track, and advise on financial
• performance across activities
• Excellent written and verbal
• communication skills
• Competent user of Microsoft Office
• (Word, Excel, PowerPoint, Outlook)
• Ability to use data and insight to
• support decision-making and improve
• performance and supporter experience
• An analytical mindset with a focus on
• improving performance and achieving
• measurable outcomes.
• Understanding of the charity sector
• and fundraising regulations in the UK
• ensuring compliance

Desirable

• Proficiency in using data to inform
• fundraising strategies and improve a
• donor, supporter and volunteer
• experience.
• Experience of preparing or
• contributing to strategic fundraising
• plans
• Experience of MS Dynamics
• Advanced proficiency in data
• analysis tools (e.g., Excel, SQL).

Experience

Essential

• Direct experience of Community and Events Fundraising, with a strong understanding of these income streams.
• Direct experience of effective line management and supporting team
• members to demonstrable success
• Experience of leading and improving team performance within a busy, target-driven fundraising environment
• Experience of implementing structured plans, KPIs, performance frameworks, and managing resources and timelines for delivery
• Demonstrable experience of excellent donor care and stewardship, using resources effectively to enhance donor experience and retention
• Experience of budget management and financial tracking within fundraising or equivalent environment

Desirable

• Experience or knowledge of other Fundraising areas such as In
• Memory, Corporate.
• Experience of using a CRM system (e.g. Microsoft Dynamics or
• equivalent) to monitor income, trends, and supporter insight
• Detailed knowledge of fundraising compliance frameworks and
• regulatory environment
• Experience of developing or contributing to strategic or business
• planning within fundraising

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keech Hospice Care

Address

Keech Hospice

Great Bramingham Lane

Streatley

LU3 3NT

United Kingdom

Employer's website

https://www.keech.org.uk/ (Opens in a new tab)

Job description

Job responsibilities

To support and report upon the fundraising strategic plan and operational plans for the personal giving team, achieving agreed budgets.

To provide strong leadership, direction and performance management within the individual giving team, building a values-led environment.

Creating clear objectives, KPIs and personal development plans.

Develop and execute a comprehensive individual giving strategy, with a focus on retention and income growth through, tested supporter journeys, digital channels and automation.

Plan and manage lotteries and raffles to diversify income streams and maximise revenue.

Regularly research opportunities to achieve metrics and improve long-term ROI in individual giving.

Design and implement online fundraising activity, working closely with the Marketing & Comms team to utilise multiple channels including email marketing, social media, and website optimisation.

Utilise CRM systems and marketing automation tools to enhance donor engagement and retention.

Analyse fundraising data to track performance, identify trends, and inform decision-making.

Prepare regular reports on campaign performance, donor metrics, and financial outcomes.

Prepare detailed financial revenue analysis and progress reports for analysis, management, key stakeholders and other fundraising teams.

To lead on and champion the effective use of data, segmentation and supporter journeys that complement and build upon the fundraising strategic plan.

Develop and implement strategies to acquire new donors and retain existing ones including the creation of and strategic plans for lapsed and mid-value donors and regular giving.

Lead on the development and delivery of individual giving campaigns.

Work with the public fundraising and marketing and comms teams to create personalised supporter journeys and segmentation strategies to enhance donor experience.

Work collaboratively with other departments to ensure cohesive implementation of the annual giving plan from research to evaluation.

Coordinate with other departments to align fundraising efforts with organisational goals.

Working with fundraisers in the high-net-worth space, fully understand and create strategic plans for mid-value and regular giving.

Creating a case for support for investment and growth.

Stay updated on the latest trends and technologies in digital fundraising and automation.

Test and implement new fundraising channels and methods to improve efficiency and effectiveness.

Work with the fundraising team, leading on individual giving and lottery to develop new ideas and best practices to improve donor retention and increase annual gift amounts with a clear focus on digital and automation.

Build and grow our successful lottery function while leveraging these donors to increase lifetime value, including through conversion to regular gifts, and test and learn from their engagement preferences.

Ensure all individual giving fundraising activities comply with UK fundraising regulations and best practices, including the Gambling Commission.

Build, monitor and control the growth of multi-million pound budget plans, reforecasting when necessary, ensuring all resources are used effectively.

Manage operations of the Individual Giving programme, ensuring all activities are completed accurately, on time and within budget.

Maintain accurate records of donor communications and support with improvement and updating of donor management systems regularly.

Person Specification

Qualifications

Essential

• Qualifications in English and Maths at Grade 5 or above (or equivalent)

Desirable

• Professional certification in fundraising, such as the Certificate in Fundraising from the Chartered Institute of Fundraising (CIOF)
• Additional certifications in digital marketing or project management.

Experience

Essential

• Substantial time in a similar role within the charity sector, with a clear focus on digital fundraising and automation.
• Excellent written and verbal communication skills to engage & inspire.
• Understanding of supporter/customer engagement strategies and how data and automation can optimise acquisition campaigns and retention.
• Experience in donor segmentation and personalised marketing.

Desirable

• Proven experience in managing large-scale fundraising appeals or campaigns.
• Demonstrated ability to build and maintain relationships with individual donors

Additional Criteria

Essential

• Project management skills, including the ability to manage multiple campaigns simultaneously.
• Ability to fully manage budgets and financial reporting.
• High-level of proficiency in CRM systems and marketing automation tools.
• Strong understanding of the charity sector and fundraising regulations and best practice in the UK ensuring compliance in fundraising projects.

Desirable

• Proficiency in using data to inform fundraising strategies and improve donor engagement through digital automation.
• Experience with digital fundraising tools and platforms.
• Familiarity with data visualization tools.
• Creative thinking and innovation in fundraising approaches.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Keech Hospice Care

Address

Keech Hospice

Great Bramingham Lane

Streatley

LU3 3NT

United Kingdom

Employer's website

https://www.keech.org.uk/ (Opens in a new tab)