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Supporter Care Coordinator (Based in London)

Job Title: Supporter Care Coordinator

Department: Fundraising

Hours: 24 hours per week (0.6 FTE)

Reports to: Supporter Care Manager

Location: London

Duration: Permanent contract

Salary Grade: 2.1

Salary: £18,160 per annum



Please apply on our website by submitting a copy of your CV together with a letter of motivation and the Application Taskbelow (please upload as one document) by the closing date.



Médecins Sans Frontières/Doctors Without Borders (MSF) provides life-saving emergency relief and longer-term medical care to some of the most vulnerable and excluded communities around the world. As an international medical humanitarian organisation, we deliver care based only on need, regardless of ethnic origin, gender, religion or political affiliation.

MSF has around 40,000 local and international staff working in over 70 countries, in some of the most challenging places in the world. Our medical humanitarian projects are supported by teams in 32 countries, including the UK, spread across Europe, North and South America, Asia, Africa and Australasia.

At MSF UK, we support MSF's operations by building relationships with our supporters, increasing awareness of our work, raising funds, providing specialist medical expertise, catalysing change on medical humanitarian issues and recruiting field staff. MSF UK personnel are dynamic, hard-working, enthusiastic and committed to MSF's values and aims. 



Set up in 1996, MSF UK’s Fundraising team raises private income for MSF field operations globally, and to cover MSF’s costs in the UK.  In 2017 the team of 22 raised over £48.7 million, which includes £18.1 million from regular donations.

Our goal is to build income by bringing supporters closer to the people that MSF assists, and the medical action that private donations make possible.  MSF UK prides itself on the accessibility of the Fundraising team to our supporters and the provision of excellent supporter care.  This is central to the philosophy of the team and builds the foundation of long lasting relationships with our supporters. 

MSF UK’s fundraising strategy is focused on increasing the value of each supporters contribution by developing relationships with individual, corporate and trust supporters.  These are vital to the development of MSF’s medical, operational and financial contribution to field missions. 

The Fundraising team is made up of the Campaigns, Major Gifts, Fundraising Operations and Community and Events teams.  The Fundraising Operations team includes Supporter Care and Database Management. 



The Supporter Care Coordinator is responsible for managing interactions with supporters through a number of different channels ensuring excellent supporter care is provided.  Working with MSF’s network of 3rd party service providers, the role also ensures that a high level of care is extended through to companies working on behalf of MSF.



  • Monitor and respond to emails received into the MSF UK ‘Fundraising’ in-box.  This includes enquiries and requests from potential and current MSF supporters across a wide range of subjects.
  • Act as the main point of contact for general enquiries, and processing donation requests, including card donations, from potential or current supporters by telephone.
  • Respond to postal enquires and donations from supporters. This includes the administration of non-standard ‘whitemail’ correspondence from 3rd party service providers.  
  • Manage the response to MSF’s ‘referral files’. This includes general enquiries and complex donation requests transferred by MSF’s inbound telemarketing agency.
  • Routinely deal with a range of complex issues or queries from supporters which require liaison with other MSF teams to resolve or address issues raised.  Respond to supporters, adapting style and content accordingly.
  • Administer donations received from various channels, for example, Direct Debits, Standing Orders, Credit/Debit cards, cheques, bank transfers and PayPal. Process the donation and provide an acknowledgement to the supporter, where required.
  • Respond to enquiries and process donations from Corporate & Trust supporters up to the value of £5,000.
  • Where non-standard process issues or errors occur, initiate investigation with 3rd party service suppliers and coordinate communication between MSF, the supporter and the 3rd party service provider. Once resolved, update any change to process documentation required.
  • Participate in regular call listening to inbound telemarketing agencies. Provide support, training and script guidance for MSF’s Out of Hours service to ensure consistent levels of supporter care are being provided.
  • Work alongside the Campaigns Team to conduct an annual review of supporter correspondence.  Update and implement changes to where required.
  • Ensure all responses to supporters are actioned according to the priorities agreed within the Supporter Care SLA’s.
  • As required, deputise for the Supporter Care Manager during annual leave and absence. In the absence of the Supporter Services Coordinator provide cover for key, time specific tasks e.g. weekly banking.
  • As required, manage and plan workload for the Supporter Care volunteer.  Brief in task duties and changes to process.
  • Liaise with Reception at MSF UK to ensure the accurate processing of incoming and outgoing post for the fundraising team.  
  • Work as a full member of the Fundraising team and assist with fundraising projects as and when required.


Please note that this list is indicative of the key responsibilities of this role but is by no means exhaustive. MSF is an emergency organisation and a ‘Can do’ attitude and flexibility to take on other related tasks is essential.




  • Excellent phone manner and an ability to connect and engage with supporters
  • Excellent written communication skills with an ability to adapt style and information on MSF’s work to suit a range of supporters
  • Experience of liaising with 3rd party suppliers – providing briefings and training to staff
  • A systematic and organised approach with a proven ability to follow things through and meet targets in line with established schedules and deadlines
  • Ability to plan, manage and prioritise a busy workload amid conflicting demands, with good escalation skills
  • Confident interpersonal skills with an ability to build relationships with internal and external contacts
  • Confident and proven ability to work independently in within a fast paced and demanding team environment exercising good judgment and using own initiative.
  • Responsible attitude to dealing with sensitive and confidential information
  • Flexibility to take on other related tasks combined with a willingness to learn
  • Fluency in written and spoken English
  • Commitment to the aims and values of Médecins Sans Frontières
  • Ability to travel occasionally in the UK



  • Working knowledge of a fundraising database, in particular CARE, would be an advantage
  • Available to travel domestically and internationally including to MSF field projects


Candidates must hold an appropriate passport or permit to work in the UK



Please apply on our website by submitting a copy of your CV together with a letter of motivation and the Application Taskbelow (please upload as one document) by the closing date.  


Application Task

Thank you for your interest in working with Médecins Sans Frontières/Doctors without Borders (MSF) in London as Supporter Care Coordinator. As part of your application for this role, please complete the following task and send in with your cover letter and CV.

Please write a letter of thanks in acknowledgement to an existing MSF supporter for a £25.00 donation received in support of MSF's work in Yemen.

The letter should be no longer than one side of A4 paper.



Please check that you have included the following in your application:

  • An up-to-date CV
  • Letter of Motivation, which is a supporting statement demonstrating how you meet the key requirements of the role
  • Application Task


Recruitment timetable: