Medical Investigation jobs

Senior Supporter Engagement Officer

Animal Welfare Investigations Project (AWIP)
Remote, UK-based | Full-time | Fast-paced supporter engagement and fundraising role

The closing date for this role is 19th July 2026. Interviews are expected to take place during the week commencing 27th July 2026.

Do you want your work to directly save animals?

Animal Welfare Investigations Project (AWIP) is a frontline animal protection organisation. We investigate, disrupt, protect and rescue animals suffering in organised cruelty, from illegal puppy trading and dogfighting to the dog meat trade.

Our supporters are at the heart of this work. Every petition signed, every call answered, every donation made, every complaint handled well, and every supporter journey improved can help fund real-world action for animals in urgent need.

We’re now looking for a Senior Supporter Engagement Officer to help us deepen supporter relationships, improve supporter journeys, and grow income across the full lifecycle of engagement — from someone first signing a petition, through to making their first donation, becoming a regular giver, upgrading their support, responding to urgent appeals, and eventually considering leaving a gift in their Will.

This is a fundraising role. You will not be afraid to ask supporters for money.

This is a hands-on, fast-paced role for someone who understands supporter care, telephone fundraising, direct response, donor development, and the importance of moving supporters from interest to action.

The role

You’ll be responsible for helping AWIP engage, retain and develop supporters across multiple channels, with a particular focus on telephone fundraising, supporter journeys, supporter enquiries, complaints handling, quality assurance and income growth.

You’ll help make sure AWIP asks clearly, confidently and at the right moments — because our ability to rescue animals, investigate cruelty, support prosecutions and respond to emergencies depends on public support.

You’ll work closely with colleagues across email marketing, social media, visual media, fundraising and leadership to create joined-up supporter engagement plans that inspire people to take action and give.

You’ll also manage our in-house telephone fundraising team, helping ensure calls are warm, professional, compliant, supporter-focused and effective at raising funds.

This role is about building relationships, but it is also about generating income. We are looking for someone who understands that asking for donations is not something to apologise for — it is how lifesaving work gets funded.

This is an ideal role for someone coming from:

• Telephone fundraising
• Supporter care or donor development
• Individual giving
• Direct-response fundraising
• Supporter journey planning
• High-volume fundraising or campaign environments
• Regular giving, upgrade, reactivation or legacy fundraising

What you’ll be doing

• Planning and improving supporter journeys across the full supporter lifecycle, from petition signer to donor, regular giver, upgraded supporter, campaigner and legacy prospect
• Creating clear opportunities for supporters to donate, give monthly, upgrade their support and consider leaving a gift in their Will
• Managing AWIP’s in-house telephone fundraising team, including day-to-day coordination, performance support, coaching and quality assurance
• Helping develop telephone fundraising plans, supporter segments, call scripts, donation asks, upgrade asks, reactivation journeys and follow-up activity
• Supporting the telephone fundraising team to make confident, respectful and effective fundraising asks by phone
• Working with email marketing, social media and visual media colleagues to create joined-up supporter engagement plans that drive action and income
• Helping turn petitions, emergency appeals, rescue updates and investigations into supporter journeys that raise funds
• Supporting campaigns that move supporters from one action to the next, including petitions, appeals, emergency updates, regular giving asks and legacy messaging
• Responding directly to supporter enquiries by email, phone and other channels
• Handling supporter complaints with professionalism, empathy and good judgement
• Reviewing telephone fundraising calls for quality, tone, accuracy, compliance, supporter experience and fundraising effectiveness
• Coaching telephone fundraising colleagues to improve call quality, confidence, supporter care and donation outcomes
• Monitoring supporter feedback, objections, complaints and conversion trends to improve future activity
• Identifying recurring issues, risks or opportunities within supporter contact and fundraising activity
• Helping ensure supporter communications are clear, respectful, accurate and aligned with AWIP’s mission
• Working with fundraising and leadership colleagues to align supporter engagement with income targets and operational priorities
• Using CRM data, campaign results and supporter behaviour to recommend improvements to journeys and engagement activity
• Supporting retention activity, reactivation campaigns, regular giving journeys, donor upgrades and legacy engagement
• Helping develop stewardship activity so supporters feel valued, informed and motivated to keep giving
• Maintaining strong data hygiene and accurate supporter records
• Ensuring supporter engagement activity reflects relevant fundraising, data protection and supporter care standards

What we’re looking for

You’ll be someone who understands that supporter engagement is not just about being friendly — it is about building trust, moving people to action, and helping fund lifesaving work for animals.

You’ll be confident asking supporters to give, upgrade, give monthly, respond to urgent appeals and consider deeper forms of support over time.

You’ll understand how to balance warmth with directness, and supporter care with income generation.

You’ll be confident speaking to supporters, managing sensitive conversations, improving supporter journeys, and supporting a small team to deliver high-quality telephone fundraising activity.

Essential

• Experience in supporter engagement, telephone fundraising, individual giving, donor development, supporter care or a similar fundraising role
• Confidence asking supporters for donations directly, especially by phone
• Experience working with supporter or donor journeys
• Strong understanding of how to move supporters through a lifecycle of engagement
• Experience with telephone fundraising activity, either directly or through managing/supporting callers
• Ability to develop or improve fundraising asks, call scripts, supporter journeys and follow-up activity
• Confident handling supporter enquiries, objections and complaints in a calm, professional and empathetic way
• Strong written and verbal communication skills
• Good judgement and emotional intelligence when speaking to supporters
• Comfortable working with KPIs, call outcomes, conversion rates, donation values, upgrade rates, complaint trends and supporter feedback
• Highly organised, with the ability to manage multiple priorities at once
• Comfortable working in a fast-paced, mission-driven environment where income matters
• Strong attention to detail, especially around supporter records, complaints, call quality and follow-up actions
• A genuine commitment to animal protection and AWIP’s mission

Desirable

• Experience managing or supervising telephone fundraisers
• Experience with in-house telephone fundraising teams
• Experience with legacy fundraising or legacy supporter journeys
• Experience with regular giving, donor upgrades, reactivation or retention campaigns
• Experience using CRM, email marketing, donation or fundraising platforms
• Understanding of direct-response fundraising and donor psychology
• Experience working in a small or fast-growing charity
• Knowledge of fundraising compliance, supporter care best practice and data protection considerations
• Experience working with large supporter lists or high-volume fundraising programmes

How you work

You’re highly organised but not rigid.

You understand that good supporter engagement requires warmth, speed, accuracy and commercial awareness.

You’re comfortable balancing supporter care with fundraising outcomes.

You don’t see complaints as an inconvenience — you see them as an opportunity to protect trust, fix problems and improve the supporter experience.

You can move quickly, but you don’t cut corners on quality, tone or accuracy.

You enjoy working across teams and joining up activity between phone, email, social media, visual media and fundraising.

You’re confident giving feedback to callers and helping others improve.

You care about the detail, because you know a badly handled call, email or complaint can damage a supporter relationship.

You test, learn, iterate and don’t take results personally.

You’re motivated by real-world outcomes: animals rescued, cruelty exposed, abusers held accountable, and supporters feeling proud to be part of the mission.

You understand that fundraising is not separate from the mission — it is what makes the mission possible.

This role is not for you if:

• You are uncomfortable asking people for money
• You believe supporter engagement should avoid direct fundraising asks
• You want a purely administrative supporter care role with little income responsibility
• You dislike telephone fundraising or feel uncomfortable with direct supporter conversations
• You are uncomfortable working to fundraising targets or performance indicators
• You struggle with complaints, objections, difficult conversations or emotionally charged supporter contact
• You prefer soft awareness activity over clear calls to donate, give monthly or increase support
• You prefer slow, heavily structured campaigns with long sign-off processes
• You need constant direction before taking action
• You are uncomfortable giving feedback or holding others to quality standards
• You see supporter journeys as “nice to have” rather than central to fundraising growth
• You want a role focused only on brand awareness rather than measurable supporter action and income
• You are not comfortable working in a small, fast-moving organisation where priorities can change quickly

This role is for someone who understands that if we do not ask, animals do not get rescued.

It is for someone who can ask confidently, care deeply, protect supporter trust, and help AWIP raise the money needed to investigate cruelty, save lives and bring abusers to justice.

Working arrangements

• Full-time role, Monday to Friday
• 35 hours per week
• Remote / flexible working within the UK
• Core collaboration hours will be agreed, with flexibility around start and finish times
• Occasional team meetings, virtual or in-person, as required

Why work with AWIP?

• Your work directly contributes to rescues, investigations, arrests and prosecutions
• You’ll help build meaningful supporter journeys that turn concern into action
• You’ll manage and improve an in-house telephone fundraising function
• You’ll work across supporter care, fundraising, digital and communications
• You’ll be trusted with responsibility and given room to improve systems
• You’ll join a small, driven team with no corporate fluff
• You’ll help scale an organisation with global ambitions and real impact
• You’ll be part of a mission that genuinely protects animals at their most vulnerable

Job Type: Full-time

Pay: £28,950.00-£32,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Flexitime
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Work from home

Application question(s):

• Have you previously worked in a fast-paced environment where priorities changed frequently and multiple campaigns ran in parallel?
• This role involves rapid turnaround, clear performance targets, and working with emotionally challenging subject matter. Are you genuinely comfortable with this?
• In a few sentences, what motivates you to ask supporters for money in a fast-paced animal protection organisation, and how would you balance confident fundraising with excellent supporter care?

Experience:

• Fundraising: 1 year (required)

Work Location: Remote