Community Fundraising Customer Executive

This role will be office based at our Atherton site.  You’ll be working 35 hours per week, worked 9am to 5pm, Monday to Friday. 

 Are you someone who takes pride in providing exceptional customer service and wants to make a real difference? At Guide Dogs, we’re on a mission to help people with sight loss live the life they choose — and our community fundraising executive team is a key part of that journey. 

As a Community Fundraising Customer Executive (internally known as Community Fundraising Executive), you’ll be assisting our supporters, volunteers, and internal teams with their vital fundraising endeavours.  Whether it’s answering questions, sending fundraising material, or solving problems, you’ll ensure every interaction leaves our supporters and volunteers feeling valued, informed, and inspired.

We’re looking for someone who thrives in a fast-paced environment—confident in managing their own workload, juggling multiple priorities, and communicating clearly with both supporters, volunteers and colleagues. As a Customer Service Executive, you’ll play a key role in delivering an exceptional experience while working to agreed service levels and ensuring no detail is missed.

What’s more, you’ll be working in an environment where dogs might be around (which we think is a bit of a bonus!), and where every member of the team is encouraged to be a Guide Dogs ambassador — out in the community, at events, and in everything we do. 

Key Responsibilities

• Be the first point of contact for fundraising volunteers and supporters, using your extensive knowledge of guide dog fundraising and other services to provide excellent front-line support by phone, electronically or by post.
• Obtain information to handle enquiries, record all interactions on relevant databases ensuring the highest level of accuracy and within agreed timescales.
• Assist in the production and distribution of support materials to stakeholders (fundraising groups, volunteers etc.)
• Be responsible for the coordination and fulfilment of all speaker requests, fully engaging with our speaker programme to help spread the work of Guide Dogs and work with key volunteers.
• Support staff and volunteers in the use of systems and procedures within Community Fundraising.
• Provide support and guidance to volunteers/supporters for queries relating to fundraising income banking.
• Coordinate the completion of year end audit requirements for our fundraising groups.
• Maintain relevant databases and produce reports as required.
• Take ownership for own workload, using knowledge and initiative to problem solve and work within SLA’s.
• Use initiative and emotional intelligence, remaining person centred to adapt style and content of any interaction to effectively build lasting relationships.
• Develop good working relationships with volunteers / supporters highlighting any areas of concerns to relevant line manager.
• Work as a team on the collation of relevant information into the working knowledge database and help maintain the accuracy of that information.
• Take ownership of issues and complaints in a supportive and diplomatic manner aiming for the highest level of supporter satisfaction.
• Understand and comply with General Data Protection Regulations in respect of all records held and processed and all customer enquiries.

Our Commitment to Diversity and Inclusion  

Behind Every Guide Dog Is Someone Like You - We’re passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don’t want you to ‘fit’ our culture, we want you to enrich it.  

How to apply  

Further details on the full role are attached below. When you are ready to apply, submit an online application form via this page.  Please note - If you are successful you will need to provide evidence of your right to work in the UK via our digital ID checking supplier.  We cannot offer visa sponsorship at this time.  

As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description. You will also be asked to complete a few job-specific questions, so please be prepared to write your answers to these questions. 

If you choose to use AI tools to assist in completing your application, please use them appropriately.  We value authenticity. If you want to stand out, using a generic AI-generated response isn’t going to separate you from the crowd. This is your time to shine and showcase your unique skills, personality, and thought processes!  You can find our full statement on the use of AI to complete applications on our careers website. 

If you would like to have an informal conversation about the role before applying, or require any accessibility support to apply, our friendly recruitment team is ready and waiting to help. Call them on 0118 3540345 or drop an email to [email protected].

Safer recruitment: 

Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If you are applying for a disclosure role, please note that you will be required to undergo an enhanced DBS check and sign up to the DBS update service. 

At Guide Dogs, we believe in fair and equitable hiring practices. A criminal record will not automatically disqualify an applicant from consideration for a position. Each case will be evaluated individually. We encourage all candidates to disclose relevant information, and we assure you that it will be handled confidentially and fairly.