Location
London, Haig House hub with a minimum expectation of two days per week working in person and flexibility for remote working when not on site.

Hours
Full Time (hours not specified)

Salary
£36,863 per annum

About the Role
The Supporter Care Senior Officer is a key role within the Fundraising team, central to every supporter interaction and instrumental in shaping the experience people have with The Royal British Legion. This role requires someone who understands what great customer care looks like and takes pride in attention to detail. You will be the go-to person for colleagues seeking guidance on complex enquiries, complaints, and supporter issues, while ensuring day-to-day operations run smoothly, efficiently, and to the highest standard. Working across multiple teams and with external partners, you will help deliver a professional, responsive service built around the needs of our supporters.

As part of the leading Armed Forces charity, you will make a difference to the lives of those who have served to keep us safe and protect our way of life. This role offers genuine variety and visible impact, including leading projects, shaping service improvements, supporting and developing team members, and using insight to influence future supporter engagement.

You will balance people leadership with operational delivery and thrive in a fast-paced environment where no two days are the same. You will combine excellent judgement with a practical, solutions-focused approach and understand the importance of compliance, accuracy, and accountability in every interaction.

Employee benefits include 28 days paid holiday (plus bank holidays) increasing with service, an optional annual leave purchase scheme of up to 5 working days, enhanced paid maternity, paternity and adoption leave, a generous pension scheme with employer contributions ranging from 6% to 14% depending on length of service, flexible working options depending on role, an Employee Assistance Programme offering confidential counselling, financial and legal advice, a range of learning and development courses, volunteering opportunities, travel loans, Cycle to Work scheme, and more.

Interview dates commence from 16th September onwards. Early application is encouraged as the vacancy may close once sufficient strong applications are received.

Experience
Significant experience in customer care, supporter care, or customer service environments. Proven ability to manage priorities, analyse trends, improve processes, and coach colleagues to deliver consistently high standards.

About you
Confident in managing complex enquiries and complaints with excellent judgement and a practical, solutions-focused approach. Comfortable balancing people leadership with operational delivery in a fast-paced environment. Passionate about delivering outstanding service, building strong relationships, and creating positive outcomes for supporters. Able to work collaboratively across teams and with external partners, maintaining compliance, accuracy, and accountability in all interactions.

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and a commitment to delivering high standards in supporter care are essential.