Suzanne Jenkin

Highly organised coordination, customer/supporter services and operations professional with 17+ years' experience across Macmillan Cancer Support and Sheffield Children's Hospital Charity, alongside earlier experience in customer service and direct sales. Strong background in building relationships, managing enquiries, maintaining accurate CRM and financial records, coordinating people and activities, processing payments, improving systems and balancing multiple priorities. Experienced in remote and hybrid working, cross-team liaison, problem solving, process improvement and supporting high-quality customer experiences.

Comfortable learning new systems and adapting quickly to changing requirements.

Volunteer & Governance Manager at Sheffield Children's Hospital Charity (2025-01 – 2026-07)

• Led and developed a volunteer programme supporting a community of almost 200 people, managing enquiries, onboarding, communications, records, engagement and ongoing support.
• Coordinated volunteer support across approximately 20–30 charity and community events each year, with many events involving 20+ volunteers.
• Managed availability, rotas, communications, briefings and last-minute changes, ensuring people had the right information at the right time.
• Worked closely with internal teams, NHS colleagues, corporate partners and external organisations, acting as a key point of coordination.
• Maintained accurate CRM and volunteer records and ensured actions, changes and follow-up were recorded promptly.
• Researched and implemented Volunteero, including system processes, set-up and user support.
• Worked independently and remotely, managing competing priorities and deadlines without close supervision.

Fundraising Support Manager at Sheffield Children's Hospital Charity (2022-08 – 2025-01)

• Managed a busy supporter services and operational support function covering customer care, correspondence, telephone and email enquiries, CRM administration, income processing, reporting and recurring administration.
• Took and processed payments securely by telephone and online, ensuring accurate recording and a smooth supporter experience.
• Resolved enquiries and operational issues, coordinating information between supporters, colleagues and external contacts.
• Supported cross-selling by identifying additional relevant opportunities based on individual interests and previous activity.
• Balanced service quality with organisational targets and priorities.
• Reviewed processes and introduced improvements to strengthen consistency, communication, response times and service quality.
• Managed competing workloads and deadlines while maintaining accurate financial and CRM records.
• Recruited, inducted, trained and supported staff and coordinated workload planning and service cover.

Head of Fundraising Support at Sheffield Children's Hospital Charity (2014-09 – 2022-08)

• Led the Fundraising Support function, with responsibility for supporter services, CRM, administration and operational delivery.
• Oversaw high volumes of enquiries, financial processes, records and recurring tasks, ensuring accurate and timely completion.
• Led the implementation and ongoing development of ThankQ CRM, including workflows, permissions, staff training, data quality, reporting, troubleshooting and supplier liaison.
• Implemented a back-office system to support regular giving, improving the administration, tracking and processing of recurring donations.
• Worked with suppliers and consultants to resolve significant CRM issues and improve system reliability and usability.
• Supported supporter journeys and helped teams identify appropriate opportunities for further engagement.
• Coordinated volunteer operations for the Herd of Sheffield public art trail, including rotas, communications, venue support and major public events.
• Worked across organisational boundaries with NHS colleagues, suppliers, venues and external partners, frequently resolving practical and time-sensitive issues.
• Maintained essential services and coordinated changing priorities through busy periods, major events, organisational change and the Covid period.
• Worked successfully from home during and following the Covid period, managing responsibilities and communication across remote and hybrid teams.

Volunteer Co-ordinator / Fundraising Administrator & Volunteer Co-ordinator at Sheffield Children's Hospital Charity (2010-09 – 2014-09)

• Built and developed the charity's volunteer function, managing enquiries, recruitment, induction, training, communications and ongoing relationships.
• Recruited 22 volunteers within the first year and generated more than 50 additional applications through targeted recruitment activity.
• Matched people to suitable opportunities based on their interests, skills and availability.
• Coordinated volunteers across community events, stalls, collections and fundraising activities, including managing 24 volunteers for the Sheffield Christmas Lights Switch On.
• Managed event paperwork, rotas, logistics and briefings, ensuring accurate information and smooth delivery.
• Maintained supporter and volunteer CRM records and provided ongoing administration and donor care.

Fundraising Support Assistant at Macmillan Cancer Support (2008-11 – 2010-09)

• Supported community fundraising across Derbyshire and South Yorkshire, providing supporter care, administration, correspondence, event support and volunteer coordination.
• Acted as a first point of contact by telephone, email and face-to-face, responding to enquiries and providing relevant information.
• Built relationships and identified appropriate additional fundraising or volunteering opportunities based on individual interests.
• Recruited, organised and supported volunteers and matched individuals to suitable activities.
• Maintained accurate CRM records and processed donations and associated administration.
• Acted as a CRM superuser and trainer, helping colleagues use systems accurately and consistently.

Virtual Tour & Floorplan Developer at Property Search Group (2008-11 – 2010-09)

Worked independently with property-related information and customer requirements, developing strong organisation, accuracy and time-management skills.

Post Office Clerk at Woodhouse Mill Post Office (2007-06 – 2007-09)

Customer-facing role handling enquiries, transactions and services accurately and professionally.

Administration Assistant at Taylor & Emmet Solicitors (2006-11 – 2007-06)

Provided administrative and client support within a professional legal environment.

Customer Services Manager at Promotions on Tap (2006-04 – 2006-11)

Managed customer service activity and enquiries, resolved issues and maintained positive client relationships.

Sales Negotiator & Valuer at Heppenstall Estate Agents (2002-10 – 2006-04)

Worked in a direct customer-facing sales environment, identified customer requirements, matched people with suitable properties and services, followed up leads, negotiated and worked towards commercial objectives.

A Levels and AS Levels – Aston Comprehensive Sixth Form

GCSEs – Aston Comprehensive School