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.
