Careers at London’s Air Ambulance

Exceptional care requires exceptional people.

Whether it’s our pilots, fire crew or charity staff, every member of our team provides critical support to keep our life-saving service running.

For information on our latest job vacancies, see below.

If you are interested in working for our clinical team, watch our interview with Dr Gareth Davies to find out how we recruit, what we look for and find resources that will help you on the road to a career in pre-hospital care. 

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Supporter Engagement Team Leader

The Supporter Engagement Team Leader is responsible for working across the fundraising and marketing directorate to support the Senior Supporter Engagement Manager in delivering all aspects of supporter engagement relating to supporter service, stewardship and fundraising compliance, by leading a cross charity Supporter Care Hub, ensuring consistency across all teams. In addition to this the Supporter Engagement Team Leader will assist in the delivery of multi-channel stewardship campaigns and also assist in the promotion of legacies both internally and externally, as well as legacy admin. 

Contract: Permanent 

Hours: Full time 

Reports to: Senior Supporter Engagement Manager 

Location:  Hybrid Working: Mansell Street E1 8AN/Home-working/community 

Member of: Direct Marketing and Supporter Engagement 

Salary: £33,000-£35,000pa 

Application closing date: 18th May  

 

London's Air Ambulance Charity 

Every second of every day, London’s Air Ambulance delivers rapid response and cutting-edge medical care to save lives in the city. 

Critical injury can happen to anyone, at any time. It is the biggest killer of people under 40. 

We bring the hospital emergency department to the scene, delivering life-saving treatment to the 10 million people who live and work in London. 

The service was established by a group of committed, determined and pioneering medics.  They saw that people were dying before they could get to hospital. They understood that every second counts. 

Today, treating patients before they get to hospital has been transformed into an established medical discipline. We have a reputation as a world leader of rapid response medical care.  

We have provided support to the capital in times of great need such as London Bridge, the Grenfell Tower fire and 7/7 bombings. 

We are proud to count a number of “firsts” during our time: 

  • The first survivor of open-heart surgery at the roadside; 

  • The first to use life-saving REBOA procedure at the roadside; 

  • The first to carry out blood transfusions at the roadside. 

Our pioneering spirit continues to drive us to understand what more we can do to save lives. 

Our Vision is to end preventable deaths in London from severe injury.  

Our Mission is to save more lives in London through rapid response and cutting-edge care. 

Our Values are 

Compassionate 

We care about people and put them at the heart of everything we do. We are kind, respectful and always keen to listen to feedback. 

Courageous 

We are prepared to achieve our mission in challenging environments. We are authentic, honest and not afraid to challenge and take calculated risks. 

Pioneering 

We embrace and lead change through our innovation and creativity. We are constantly learning, both from our successes and from our failures to make sure we are always striving to improve. 

 

Context 

London’s Air Ambulance is funded by the people of London, for the people of London.  

Our vision is to end preventable deaths from trauma in the capital. We need to meet ambitious income targets over the next five years to deliver this vision. By 2025 we need to raise an additional £16 million, over and above the £10 million in annual operating costs per year, to replace the helicopter fleet. To deliver this, the charity has developed a new five-year Engagement Strategy (starting FY 2020/21). The strategy has four specific objectives:  

  1. Developing and delivering a strategic supporter journey to give every supporter a great experience. 

  1. Raising awareness to increase our reach by inspiring new supporters. 

  1. Developing a more balanced portfolio of fundraising products and channels: growing existing products and channels; developing new products and channels. 

  1. Developing and implementing data analysis and reporting, to better understand our supporters and our performance. 

Job Purpose 

The Supporter Engagement Team Leader is responsible for working across the fundraising and marketing directorate to support the Senior Supporter Engagement Manager in delivering all aspects of supporter engagement relating to supporter service, stewardship and fundraising compliance, by leading a cross charity Supporter Care Hub, ensuring consistency across all teams.  In addition to this the Supporter Engagement Team Leader will assist in the delivery of multi-channel stewardship campaigns and also assist in the promotion of legacies both internally and externally, as well as legacy admin. 

The role will be crucial in strengthening relationships with supporters in alignment with London’s Air Ambulance Charity’s five-year Engagement strategy.  This will ensure growth and sustainability over the next five years and beyond. 

 

Key Responsibilities 

Line Management 

  • Line manage the Supporter Engagement Coordinator and also any volunteers working within the Supporter Engagement team. 

  • Complete regular one to ones and annual appraisal’s/objective setting for the Supporter Engagement Coordinator. 

  • Call listening and sampling to provide feedback and ensure training needs are met for the Coordinator 

  • Managing workload within Supporter Engagement team, working with the cross directorate Supporter Care Hub to fill resourcing gaps. 
     

Supporter Engagement 

  • Management of supporter enquiries across Fundraising and Marketing, delivering a high standard of customer service and satisfaction. 

  • Lead a cross directorate Supporter Care Hub, ensuring all communications across the directorate are aligned to the supporter engagement strategy, whilst establishing aligned and consistent policies.  

  • Adhering to compliance, ensuring that information on supporters remains confidential, as per General Data Protection regulations. 

  • Keep informed of trends in fundraising, as well as any changes in fundraising regulation and Compliance.  Ensure that changes are implemented, and that we are always working to best practice. 

  • Assist the Fundraising Compliance specialist in ensuring that all activities related to supporter engagement are handled in a secure and compliant way, formulating and writing relevant procedures and policies to facilitate this.   

  • Report on complaints and feedback from all fundraising teams, including resolution and satisfaction and identifying any trends. 

  • To act as the voice of the Charity when speaking to supporters via phone, email or by letter. 

  • Supporter Journey – input into the development of welcome email management and campaign fulfillment. 

 
Direct and Legacy Marketing  

  • Assist the Senior Supporter Engagement Manager in the delivery of key activities such as the annual supporter survey, impact mailing and thanking week, across multiple channels. 

  • Work with external agencies and suppliers i.e. print, creative, fulfilment etc. in the facilitation of the above. 

  • Attend Supporter Comms Working Group meetings to ensure that the voice of the supporter is always considered and represented. 

  • Support in the delivery of internal legacy awareness campaigns (such as Remember a Charity Week) and legacy external stewardship legacy campaigns. 

  • Attend Supporter Care/Supporter X and Legacy forums 

  • Prepare and manage tenders for external suppliers, making recommendations to the wider DMSE group  

 

Skills/Personal Attributes 

  • Demonstrable experience of line management and leading a team to delivering outstanding supporter care at a consistent level.  

  • Using initiative to improve and streamline existing processes 

  • Experience of cross-team service delivery. 

  • Understanding of legislation and regulations as they apply to fundraising and marketing. 

  • Some knowledge of legacy marketing and administration 

  • Strong written and verbal communication skills with the ability to tailor the message to fit the needs of specific audiences.  

  • Experience of working with external stakeholders and suppliers. 

  • IT literate with good working knowledge of MS Office and fundraising databases.  

  • Strong organisational skills with the ability to prioritise, assign workloads, plan and achieve goals.  

  • Drive, enthusiasm and determination to deliver ambitious targets. 

  • Ability to work well under pressure, ensuring SLAs and deadlines are met. 

 

Application Details 

Please send your CV and Personal Statement demonstrating how you meet the Person Specification requirements of the role. Completed applications should be sent to Natasha Alo on: [email protected]  

Equal Opportunities Policy 
 

London's Air Ambulance Limited is committed to eliminating any discrimination and promoting diversity and equality of opportunity in all it does. It is therefore London's Air Ambulance Limited's commitment to provide equal opportunities in employment and we will not unlawfully discriminate against job applicants, employees of the Company, volunteers, workers or contract workers on the grounds of their age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (unless, as in the case of pilots or fire crew physical fitness is essential to the performance). 

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Community Fundraising Area Manager

The purpose of this role is to establish, develop and maintain relationships with community supporters and volunteers as well as lead on the delivery of locally based community fundraising. The role is responsible for managing relationships with individuals, groups, schools, organisations and volunteers. 

Contract: Permanent  

Hours: Full time 

Reports to: Senior Community Fundraising Manager 

Location: Mansell Street E1 8AN/Home Based 

Member of: Community Engagement team 

Direct reports: None 

Salary: £30,000-£35,000pa 

Application closing date: 16th May 

 

London's Air Ambulance Charity 

Every second of every day, London’s Air Ambulance delivers rapid response and cutting-edge medical care to save lives in the city. 

Critical injury can happen to anyone, at any time. It is the biggest killer of people under 40. 

We bring the hospital emergency department to the scene, delivering life-saving treatment to the 10 million people who live and work in London. 

The service was established by a group of committed, determined and pioneering medics.  They saw that people were dying before they could get to hospital. They understood that every second counts. 

Today, treating patients before they get to hospital has been transformed into an established medical discipline. We have a reputation as a world leader of rapid response medical care.  

We have provided support to the capital in times of great need such as London Bridge, the Grenfell Tower fire and 7/7 bombings. 

We are proud to count a number of “firsts” during our time: 

  • The first survivor of open-heart surgery at the roadside; 

  • The first to use life-saving REBOA procedure at the roadside; 

  • The first to carry out blood transfusions at the roadside. 

Our pioneering spirit continues to drive us to understand what more we can do to save lives. 

Our Vision is to end preventable deaths in London from severe injury.  

Our Mission is to save more lives in London through rapid response and cutting-edge care. 

Our Values are 

Compassionate 

We care about people and put them at the heart of everything we do. We are kind, respectful and always keen to listen to feedback. 

Courageous 

We are prepared to achieve our mission in challenging environments. We are authentic, honest and not afraid to challenge and take calculated risks. 

Pioneering 

We embrace and lead change through our innovation and creativity. We are constantly learning, both from our successes and from our failures to make sure we are always striving to improve. 

Job Purpose 
Community Fundraising is a key element to delivering on our Engagement Strategy objectives and this role is fundamental to helping us engage with the diverse communities of London. The purpose of this role is to establish, develop and maintain relationships with community supporters and volunteers as well as lead on the delivery of locally based community fundraising. The role is responsible for managing relationships with individuals, groups, schools, organisations and volunteers. 

 

Key responsibilities  

  • Manage and understand your area of operation thoroughly in order to identify opportunities to maximise voluntary income, awareness and engagement in line with the Community Fundraising Strategy. 

  • Effectively manage local volunteer networks in your area, working with the Volunteer Development Manager to support and oversee locally based volunteer fundraisers; manage income generation through bucket collections, static donation pots and community event attendance, identifying new locations and opportunities in line with annual targets and delivery plans 

  • To work with Senior Community Fundraising Manager and Community Fundraising Stewardship Coordinator to support the development of new products and communications 

  • To be responsible for keeping accurate, up to date records of supporter activities and make full use of the organisations chosen Customer Relationship Management system (CRM) in line with London's Air Ambulance policies and procedures and data protection legislation at all times.  

  • Promote cross charity opportunities such as event participation, lottery and volunteering when appropriate; work with MarComms to identify appropriate supporter stories. 

  • Ensure that all community supporters in your area are thanked and kept informed of the impact of their support, subject to consents; implement agreed supporter journey processes for all supporters 

  • Perform other tasks as the Senior Community Manager and Head of Community Engagement identifies as relevant to the delivery of community fundraising. 

Key objectives 

  • Develop Community Fundraising in line with agreed strategies throughout your area, ensuring London’s Air Ambulance Charity is the charity of choice for individuals, groups, organisations and local businesses. 

  • Manage and support local volunteers to implement community-based fundraising activities. 

  • Deliver a consistent, high quality experience to every supporter. 

  • Make a positive, productive and proactive contribution to the development of community engagement, including growing income, raising awareness, increasing retention, driving repeat activity and ensuring the best possible supporter experience. 

  • Ensure the code of conduct, values and vision of London’s Air Ambulance Charity are always adhered to; ensure consistent application of charity sector regulations and best practices. 

  • Commit to ‘one team’ working, ensuring collaboration and communication with the Community Engagement Team and colleagues across the Charity as required. 

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required. 

Person Specification 

Skills and abilities 

  • A proven track record of successfully delivering a community fundraising programme that has increased awareness, engagement and income. 

  • Ability to manage and support local fundraising volunteers to grow awareness and income 

  • Strong planning, prioritising and time management skills, with the ability to manage multiple responsibilities and effectively meet deadlines and targets. 

  • Experience of marketing and social media in order to raise awareness and engagement.  

  • Demonstrable experience of managing and understanding financial processes and budgets   

  • Involvement in developing community fundraising activities to drive acquisition and retention 

  • Ability to deliver engaging presentations to a variety of audiences 

  • Excellent communication skills, both written and verbal  

  • Computer literate and competent in the use of MS Office and fundraising databases  

  • Awareness of Data Protection Regulations and other regulations affecting charities 

Experience 

  • Experience of managing and developing relationships with schools, community groups, organisations and local corporate partners to increase participation and income.  

  • Experience of stewarding and supporting individual fundraisers, ensuring they receive the best experience possible, so they are more likely to continue their support 

  • Experience of successfully recruiting, managing and supporting local volunteers  

  • Experience of working to, and meeting, challenging targets 

Knowledge 

  • Knowledge of GDPR, current fundraising rules, regulations and best practice   

  • An understanding of London’s Air Ambulance Charity’s mission and vision, and operational service. 

  • Understanding of, and empathy for, the diverse communities within London 

  • Computer literate and competent in the use of MS Office and fundraising databases  

Personal attributes 

  • An outgoing, confident individual with excellent interpersonal and communication skills who is driven by challenges and achievements, able to work both independently and as part of a team to ensure outstanding results. 

  • An inclusive and collaborative approach, sharing ideas, knowledge and updates across the Community Engagement Team 

  • Excellent interpersonal skills with ability to communicate effectively at all levels  

  • Accountable and responsible for themselves and their actions 

Other  

  • Driving Licence desirable but not essential 

  • DBS Required 

  • Willing to occasionally work unsocial hours 

Application Details 

We have partnered with Charity Jobs to recruit for this role. For application details, please click here 

Equality, Diversity and Inclusion Opportunities Policy 
London's Air Ambulance Limited is committed to eliminating any discrimination and promoting diversity and equality of opportunity in all it does. It is therefore London's Air Ambulance Limited's commitment to provide equal opportunities in employment and we will not unlawfully discriminate against job applicants, employees of the Company, volunteers, workers or contract workers on the grounds of their age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (unless, as in the case of pilots or fire crew physical fitness is essential to the performance).