Kylie Thurley, Supporter Contact Officer

Kylie responds to queries about Brooke’s work, resolves any complaints, engages with supporters on the telephone and assists our community fundraisers.

Kylie with a foal in Kenya

Photo by David Saunders - © Brooke/ David Saunders

1. What time does your alarm go off and how do you start your day?

5am. I get up, grab a coffee, get ready as quickly as possible and then jog to the gym near work. I do one of the classes at the gym which leaves me feeling refreshed and ready for my day! I always get into work a bit early so I can get some breakfast.

2. What are you responsible for in your role at the Brooke?

I cover our email inbox, answer calls and reply to any written queries that we get from our supporters – you might have even had a chat with me on the phone. I also steward all the awesome people who are taking part in #MyHackathon - signing them up, answering any questions or just giving them any tips or support that they may need.

"I was really keen to work in the charity sector, particularly in animal welfare, as it’s something I really care about."

3. How did you get your job?

I was really keen to work in the charity sector, particularly in animal welfare, as it’s something I really care about. I was on the lookout and found the role of Supporter Administration Assistant on the charity job website, I applied straight away. I then applied for this role in May and was lucky enough to get the job. It’s so nice to say that I genuinely love it.

4. What is your typical day?

Every day is quite different! Most days, I firstly count all of our incoming emails from the previous day and answer any urgent queries first; especially if we’ve had a report of an emergency situation in one of our operating countries. I will cover the phones, so this could be anything from taking donations or making amendments to our supporters’ records, to answering queries about our work in any particular countries. At the moment #MyHackathon is keeping me very busy – which is great.

5. What’s your most memorable work moment?

As I talk to our supporters on a daily basis, it’s important that I have good knowledge and understanding of our field programmes.

In January I went to Kenya on an introductory educational visit. I was able to see Brooke’s programmatic work first hand and was really inspired by some of the women I met and interviewed and how well they were caring for their donkeys. When meeting the owners, I tried to understand their way of life, for example their struggles, thoughts and actions. I asked how they felt before Brooke and what a difference it makes to their livelihoods and wellbeing – it brought to life how much of a difference Brooke makes to the lives of these animals and people. 

6. What is the worst part of your job?

When supporters get upset over the phone because they are so compassionate and do not like to think of the animals suffering; some calls can be a bit emotional at times.

7. What is the best part of your job?

Speaking to our lovely supporters and having some really in depth conversations about our work. Also, just knowing that I am making my small contribution to helping working animals. It’s something I am so passionate about and really keeps me going if we are going through a particularly busy time.

8. What would be your Plan B?

What would you be doing if you didn't work at Brooke? I previously worked with horses, teaching riding and always had a keen interest in the veterinary side of things, so I probably would be an Equine Vet Nurse.

9. What do you do after work?

I am normally pretty chilled in the week. I will walk home, grab some dinner and catch up with my housemates, and then watch some Peaky Blinders! At the weekend I will try to get out and about exploring in London with friends.

10. What makes you #ProudToBeBrooke?

I really love our community development programmes, these improve the welfare of working equine animals so it comes from the actual local people themselves, helped and guided by Brooke. I think it is such a great approach to helping these animals long term.