Salary: £36,337 – £42,271Contract: PermanentLocation: Home-based (1 day per month in London office)Closing date: ASAPBenefits: Flexible hybrid working, generous annual leave, excellent pension schemeWe are delighted to be recruiting a Supporter Care Manager for a leading UK children’s charity that has been changing childhoods and supporting young people and families for over 100 years. Reporting to the Head of Supporter Care, Services and Fundraising Compliance, this is a fantastic opportunity to shape and lead a high-performing supporter care function at the heart of a large and respected fundraising operation. You’ll play a pivotal role in ensuring supporters receive an exceptional experience while helping to develop innovative stewardship and retention strategies that maximise long-term engagement.As part of this role, you will lead and develop a busy supporter care team, overseeing service delivery, performance, complaints management, compliance and supporter stewardship. You will work collaboratively with fundraising, marketing, retail and senior stakeholders across the organisation, using insight and data to drive continuous improvement and enhance the supporter journey.To be successful as the Supporter Care Manager, you will need:
- Significant experience managing and developing high-performing customer service or supporter care teams, including hybrid teams.
- Strong knowledge of fundraising compliance, supporter care best practice and GDPR requirements within a fundraising environment.
- Experience using performance frameworks, KPIs and SLAs to drive service improvement, alongside excellent stakeholder management skills.
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