£34019.00 - £340190.00 per annum
5 days ago
TPP have an exciting opportunity for a Relationships Enquiries Manager to join an Established charity. This Charity has achieved such a tremendous amount for blind and partially sighted people.
This role will be managing 4 enquiries officers. They are looking for someone that's managed a contact centre/Customer service department previously. This department manages the enquiry line for fundraising. They are looking for a manager to drive this department forward.
The purpose of this role:
To manage the Relationships Enquiries Team to provide a quality and professional supporter response service for all inbound fundraising and Connect Member enquiries. To provide support for campaigns through fundraising and Connect network activity and fulfilment, ensuring a consistent approach and increased supporter retention
Some of the Main Accountabilities would be:
Champion customer care and creating a customer centric environment within the team, supporting and encouraging staff to deliver the highest levels of customer care, through leadership, guidance, training and other relevant methods.
Effective management and support of all staff and volunteers with specific emphasis on excellent supporter care, compliance and all corporate policies and procedures
Manage the team to provide a quality response service, providing a single point of entry for all inbound fundraising and Connect member enquiries, support fundraising teams in communicating with donors and supporters - such as follow up calls to participants on our challenge events, implement and manage a donor retention strategy
Lead on our Supporter Care Mystery Shopping programme through nurturing and leading on the programme, increasing the number of charities participating, arranging regular meetings to agree on mystery shopping content and planning
Set, monitor and proactively review processes and procedures to ensure they are customer focused and provide optimum efficiencies
Liaise with staff, volunteers, supporters and suppliers regarding standard, complex and ad hoc queries in relation to the team and customer service.
To be successful in this role you will have:
Experience of effective team leadership and management within a customer centric environment
Experience of manipulating database systems to produce reports, analysis and selection in order to identify target audience
Excellent database, Excel and Access skills to undertake advanced analysis techniques.
If you are interested and would like more information please get in contact ASAP