£40000.00 - £44000.00 per annum
over 1 year ago
TPP are recruiting for a Senior supporter care manager for a charity that fights cancer. This is an exciting time to join the charity. They fund the brightest minds to discover how to prevent
cancer, how to detect it earlier and how to treat it effectively at every stage.
The Senior Supporter Care Manager is responsible for ensuring an excellent experience for anyone who supports us while ensuring all activity is fully compliant. This role will have a dual focus. In Supporter Care and Processes work, the aim is to ensure excellent supporter care to fundraising audiences, but the scope of this part of the role and range of supporters responded to will be across all our audiences. For Compliance, the role manages the Fundraising Compliance Lead who works to ensure all our fundraising is compliant.
The successful candidate will manage operations delivered both in-house and through external agencies, creating and sustaining systems and processes to ensure that supporters receive the highest standard of response handling. This role also involves leading and supporting a multifunctional team.
Some of the key tasks and responsibilities:
Manage the charity's response handling of fundraising work, covering supporter enquiries including mail, telephone, email, social media, web forms, etc. Through these interactions, support and promote long term relationships to make our supporters feel valued and illustrating the impact of their support
Support the Fundraising Compliance Lead to set and embed clear compliance policies, guidelines and procedures to cover all fundraising activity. Act as a point of escalation for key compliance risks and act to highlight and work to prevent any serious compliance issues.
Effectively manage the performance and personal development of the team, to make sure they are offering excellent supporter care in all inbound and outbound responses and reflecting the organisational values and behaviours.
Work with the Supporter Processes Manager to improve and evolve Supporter Care processes across all areas, including donation processing, thanking and fulfilment. Ensure that these processes are fully documented and understood within the team and train the wider department on areas of relevance to them.
Work with the Fundraising Compliance Lead to provide management information on complaints and compliance monitoring and highlight priorities to resolve.
Keep up to date with best practice in the field of supporter care, developing good working relationships with peers in the sector, monitoring external development and ensuring that the supporter care strategy adapts to change as needed.
Qualifications and Experience
Substantial experience of managing supporter or customer engagement operations
managing working knowledge compliance in a high volume fundraising environment
Successful track record in managing a team that delivers high quality, high volume customer/supporter engagement
Experience in evolving and developing Supporter Care processes and procedures
Experience of developing and delivering on Services Levels Agreements and KPI's
Experience of project managing complex, multi-faceted, cross-organisational projects
An understanding of the Fundraising regulatory environment
Knowledge and experience of supporter or customer management databases, systems and IT
Experience of managing an external agency/s
Experience of managing income processing and fulfilment
If you would like more information on this role please get in contact ASAP