Senior Supporter Care Manager

Senior Supporter Care Manager

  • Location


  • Sector:

    Fundraising, Operations, Admin & Support, General

  • Job type:


  • Salary:

    £40k - 44k per year

  • Contact :

    Harriet Mountain

  • Contact email:


  • Contact phone:

    020 7820 7328

  • Job ref:


  • Published:

    over 2 years ago

  • Duration:


  • Closing date:


  • Posted:


A charity re looking for a Senior Supporter Care Manager to ensure an excellent experience for anyone who supports the charity while ensuring all activity is fully compliant.

You will ensure excellent supporter care to fundraising audiences and will manage the Fundraising Compliance Lead who works to ensure all our fundraising is compliant.

You 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 multi- functional team

Key Responsibilities:
-Manage the charity's response handling of fundraising work, covering supporter enquiries including mail, telephone, email, social media, web forms, etc.
-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 the team, to make sure they are offering excellent supporter care in all inbound and outbound responses
_Work with the Supporter Processes Manager to improve and evolve Supporter Care processes across all areas, including donation processing, thanking and fulfilment
-Play a lead role in driving process improvement across the organisation to ensure our processes are effective and efficient.
-Ensure processes are in place to effectively monitor and manage performance of fulfilment agencies.
-Work with the Fundraising Compliance Lead to provide management information on complaints and compliance monitoring and highlight priorities to resolve.
-Work with the Database, Finance and all Fundraising teams to ensure all donations are correctly attributed and thanked appropriately and that reconciliation of income between the systems is as efficient as possible.
-Work with other fundraising teams to manage stock fulfilment and tendering processes in order to deliver to agreed budgets and identify cost savings where appropriate.
-Coordinate and evolve the charity's complaints procedure,
-Work with the Database Team to maximise the quality and integrity of supporter data in the fundraising database.

Skills and Experience required:
-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
-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
-Leadership skills, including staff development, coaching and performance management