A charity based in East London are looking for a Supporter Care Manager. The successful candidate would need to lead and manage the Supporter Care team to ensure that the team provides an outstanding level of service to the Supporters. Please note this role is a FTC for 12 months.
Key responsibilities
To manage activity within the Supporter Care Team to ensure high performance, ensuring Service Level Agreements across all areas are met.
To provide line management to co-ordinators and volunteers within the Supporter Care team, ensuring personal objectives and set and measured, holding regular 121s and performance appraisals. To ensure the team are inducted and trained to deliver their work.
To regularly review processes used to deliver Supporter Care and look to continuously improve these to drive performance.
To be responsible for specific Gift Aid processes ensuring the team carries out tasks in compliance with HMRC regulations.
To ensure that close links are developed with the Data Services team on the importing, exporting of data and the general maintenance of the Supporter database
To lead on projects as and when agreed with the Head of Supporter Relations.
Person specification
Demonstrable experience of managing an inbound customer services team handling high volumes of donations, calls andemails. Knowledge of a CRM database and understanding of how they are used to maintain and develop customer relationships
Knowledge of call handling systems
experience of managing a team where you have shown leadership in order to achieve set targets, objectives and key tasks
experience of developing and implementing systems and processes that have led to improved efficiencies within a team
Experience of the reconciliation and processing of monies
experience of using all Microsoft packages in a working environment
Experience of being able to prioritise own and team's workload in order to achieve aims and objectives
Experience of working with response handling, distribution and fulfilment suppliers.