Temporary Fundraising Manager (3 months with extension)

  • Job Reference: LZJ/FAR/SUP
  • Date Posted: 13 May 2022
  • Recruiter: Love Success plc
  • Location: London
  • Salary: £18.00 Per Hour
  • Sector: Marketing/Advertising/PR
  • Job Type: Temporary
  • Work Hours: Full Time

Job Description

Job Purpose:

You are a strong people-manager who's committed to getting the best out of yourself and a team of Supporter Care Advisors. You are responsible for driving operational delivery and ensuring that your team has great conversations with every supporter who calls, emails, and/or writes to the company online and offline.

A fundraiser at heart. You will work closely with Fundraising and Marketing Managers across the division to develop and execute supporter-facing processes that make it a joy to donate and engage with the company. Whilst your purpose is leading the Supporter Care Team, your remit also covers agencies and other public-facing fundraising teams who deal directly with supporters.

As well as day-to-day operational delivery of contact-centre tasks (e.g., SLA and KPI delivery and monitoring; escalation processes), you will support fundraising-compliance activities. You will translate "voice-of-the-donor" feedback into valuable and actionable insights for the fundraising division. Your approach and commercial mindset will embed a continuous improvement philosophy in the Supporter Care Team.

Key accountabilities:

  • To line-manage, lead, inspire, and develop a team of Supporter Care Advisors whilst overseeing day-to-day operations in the Supporter Care Team. This includes managing five individuals who will report directly to you.
  • Drive high performances and proactively address under-performances across all Supporter Care contact channels, individually and collectively, by adopting a continuous-improvement philosophy. This includes the nurturing of emerging fundraising talent in the team.
  • Provide quality assurance and day-to-day supervision over the Supporter Care Team and all in-house inbound and outbound contact channels (phone, email, social and electronic media, as well as post). This includes appropriate quality assurance of third-party suppliers where appropriate.
  • Review, monitor, and report on key performance indicators including: the quality and speed of Supporter Care transactions with responsibility for implementing timely, appropriate adjustments when necessary.
  • To act as the primary point of immediate escalation of public queries and complaints regarding fundraising.
  • Translate detailed and complex information from operational teams into training, briefs, messaging, and scripts suitable for use by the Supporter Care Team and other public-facing teams.
  • Coordinate with other fundraising managers, in particular the Supporter Income Finance Team Manager, to ensure inbound and outbound response-handling is managed efficiently.
  • Develop and execute initiatives to ensure all Supporter Care Advisors are proficient in managing Digital Supporter-Care Channels.
  • Ensure compliance with all relevant legislation, e.g., guidance, fundraising best practice ,and the company's policies including: the Child Safeguarding Policy.
  • Ensure that all Supporter Care processes are up to date, correctly documented, and regularly reviewed with appropriate adjustments made.
  • Ensure that all Supporter Care communication templates (e.g., thank you letters and template emails) are current, relevant, accurate, and "on-brand". 
  • Take rotations on the Supporter Services Out-of-Hours emergency appeal roster. 
  • Maintain a broad, strategic awareness of global affairs and the company's strategy-intent whilst understanding the finer details of a situation. 

Personal Profile: 

  • Delivering results: takes personal responsibility and holds others accountable for delivering our ambitious goals, continually improving the performance of the team/organisation.
  • Developing self and others: invests time and energy to actively developing self and others to help realise their full potential, and to build the organisation's capability for the future.
  • Problem solving and decision making: makes effective, considered, and timely decisions by gathering and evaluating relevant information from within or outside the organisation.
  • Working effectively with others: works collaboratively to achieve shared goals and thrives on diversity of people and perspectives–knows when to lead, when to follow, and how to ensure effective cross-boundary working.

Essential Technical Skills:

  • Experience in either: a fundraising environment or customer service setting (preferred but not essential).
  • A broad understanding of CRM databases. 
  • Experience of continuous-improvement methodology. 
  • A DBS certificate would be advantageous. 
  • Advanced Word and Excel (preferred but not essential).

Personal Skills:

  • Energy, enthusiasm, and the drive to get things done–individually and collectively. 
  • The gravitas and confidence to lead people in a pressurised, operational environment. 
  • Self-awareness–knowing when to lead and when to follow. 
  • Relishes a challenge–intellectually curious and ambitious. 
  • A fundraiser at-heart who is commercially-minded and manages resources effectively. 
  • Reacts logically and decisively in difficult situations. 
  • Has a track record of developing themselves and showing a commitment to developing others. 
  • Having the ability to analyse complex information and sensitive situations to form good judgements quickly. 
  • Being able to articulate difficult decisions or complex information with clarity, confidence, and diplomacy. 
  • Having experience with statistical analysis, reporting on KPIs, and quality testing.
  • Having the ability to produce clear and concise business processes. 

Salary/pay rate is dependant on experience.