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.