Supporter Care Manager
$38,000–$42,000 year
HybridLondon, England, United Kingdom
Job Summary
Manage the Supporter Services function to deliver exceptional service from initial contact through the supporter journey, including thank-you, welcome, and upgrade calls while handling complaints. Lead the Supporter Care Coordinator, maintain a high-performing operational function, and ensure all enquiries are answered within agreed SLAs. Review and challenge processes to identify improvements, set team KPIs, and monitor external supplier performance against Service Level Agreements. Act as an early warning system to spot trends, run diagnostic reports, and develop new guidelines for fundraising regulations. Report on complaints and incidents to stakeholders with resolution plans. Maintain the CRM, create response templates, and work with the Fundraising department to brief activity for delivery.
Required Qualifications
- Previous customer service experience
- Experience of Raiser's Edge, or a relationship database
- Experience of managing and motivating the Supporter Care function
- Knowledge of fundraising operations
- Excellent project management skills
- Able to set objectives, measure performance and achieve ambitious KPIs
- Excellent interpersonal skills, able to build rapport and establish credibility quickly, tailoring style to a broad range of individuals at all levels
- Ability to gather, analyse and report on key metrics
- Excellent communication skills both written and verbal
- Able to be diplomatic and sensitive on the telephone (including dealing with angry or emotional callers at times)
- Ability to work systematically and accurately under pressure
- Able to work on own initiative, make decisions independently, and think creatively and laterally
- Excellent team player willing to be flexible to support colleagues in a busy environment
Desired Qualifications
- Passionate about the fundraising causes supported by Fundraising
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