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Supporter Care Manager

Employer
TPP Recruitment
Location
North West London
Salary
£35000 - £39000 per annum
Closing date
30 Oct 2018

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Job Details

My client a leading youth charity are currently seeking a temporary supporter care manager to lead a service-delivery team which is a key component of the organisations plans to transform its Supporter Experience; delivering a substantial growth in income and engagement with a focus on supporter lifetime value.

By improving and developing the Supporter Service function to consistently deliver the highest quality of service excellence to its supporters and internal customers through a team that provides a range of services.

  • Managing multi-channel customer service delivery within the organisation to deliver an unrivalled experience to all supporters: donors, volunteers, event participants, campaigners, committees and fundraisers - as well as internal stakeholders: Children's Services, Fostering

  • Generating significant income through provision of exemplary stewardship, helping fundraising teams to achieve goals and optimising potential engagement opportunities.

  • Working closely with wider Supporter and User Experience teams to ensure Insights are shared to further improve the experience of supporting the organisation.

  • Instilling a culture within the team of best practice and continuous improvement; managing day to day process and work flow of Supporter Services Team, including the reporting & delivery of team KPIs and outputs.

  • Coordinating all "Thank you" responses across Fundraising Teams to ensure that template or bespoke responses are used appropriately, and that messaging is consistent across teams and across campaigns

  • Ensuring all Inbound targets are met within a given time frame (Email, Post, Phone, Chat, Social Media, Materials requests etc.) and by taking ownership of satisfactory end-to-end resolution of all queries, turning a poor customer experience into a great customer experience.

  • Ensuring all outbound targets are met within a given time frame; income generation and telemarketing call cycles, stewardship, customer satisfaction

  • Undertaking quality assurance of enquiry handling and by leading on or facilitate best practice enquiry handling sessions.

  • Leading the Supporter Services team; training and onboarding of new recruits, appraisals, mentoring and support, learning & development as well as covering for team members during sickness, holiday and periods of increased activity.

  • Managing suppliers, negotiating price and service, ensuring that the organisation achieves value for money, that suppliers meet agreed SLA's and that campaigns are delivered on time and to the required quality and by ensuring all funding propositions and programmes are fully compliant with all relevant legislation and fundraising best practice.

Company

PRINCIPLED RECRUITMENT FOR WORK THAT MATTERS


TPP Recruitment is a specialist, highly respected and well-established UK-wide consultancy. Established as The Principle Partnership, our foundation of ethics and principles are still what make us TPP.

Our areas of expertise enable us to provide dedicated support to organisations across the following non-profit and public sector organisations:

Charitable | Educational | Health & Social Care | Professional Membership | Awarding Bodies | Cultural | Housing

Our team of committed consultants and support staff specialise in the following functional areas:

Education & Training | Finance, IT & Facilities | Fundraising & Development | Healthcare | Human Resources | Leadership & Governance | MarComms & Digital | Office & Specialist Support

TPP has connected organisations and candidates across the UK since 1996, from our head office in London.

We develop trusted, long-term relationships, supporting people with their careers and helping organisations achieve their purpose. A specialist recruitment partner for the non-profit and public sector, regarded as recruiters who do the right thing and exceed expectations. We also proudly provide a wide range of free value-added services, that educate and inform.

Our aim is that when you use TPP, our principles shine through in the service you receive.

Read our latest articles on Third Sector:

Company info
Website
Telephone
020 7198 6000
Location
20 St Dunstan’s Hill
London
England
EC3R 8HL
GB

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