Supporter Care Manager

Asthma UK
London E1 (Aldgate)
£35,000 per annum
Closing date
19 Apr 2019

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Fundraising, Management, Business Development & Commercial, Supporter Development
Health & Medical
Full Time
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London E1 (Aldgate)

£35,000 per annum | 35 hours per week

  • Are you a superb communicator?
  • Can you develop processes to provide an excellent supporter care experience?
  • Excited by the idea of trying new things and making your team an integral part of the fundraising mix?

What we do at Asthma UK really matters. The better, deeper and longer relationship we have with people with asthma and their long-term condition, the more lives we save. It’s that simple. Through this role, you’ll have a unique opportunity to make a real difference on a massive scale for the one in five households affected by asthma.

We’re looking for someone who:

  • Is a strong team leader with a track record of delivering excellent supporter care
  • Has in-depth knowledge of supporter care issues, fundraising and engagement techniques
  • Has excellent organisational and planning skills, with the ability to multi-task and prioritise workload whilst maintaining attention to detail
  • Is skilled at creating new processes to drive performance improvements
  • Is experienced in working to and delivering against agreed service standards and targets
  • A creative approach to problem solving with a solutions-focused approach.

If this sounds like you and you want to bring your insight, knowledge and passion into an environment where it will make a real difference, namely stopping asthma attacks and curing asthma, this is the role for you.

We are committed to supplying the best possible experience to those who can benefit from our support, then translating this experience into financial support so we can continue to save lives. Our board and senior team are externally recognised for their commitment to digital innovation in achieving our mission.

What the role involves:

  • Managing the Supporter Care Team, coaching them to achieve their potential while delivering the organisation’s strategic aims and objectives.
  • Developing and delivering the Supporter Care plan to meet and exceed SLAs and KPIs around responding to emails, calls and letters, resolving complaints, processing and thanking gifts and fulfilling orders for fundraising and health advice materials.
  • Delivering process improvements across the Fundraising directorate, automating tasks where possible to improve overall team productivity.
  • Gaining and sharing supporter engagement insights to inform future organisational activities.
  • Taking the lead in driving compliance with legal and regulatory requirements across the fundraising directorate
  • Contributing to the delivery of the CRM Replacement Project.

This is a great place to work

At approximately 80 people, we’re a tight team working together successfully to stop asthma attacks and cure asthma. We offer substantial benefits, including 30 days holiday (plus bank holidays). Our recent staff survey shows that alongside having a high-performance culture, Asthma UK is a great place to work, with excellent opportunities for development. 

For more information and to apply please visit the Asthma UK website or click on the Apply link now!

Closing date: Friday 19 April 2019 at 8am.

However, we will be interviewing as soon as possible and may close the vacancy early if we have sufficient applications, so please do apply as soon as you can if you are interested in this role.

Every ten seconds someone in the UK has a potentially life-threatening asthma attack and three people die every day. Tragically two thirds of these deaths could be prevented, whilst others still suffer with asthma so severe current treatments don't work.

This has to change. That's why Asthma UK exists.

We work to stop asthma attacks and, ultimately, cure asthma by funding world leading research and scientists, campaigning for change and supporting people with asthma to reduce their risk of a potentially life threatening asthma attack.

We fight asthma in three ways:

  • We fund world class asthma research.
  • We campaign to improve the quality of care received by people with asthma.
  • We help hundreds of thousands of people a year with our expert advice and support.

Our Strategy

We have a proud history of funding research and supporting people with asthma for decades, and an independent review has shown Asthma UK scientists have made breakthroughs in many different areas. Asthma outcomes did improve during the latter part of the last century and so sometimes people mistakenly believe asthma is no longer serious or a drive for improvement not necessary. In fact in recent years the number of people with asthma has risen. 1 in 11 people in the UK has asthma, including 1.1 million children, and their chance of good outcomes have plateaued and on some measures declined. Tragically, still the majority of deaths from asthma are entirely preventable. That's why our focus is to reduce the risk of life threatening asthma attacks; key to this will be ending the complacency about asthma.

We also have a Research Strategy to guide the charity's investment in research for the next five years. The strategy was developed through extensive consultation amongst researchers, healthcare professionals, people affected by asthma, policymakers and relevant partner organisations. The aims of the strategy are to fund research which improves the lives of people living with asthma today, reaches towards the creation of asthma cures, increases the number of highly skilled asthma researchers in the UK, encourages and enables collaboration between scientists and funders, and supports the ongoing evaluation of our research achievements.

Contact Us
  • 18 Mansell Street,
  • London,
  • E1 8AA
  • GB
  • 0300 222 5800
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