Head of Supporter Services (0772)
Oxfam is a global movement of people working together to end the injustice of poverty.
Do you have experience of managing performance of others and helping people to develop, grow and achieve their potential?
Do you have experience or evidence of learning/taking action on anti-racism and inequalities?
Do you have expert understanding of customer service principles and how to translate these into strategy and operational activity?
We are looking for a Head of Supporter Services at an exciting new phase for Oxfam while we launch our new Engagement Strategy. Our Engagement Strategy has challenging ambitions for Oxfam to grow its supporter base and income, and build a culture based on feminist values and principles.
In this role, you will provide strategic direction and leadership in line with our feminist approach and values. You will lead the Supporter Relations & Data and Donations Processing Teams to ensure that all interactions with the teams deliver a relevant & inspiring experience and that all of our donation and data handling is carried out efficiently and accurately.
What we are looking for
We’re looking for a candidate who cares about Oxfam's mission to end poverty and is personally aligned to the values of empowerment, accountability and inclusion in all you do and our feminist principles.
An ideal candidate for the role will also be / have:
- Experience of managing performance of others and helping people to develop, grow and achieve their potential, including increasing diversity and inclusion in teams and / or workplaces and creating positive change in work culture, processes and practices.
- Lived experience (s) or evidence of learning/taking action on anti-racism and inequalities.
- Expert understanding of customer service principles and how to translate these into strategy and operational activity.
- Expert understanding of data & donation processing requirements, including good knowledge of Gift Aid and relevant controls and procedural requirements
- Ability to analyse data and feedback to make effective decisions.
- Able to work independently, making decisions and problem solving on new and complex issues, delivering to targets and tight deadlines.
- Recognised as a champion of continuous improvement and change, with experience of managing change projects.
- An ability and drive to champion the voice and views of supporters internally and externally to enable positive change.
- Effective communication skills, flexible, diplomatic, assertive and able to work and communicate across teams and levels.
We believe flexible working is key to building the Oxfam of the future, so we’re open to talking through the type of flexible arrangements which might work for you. We think this role would work particularly well as a partially home-based role or job share.
Our values and commitment to safeguarding
Oxfam is committed to preventing any type of unwanted behaviour at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom Oxfam GB engages. Oxfam expects all staff and volunteers to share this commitment by complying with our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of our organisation.
Conditional offers made in selection stages may also be subject appropriate screening checks. Oxfam GB participates in the Inter Agency Misconduct Disclosure Scheme. In line with this scheme we will take into account any live disciplinary sanctions a candidate may have when making the selection decision.
How to apply
Please apply using a copy of your CV and/or Cover Letter.
Oxfam GB is a Disability Confident Employer. Should you be unable to submit your application online and would prefer an alternative method please contact our recruitment team (firstname.lastname@example.org). If you also want to discuss your application, please do contact us as well.
Oxfam is a global community who believe poverty isn’t inevitable. It’s an injustice that can be overcome. We are shop volunteers, women’s right activists, marathon runners, aid workers, coffee farmers, street fundraisers, goat herders, policy experts, campaigners, water engineers and more. And we won’t stop until everyone can live life without poverty for good.
Oxfam GB is a member of international confederation of 19 organisations working together with partners and local communities in the areas of humanitarian, development and campaigning, in more than 90 countries.
A thriving diverse Oxfam:
It’s people power that brings about change. To play our part as a global organisation working to overcome poverty and inequality, we need equality, diversity and inclusion across our community of staff, partners and volunteers. Together, we’re committed to becoming a more diverse workforce, better able to tackle the global challenges that face our world today.
To do that:
- We need to dismantle the unequal power structures that exist everywhere, this including Oxfam and the wider development and charity sectors.
- We need an inclusive Oxfam where everyone can bring who they are to our work and feels celebrated for the differences they bring.
- We want and need everyone, and that means we need you.
In response to Covid-19 if you are offered a role where you are required to travel between countries please ensure you have been briefed by the Hiring Manager about any changes to working or precautions you should take as part of your role.