Supporter Care Team Lead – Hybrid (12‑Month FTC)

Location: Hybrid (at least 2 days per week in our London Office)

12 Months Fixed Term Contract (Maternity cover)

Hours: 35 hours per week

Salary: up to £28,534 per annum (plus inner London Weighting, £3,344, if applicable)

Do you have a high level of customer service experience with outstanding communication skills and a genuine enthusiasm for guiding team members and helping people? An excellent opportunity has arisen for a passionate, personable, and motivated customer care professional to join our Marketing, Fundraising and Communications Directorate.

The Supporter care team are responsible for managing and stewarding contact from the public and our incredible supporters about our Fundraising and Supporter Engagement activities. They are also a point of contact for people seeking help from the Red Cross or enquiring about our services. For many they are the voice of the British Red Cross and provide the highest level of customer care, and supporter experience.

A Day in the Life of a Supporter Care Team Leader:

Reporting to the Supporter Care Manager, you’ll provide day-to-day operational leadership to our Supporter Care Officers. You’ll ensure every enquiry and social media interaction is handled with empathy, accuracy, and efficiency. You'll equip your team with the latest information, briefs and guidance to deliver excellent supporter experience. You’ll be actively involved in safeguarding and vulnerability concerns, often being the first point of contact when more complex queries arise. You’ll also guide on complaints management, acting as the first point of escalation for the team. You’ll triage and elevate more serious complaints as appropriate. Working closely with the Supporter Care Manager, you’ll play a vital role in maintaining high standards, driving improvements, and creating a positive and supportive team culture.

To be a successful Supporter Care Team Leader:

• You have significant experience working in a supporter care or customer service environment, preferably gained within a fundraising department.
• You are resilient, have great attention to detail and can build effective relationships with colleagues, donors, and potential supporters.
• You have experience motivating, coordinating, coaching and supporting colleagues, with an inclusive approach.
• You are organised and driven, with experience of being a focal point for multiple enquiries.
• You can prioritise tasks and lead the team in a fast-moving environment.
• You have demonstrably excellent written and oral skills, plus the ability to communicate effectively to both external and internal audiences.

Interested? Closing date for applications is 23.59 on Sunday 29th March 2026. Interviews will take place soon after.

In return for your commitment and expertise, you’ll get:

• Flexible working: Remote and hybrid working, flexitime, compressed hours, and job sharing.
• Holidays: 36 days annual leave (including bank holidays) + option to buy 5 extra days.
• Pension scheme: Up to 6% contributory pension.
• Learning & Development: A range of career & learning opportunities.
• Discounts: Blue Light Discount Card, Tickets For Good & employee benefits platform.
• Cycle2Work: Lease a bicycle through the scheme.

We are proud to be part of the Disability Confident scheme for UK-based roles. During your application, you'll have the option to apply under the scheme. We are dedicated to building an inclusive, equitable and wellbeing-focused culture where everyone feels safe, valued and can thrive. Guided by our Equity, Diversity, Inclusion and Wellbeing Strategy, we foster belonging, psychological and physical wellbeing, and work to remove barriers to fair opportunities. Grounded in compassion and anti-racist practice, we listen to diverse voices, value lived experience and create environments where staff and volunteers can succeed. Join us and be part of an organisation that leads with care, celebrates difference and helps everyone succeed. Together, we are the world's emergency responders.