At a Glance
- Tasks: Lead a team to deliver exceptional supporter experiences and improve processes.
- Company: Join a values-driven organisation making a real impact in the community.
- Benefits: Hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Collaborative environment where your ideas and expertise are valued.
- Why this job: Make a difference by enhancing the experience of thousands of supporters.
- Qualifications: Proven leadership in customer service and strong problem-solving skills.
The predicted salary is between 47181 - 51000 £ per year.
12-Month Fixed-Term Contract
Based: NW London/Hybrid working
Are you an experienced customer service leader with a passion for delivering exceptional supporter experiences? Do you enjoy improving processes, leading high-performing teams and solving complex challenges? If so, we'd love to hear from you.
We're looking for a Supporter Services Team Leader (Engagement & Contact) to join our client's fundraising team on a 12-month fixed-term contract. This is an exciting opportunity to lead a dedicated supporter contact team, ensuring every interaction reflects the organisation's commitment to outstanding service while driving continuous improvement across supporter engagement.
About the role
As Team Leader, you'll oversee the day-to-day delivery of supporter contact services, ensuring enquiries, complaints and supporter requests are managed efficiently, professionally and with empathy. You'll lead and develop a small team, manage relationships with key stakeholders and third-party providers, and play a pivotal role in ensuring compliance with fundraising regulations, GDPR and best practice.
This is a varied role where no two days are the same. From implementing new processes and improving supporter journeys to analysing performance data and leading on complaint resolution, you'll help shape an exceptional supporter experience across the organisation.
Your role as Supporter Services Team Leader
- Leading and motivating the Engagement & Contact team to deliver outstanding supporter service.
- Managing supporter enquiries, complex complaints and GDPR requests through to resolution.
- Monitoring service levels, KPIs and performance, identifying opportunities for continuous improvement.
- Developing new processes and maintaining clear operational guidance and documentation.
- Working closely with fundraising, data, finance, legal, IT and regional teams to support campaigns and organisational objectives.
- Managing relationships with third-party suppliers and contact centre software providers.
- Supporting the rollout and optimisation of contact centre technology.
- Ensuring compliance with fundraising regulations, supporter care standards and data protection requirements.
- Coaching, developing and supporting team members to achieve their full potential.
What we are looking for
- An experienced customer or supporter services professional with proven leadership experience and a genuine passion for delivering excellent service, either within a charity or commercial environment.
- Experience leading a customer service or supporter contact team.
- A track record of handling complex complaints and sensitive issues.
- Strong stakeholder management and relationship-building skills.
- Experience using KPIs and SLAs to monitor and improve performance.
- Knowledge of GDPR and compliance within a customer or fundraising environment.
- Experience working with CRM systems (Raiser's Edge or RE NXT would be an advantage).
- Confidence introducing new processes, systems and ways of working.
- Excellent communication, organisational and problem-solving skills.
- The ability to inspire, coach and develop others.
Why apply?
This is an opportunity to make a genuine impact by improving the experience of thousands of supporters whose generosity helps change lives. You'll join a collaborative, values-driven team where your ideas are welcomed, your expertise is valued and you'll play a key role in shaping supporter engagement during an exciting period of development.
If you're passionate about delivering exceptional service, leading people and driving positive change, we'd love to hear from you.
StudySmarter Expert Advice🤫
We think this is how you could land Supporter Services Team Leader
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Focus Resourcing.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Focus Resourcing. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Supporter Services Team Leader
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Focus Resourcing.
How to prepare for a job interview at Focus Resourcing
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Focus Resourcing's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Focus Resourcing offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
