At a Glance
- Tasks: Lead and develop a passionate Supporter Care team to enhance donor experiences.
- Company: Join Operation Smile UK, a charity dedicated to transforming lives through healthcare.
- Benefits: Flexible working, inclusive culture, and opportunities for personal growth.
- Other info: Diverse and inclusive workplace committed to supporting all applicants.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in supporter care and team management within the charity sector.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for a Senior Supporter Care Manager, this role reports to the Director of Development and Communications. The successful candidate will have significant experience in a supporter care, supporter experience or donor services environment within the charity sector, with proven experience of managing and developing teams. You will be flexible, able to work under pressure and manage a busy and sometimes competing workload. You will be able to effectively plan, implement, and balance your workload to continuously support Operation Smile UK's fundraising programme.
Key Responsibilities
- Team Leadership & Development
- Lead, develop and motivate the Supporter Care team, fostering a positive, inclusive and supporter-focused team culture.
- Manage and maintain a robust internal call handling and outbound calling training programme — covering inbound supporter care, retention and winback conversations — for both members of the Supporter Care team and across the organisation.
- Ensure internal SLAs are met, overseeing quality through delivery of response times (by channels) and credible and clear communications with our supporters.
- Supporter Care & Experience
- Oversee the delivery of high-quality, timely and empathetic responses to supporter enquiries across all channels, including handling complex enquiries, complaints and managing escalations where needed.
- Act as Operation Smile UK's supporter experience expert, shaping and reviewing supporter-facing content, acknowledgement letters, calling scripts and digital communications to ensure a consistent, high-quality experience across all touchpoints.
- Own the development and review of all supporter-facing communications and internal supporter care materials, ensuring they reflect best practice and deliver a consistent supporter experience.
- Manage and monitor the call review and vulnerable persons programme to ensure high standards are maintained in all telephone interactions, including those involving external agencies.
- Oversee the processing of acknowledgements and problem payments.
- Manage an efficient stock control system to ensure the team maintains sufficient stock to meet fulfilment KPIs.
- Supporter Retention & Engagement
- Play a leading role in supporter journey design, engagement and stewardship projects, using supporter insight and feedback to shape and improve the experience at each stage.
- Ensure the supporter experience is considered in all new and existing supporter journeys across the organisation, acting as the voice of the supporter in cross-functional planning.
- Work alongside the Retention and Legacy Fundraising Lead to develop and deliver supporter journeys across all donor segments, including regular givers, high value donors, the core donor base, and legacy prospects and pledgers, providing operational insight and delivering outbound retention and winback calling activity as part of the wider retention programme.
- Budget & Performance Monitoring
- Support the development and monitoring of budgets relating to supporter care activity, including response handling costs and supplier spend, working collaboratively with the wider fundraising team to maintain oversight of response forecasts and performance.
- Monitor supporter care and experience performance, analysing feedback, satisfaction data and operational KPIs to drive service improvements.
- Contribute to supporter experience initiatives and transformation projects, supporting the implementation of improved processes, systems and ways of working, and proactively identifying opportunities to enhance the supporter experience.
- Set, monitor and report on supporter response times and service level targets across all communication channels, ensuring the team consistently meets or exceeds agreed standards and identifying areas for improvement.
- Data, Processes & Compliance
- Ensure accurate and efficient processing of supporter income and data, overseeing processes including Gift Aid, data handling, reconciliation between systems and daily banking of income received.
- Manage the development and documentation of procedures covering all supporter care processes and data capture.
- Support colleagues in their use of the CRM database and maintain data entry procedures.
- Maintain Operation Smile UK's commitment to supporter care and data protection, and ensure that policies relating to these areas are developed and upheld.
- Cross-Team Collaboration & Partner Management
- Work collaboratively across fundraising, communications and data teams to ensure a consistent, high-quality supporter experience across all campaigns and channels.
- Take a lead in managing relationships and processes with response handling agencies and other external partners.
Interviews will be conducted in person at our office on Monday the 22nd June & Wednesday 24th June.
Disability Confident Committed Employer
We're a Disability Confident Committed employer, so we guarantee an interview to any disabled applicant who meets the minimum requirements for the job. At Operation Smile UK, we value individuals based on their performance and potential. We're dedicated to creating a diverse and inclusive workplace that supports everyone's needs. We're happy to make reasonable adjustments throughout the application and employment process, and we particularly welcome applications from diverse backgrounds.
If you need this document in a different format, require any adjustments, or need help with your application, please contact us (further details contained within the job description).
Equality, Diversity & Inclusion
Operation Smile UK knows fundraising could better reflect the diverse backgrounds and experiences of the people the charity sector supports. If you don't meet every requirement but believe your transferable skills align with the role, we encourage you to contact us for a conversation. We want our team to reflect the diversity of the communities we serve, offering equal opportunities to everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. We celebrate diversity and encourage you to bring your authentic self to Operation Smile UK. We are committed to supporting all applicants and ensuring a fair hiring process. All appointments will be made solely on merit, and we are happy to make reasonable adjustments throughout the recruitment process.
Senior Supporter Care Manager (Maternity Cover) in Battersea employer: Operation Smile UK
Operation Smile UK is an exceptional employer that prioritises a supportive and inclusive work culture, making it an ideal place for those passionate about making a difference in the charity sector. With a strong commitment to employee development, we offer opportunities for growth and collaboration across teams, ensuring that every team member can thrive while contributing to our vital mission of transforming lives. Located in a vibrant community, we celebrate diversity and are dedicated to creating a workplace where everyone feels valued and empowered.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Supporter Care Manager (Maternity Cover) in Battersea
✨Tip Number 1
Get to know the charity sector inside out! Research Operation Smile UK and understand their mission, values, and recent projects. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn, join relevant groups, and attend industry events. Building relationships can give you insider info and even a foot in the door.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role's responsibilities, especially around team leadership and supporter care. Practice your answers to showcase your skills confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at Operation Smile UK.
We think you need these skills to ace Senior Supporter Care Manager (Maternity Cover) in Battersea
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in supporter care and team management. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Flexibility:Since this role requires juggling multiple tasks, give us examples of how you've successfully managed competing workloads in the past. We love to see candidates who can thrive under pressure!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to communicate your ideas, as we appreciate well-structured applications that are easy to read.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Operation Smile UK
✨Know Your Supporter Care Inside Out
Make sure you understand the ins and outs of supporter care, especially within the charity sector. Brush up on your knowledge about donor services and be ready to discuss how you've managed teams in similar environments.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you motivated your team or improved their performance, as this will resonate well with the interviewers.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle complex supporter enquiries or complaints. Prepare by thinking through potential scenarios and how you would ensure a high-quality, empathetic response.
✨Demonstrate Your Data Savvy
Since data handling is crucial for this role, be prepared to discuss your experience with CRM systems and how you've used data to drive improvements in supporter care. Highlight any relevant metrics you've worked with.
