Supporter Services Senior Manager

Senior Supporter Services Manager
Hourly rate: £26.87
Duration: 3-6 months

Are you an experienced leader passionate about delivering exceptional supporter experiences? Do you have the expertise to drive operational improvements while managing a high-performing team? If so, we have an exciting opportunity for you!

We are recruiting for a Senior Supporter Services Manager to oversee and develop the Supporter Services function within a leading charity. In this pivotal role, you will lead a dedicated team, ensuring outstanding supporter interactions, efficient donation processing, and compliance with financial regulations. Your leadership will shape operational strategies to enhance supporter engagement and improve efficiencies.

Key Responsibilities:

• Lead and manage the Supporter Services team, ensuring alignment with organisational goals and fostering a culture of excellence.

• Oversee the handling of supporter enquiries, ensuring timely, professional, and brand-aligned responses.

• Manage the processing and reconciliation of donations, ensuring accuracy and compliance with financial regulations.

• Develop and implement training programmes to enhance team skills and service delivery.

• Maintain robust data and financial management frameworks, ensuring compliance with GDPR, Gift Aid, and other relevant regulations.

• Drive continuous improvement initiatives to enhance supporter care and operational efficiency.

• Collaborate with internal teams to ensure a seamless supporter journey and maximise engagement opportunities.

• Ensure all supporter acknowledgements and thank-you communications are timely and meaningful.

• Lead the team in preparing for and managing peak periods, ensuring operational resilience.

• Oversee relationships with third-party fulfilment providers, ensuring high-quality and efficient distribution of supporter materials.

• Work closely with the Finance team to ensure accurate financial record-keeping and compliance.

• Implement and oversee tracking mechanisms to measure team performance against SLAs and KPIs.

• Manage complaints and complex queries with professionalism and empathy, maintaining high supporter care standards.

• Provide strong leadership, ensuring team well-being, development, and performance management through regular feedback and one-to-one meetings.

About You:

To succeed in this role, you will need:

Essential Skills & Experience:

• Extensive experience managing supporter services and/or income operations within a non-profit environment.

• Proven ability to streamline operational processes and enhance supporter engagement strategies.

• Strong expertise in CRM systems, financial reconciliation, and regulatory compliance.

• Demonstrated success in delivering and improving supporter services while managing competing strategic priorities.

• In-depth knowledge of fundraising regulations, GDPR, and Gift Aid processes.

• Exceptional leadership skills, with a track record of building and mentoring high-performing teams.

• Strong analytical abilities, using data insights to drive decision-making and improvements.

• Excellent communication and stakeholder management skills, fostering collaboration across teams and external partners.

• Sound decision-making skills, with the ability to guide team growth and responsibilities.

Desirable:

• Experience working with external fulfilment providers.

• Familiarity with digital tools and automation in supporter services.

This is a fantastic opportunity to lead a team, enhance supporter experiences, and drive positive change within an impactful organisation. If you’re a strategic and compassionate leader ready to make a difference, we’d love to hear from you!

Apply today!